AccountId: 011433970860
ContactId: 4965dbed-930f-4c49-8ab4-eb7272dbca08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 698200 ms
Total Talk Time (AGENT): 250607 ms
Total Talk Time (CUSTOMER): 344132 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/4965dbed-930f-4c49-8ab4-eb7272dbca08_20250422T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII] in the meddling claims department. I have a um member on the line who's checking on claim status for her policy. I'm not sure which type of benefit this is, but it's not a meddling policy, so I'm unable to assist her. Could you look this up and see if um I'm trying to transfer it to the right department?
[AGENT][POSITIVE] Yeah, absolutely. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, her policy number is 00135750 for Ms. [PII].
[AGENT][POSITIVE] OK, yeah, I can help her.
[CUSTOMER][NEUTRAL] OK. I've verified all of her information, so everything's updated.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] OK. Here she is.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I'm trying to check on um.
[CUSTOMER][NEGATIVE] On my heart and stroke insurance policy that I y'all requested some more information from the hospital and I sent it in the post office says it was delivered on [PII], so I'm wondering why I haven't heard anything.
[AGENT][NEUTRAL] OK. Uh, I've got your policy pulled up. Um, let me see what we have here. Is it for yourself?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, and you said you sent that uh [PII], is that correct?
[CUSTOMER][NEUTRAL] I sent it a few days before that and when I called the code number, the post office told me it was delivered on [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To y'all's post office box.
[AGENT][NEUTRAL] Um, do you know what PO box you sent that to?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] So it looks like the last thing we received was from [PII].
[AGENT][NEUTRAL] Um, I don't show anything after that.
[AGENT][NEUTRAL] Uh, let me see. So this was
[AGENT][NEUTRAL] So you had sent some um discharge papers.
[AGENT][NEUTRAL] From a not visit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, and then I got another letter from y'all saying that in order to consider for consideration they needed a fully itemized surgery bill and and um several other things and so I took that letter to the hospital and they gave me everything, put it in the envelope, mailed it to you and the tracking.
[CUSTOMER][NEUTRAL] Code says that it was put in y'all's mailbox at [PII] on [PII].
[AGENT][NEUTRAL] OK, um, let me see.
[AGENT][NEUTRAL] I'm not sure. I, I don't see anything received, so let me see, let me check with our claims department and see if maybe they can see something can't. um, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] on the care team. Um, I just want to see if you could help me look at this account, um, to see if potentially you can see claims that maybe I can't, that we haven't entered in the system yet.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Um, policy number
[CUSTOMER][NEUTRAL] What's your policy?
[AGENT][NEUTRAL] That's 135,750.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it's for uh that data service so the most recent claim she we processed 221-25 requested additional information.
[AGENT][NEUTRAL] She says she sent it on [PII] and got confirmation from the post office that it was delivered to our PO box.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, but I, I mean, it's not in here. I assume we don't have it.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Yeah, especially if it came by mail, um.
[CUSTOMER][NEUTRAL] She got confirmation from her post office that it was delivered.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Did she send it certified?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Because I'm trying to figure out how you would know that it got delivered correctly unless you send it certified.
[AGENT][NEUTRAL] Yeah, she's
[AGENT][NEUTRAL] You had a tracking, so should I get, um, should I get that information and then where do I, who do I check with?
[CUSTOMER][NEUTRAL] Um, so that is going to be something that we have to reach out to EBS on, um, if she can if she's willing to provide you with the tracking, what day did she say the delivery occurred?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh God, that's been over a month.
[AGENT][NEUTRAL] I know, I know. That's why I'm worried that I don't, I don't know what happened.
[CUSTOMER][NEUTRAL] OK, um, see if she is willing to provide you with the tracking number, um, did you verify that address she sent it to is correct?
[AGENT][NEUTRAL] Yes, the [PII], yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and just making sure because for whatever reason sometimes that's not and then it's like well you're not sending it to the correct place um OK so at least she sent it to the right place she said she's got confirmation so if she has.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Tracking on it.
[CUSTOMER][NEUTRAL] I mean I really don't know what else we could do but we would have to reach out to EBS which is you know our our indexing team um to see if they have something that we don't, um, and that's something that you'll have to probably put a hub request in for claims and kind of detail it provide the tracking number and let them know that like this is when it was delivered, this is the tracking number, however.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] You know there's not anything here since February.
[AGENT][NEUTRAL] OK, OK, so.
[CUSTOMER][NEUTRAL] Um, does she have any other policies that it could be up under?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I mean, I looks like we got one that was lapsed in '96. Surely to goodness, it's not up under that. I don't think it would be.
[AGENT][POSITIVE] Thanks very much
[AGENT][NEUTRAL] I'll double check but um if not so just put in a hub request to claims and then y'all can check with EBS.
[CUSTOMER][NEUTRAL] Yeah, um, it'll probably be one of the supervisors that um that reach out to them because I don't know that we as the auditors have any type of contact information but yeah somebody will have to reach out and figure out um if we have something that.
[CUSTOMER][NEGATIVE] That's just not showing up here that it hasn't been indexed or something um and go from there.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, perfect. That's what I needed. I just wanna make sure there wasn't something you could see on your end that I couldn't so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wish there was truthfully I wish we could get um a copy somehow of her tracking so that we could contact you know like we could do some type of contact something but I don't I truly don't know other than just having the tracking number what else we could do other than ask EBS or maybe even ask our post office box like hey.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is showing as delivered but we don't have it, you know, like there may be a couple of different avenues, but I don't know exactly um what we're gonna be able to do at this point but we'll see what we can and, and somebody will call her back about it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. Thank you so much, appreciate it.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK, so sorry about that. OK, so I double checked with our claims department. Do you have the tracking numbers and information that you could provide me? OK, what's that?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Uh, what is, yeah, I'm ready.
[CUSTOMER][NEUTRAL] You ready?
[CUSTOMER][NEUTRAL] OK 9114.
[CUSTOMER][NEUTRAL] 9022
[CUSTOMER][NEUTRAL] 0085
[CUSTOMER][NEUTRAL] 2196
[CUSTOMER][NEUTRAL] 776104
[AGENT][NEUTRAL] And then that was delivered 3-15-2025.
[CUSTOMER][POSITIVE] That was delivered, yes.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] And I've I've got the [PII] number to call if you need to check it.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Was there a signature or anything?
[CUSTOMER][NEUTRAL] No, I didn't request a signature.
[AGENT][NEUTRAL] OK, and that was to [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Let me repeat back this tracking number to you, um, just to make sure I've got it right. I've got 9114902200852196776104.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, um, what I'll do is I need to put in a request to a specific department we're gonna check with our clearing house because that's what that PO box is it's a clearing house and then they send everything to us, um, so, um, we'll check with them and see if they can locate it uh by chance did you make copies of that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Did not. I just took the letter y'all had sent me and got it because I had already sent some of that I thought.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's in a manila envelope.
[AGENT][NEUTRAL] Um, let me see. Let me make sure I have your callback number.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII] and it's a house phone.
[AGENT][NEUTRAL] OK, alright, let me put in this request. It might take a few working days to get back to you, um, but we're gonna check with our, with this tracking information that you provided and see if we can track this down, um, and then like I said, someone will give you a call back. Um, is there anything else I can help with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and if, if I'm at a doctor's appointment, can, can you leave a message on the machine or at least a callback number or something?
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Sure, absolutely. What about um your email? Do you want us, do you want us to notify you by your email?
[CUSTOMER][POSITIVE] I would appreciate it.
[CUSTOMER][NEGATIVE] I don't have an email. The one that y'all had on file is not right anymore and I don't have one.
[AGENT][NEUTRAL] OK, OK, that's fine. OK, I will put in here to leave a message if you um don't pick up, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much all right bye.
[AGENT][POSITIVE] OK, well thank you so much and I hope you have a good afternoon.
[CUSTOMER][POSITIVE] Thank you bye bye.