AccountId: 011433970860
ContactId: 4990fb4d-f10f-4ff1-9d1f-fbf88ae16c90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 945710 ms
Total Talk Time (AGENT): 444130 ms
Total Talk Time (CUSTOMER): 510794 ms
Interruptions: 10
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/4990fb4d-f10f-4ff1-9d1f-fbf88ae16c90_20250307T22:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] [PII], I'm trying to get in touch with someone. I got a letter today from y'all about a, a check that uh I had I didn't receive and it's the second letter I filled out the form and send it back when I got the first one. I don't know what happened to it, but they sent me asking another second request and um I don't understand. I mailed it back the very same day I got it.
[AGENT][NEUTRAL] OK, OK, we'll get that letter pulled up. Um, you did send a response, um, but it's you got a letter today, uh, essentially stating we didn't receive it, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am. That's, it says second request.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK, we will get that, uh, take a look at that. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII], can I get a good call back number from you really quick in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am. It's uh [PII].
[AGENT][NEUTRAL] All right, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, uh, on this paper they have 30s in front of it, but the, the one I have is 00727573.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying that information OK and so you said um on the letter there was a different policy number?
[CUSTOMER][NEUTRAL] Well, it has another 0. It has 3 zeros on it and I, I, I always get, uh, in the at the front of it it's usually.
[AGENT][NEUTRAL] 00, OK.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] It's usually just, I just tell them 2, you know, the 1st 2, and then, but they got 3 on this reference number. It says pay reference number.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] OK, and then I'm so sorry you you did say this was uh regarding a check uh for a paid claim, is that right?
[CUSTOMER][NEUTRAL] Yes ma'am, it was, yes ma'am, it's for $150 a cancel claim and um a cancel policy that I have with y'all and it said that it was paid on it said that on in a payment on uh and it got some numbers here say I guess this is the claim number uh 3303466152.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you that is very helpful alrighty one moment let me try to find that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And the check numbers here too if you want that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, please, because when I put this, uh.
[AGENT][NEUTRAL] And it's not giving me a check number so yes if you don't mind.
[CUSTOMER][NEUTRAL] It is 1856553.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] All right, I sure appreciate that. um, [PII], give me just a moment let me kind of review this and see what is going on.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] But I certainly send it back the same day that I got it cause I, I know that I hadn't received the check. They said they didn't see it. I didn't find in any of my accounts or anything, so I don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But they, I asked for a replacement check if they would have made it, you know.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And that's what they're asking to do, what, whether I want a replacement check or if I cashed it or any of that stuff.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I had one that I sent back because it was a check with the very same.
[CUSTOMER][NEUTRAL] Check number on it. It was for $950 and.
[AGENT][NEUTRAL] Oh, a duplicate.
[CUSTOMER][NEUTRAL] Yes ma'am, and I sent it back to them because I, I was almost to catch it and then I looked at the numbers and I said this can't be right, so I called and the lady told me to mail it back to them so I did.
[AGENT][NEUTRAL] Sure, OK.
[AGENT][NEUTRAL] All right. Well, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] So I am absolutely showing this check has not been cleared.
[AGENT][NEUTRAL] I'm trying to see what that was in regard to.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Does that letter that you received from us, I know you said you received it today, does it happen to have a date on it, uh, on the top?
[CUSTOMER][NEUTRAL] It has the
[CUSTOMER][NEUTRAL] It it it has the [PII] on, on that day, but it has a check date of [PII].
[AGENT][NEUTRAL] OK, OK, yeah, that sounds right that's this uh check number, OK.
[AGENT][NEUTRAL] But it says it was sent out [PII].
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Yes, ma'am, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, bear with me just a moment. I appreciate your patience.
[CUSTOMER][NEUTRAL] Yeah, oh, I'm fine, sweetie. I'm just, just trying to, I know that I've seen it and I'm just trying to do it.
[AGENT][NEUTRAL] Thank you. I'm sorry, it sounds like a lot of back and forth and I'm in the middle, so I'm trying to figure out where it's all out, um.
[CUSTOMER][POSITIVE] Yes ma'am. Yes ma'am. It's all, it's all right. Mhm.
[AGENT][POSITIVE] I appreciate it, thank you. OK.
[AGENT][NEUTRAL] Well, I think
[AGENT][NEUTRAL] I'm going to do is just kinda.
[AGENT][NEUTRAL] Cut to
[CUSTOMER][NEUTRAL] And the person, it said that if I had any more questions this time I called the number but nobody answered uh [PII] at extension [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] OK. That is helpful as well. I don't believe that Ms. [PII] is in at the moment. Um.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] That's OK. OK, so [PII], if you don't mind, um, just so that I'm not wasting your time or anything, um, I'm gonna put you on a brief hold and I'm going to reach out to our claims specialist see if they can give me a bit more insight as to what's going on with this.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yes ma'am. Yes ma'am, no problem.
[AGENT][POSITIVE] Alright appreciate you. I'll get right back with you thank you.
[CUSTOMER][POSITIVE] All right. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Purring
[CUSTOMER][POSITIVE] Thank you for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you [PII]?
[AGENT][NEUTRAL] Doing all right thank you um I've got a member on the line and it's I'm sorry I'm very confused and she's confused so I don't know if you can help so um seems like she had a claim, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And uh we received a check or we've sent out a check that she never got um and I have the check number and everything the claim number she gave me is completely different, does not have a check number. She said she received a letter from us regarding that. I don't see any letter in Onase so I don't know if I'm maybe not looking in the right spot or what, but essentially she's just wanting an update on this check, but I don't even see any notes about it.
[CUSTOMER][NEUTRAL] OK, uh, do you know what her policy number is?
[AGENT][NEUTRAL] Yes, yes. It's uh 727-573.
[CUSTOMER][NEUTRAL] OK, and what's the claim number she gave you?
[AGENT][NEUTRAL] The claim number she gave me was 346-615-2.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Oh, it is the same check number. I'm crazy sorry.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEGATIVE] I'm tired
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Let's see, Miss [PII] 6152.
[CUSTOMER][NEUTRAL] That was processed in June.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And she said that she called and told someone that she didn't get it.
[AGENT][NEGATIVE] Well she said that she got a letter from us a while ago um that we were gonna void reissue the check because she never got it and she said she sent in the forms we asked for which I'm not sure what she's referring to with that but then she said the letter she got today is essentially a second um attempt at reaching her like we didn't get what she sent. That's where I'm really confused so I would have just.
[AGENT][NEUTRAL] Submitted a hub request to uh [PII] to void and reissue the check but I don't know if this was something that had already been worked or is in the middle of something.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Um, I mean, you're right, I don't really see any notes regarding this particular claim or check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what
[AGENT][NEUTRAL] She said in the on the letter she got it gave um [PII]'s information um so but I don't know if it's.
[AGENT][NEUTRAL] I should wait to speak with her because I don't know if she's even in this late.
[CUSTOMER][NEUTRAL] I don't know either and let's see, let's look under for the last correspondence just correspondence in general and on base that I have is from [PII].
[AGENT][NEUTRAL] Um, yeah, I, I was looking at, I saw the correspondence for um claims and regular correspondence, and so I couldn't find anything.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah I mean it looks like before this was even processed.
[CUSTOMER][NEUTRAL] There was correspondence in [PII] but again that was prior to this ban process because that was processed in June.
[AGENT][POSITIVE] OK, I think what I might do is I might um just send [PII] an email with this information because I don't wanna make a hub request if there's I don't wanna add to chaos if it's already chaos so I appreciate it. I just didn't know if you could see something I didn't or you'd be like, oh yeah, that's it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I would let her know.
[CUSTOMER][NEUTRAL] No, yeah, I mean it, it hasn't been voided in line so it's still, it's still showing out there um based off of what I'm seeing because like when you look at it if it had been voided instead of having a Y out there where it would have a V or it would have a V where the P where the remark code is so it's not showing as voided um if [PII] has sent anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] It's not an on base as far as I can see.
[AGENT][NEUTRAL] Well, and that's the thing too, I don't see any even any notes regarding this, um.
[CUSTOMER][NEUTRAL] Right, there's not any notes, and I don't know if you've tried searching the hub request for this policy number or anything like that. That's OK. I was just to say other than like trying to filter out what either has been or hadn't been done and just searching in general for her to see if anything's been submitted.
[AGENT][NEGATIVE] Not particularly, no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] I don't, I mean, it is still outstanding. She's not, uh, you know, you're not wrong about that. She's not wrong about that. It doesn't like she's ever gotten it and it's better than [PII] old, but.
[AGENT][NEUTRAL] It's more I think I'm more confused on the information she said she sent us in the second attempt that's where I'm a little confused and I have no idea what that's about.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know, let me see if there's anything going on.
[AGENT][NEUTRAL] But she gave me the right address so it's not like it was a different address.
[CUSTOMER][NEUTRAL] Right and we just made a payment for something yesterday, so maybe she's talking about that and she doesn't understand but like there's a payment for.
[CUSTOMER][NEUTRAL] Some treatment or yeah some hormone therapy it looks like that she's received payment for that was processed yesterday, but other than that, the last payment she got was back in February as far as [PII] and but as far as correspondence, I don't even like you said, I don't see there was something in October.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] It's not good, but I'm kind of glad that you don't see it either because I thought I was just going crazy.
[CUSTOMER][NEUTRAL] Right, no, no, and like I said, when you look at maybe what has been requested in the past, like there was something for um back in [PII] or [PII] where we had an incomplete.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like claim form and we needed some additional information then but 73 that was for chemo let me see if we ever went back and paid that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] We never went back and paid any chemo for that date, so I don't know if that's what she's talking about, but again that was back in [PII], so I don't know if she's questioning not receiving that, but if so like she's getting everything all turned around because that ain't got nothing to do with that check that she received.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's what it sounds like.
[AGENT][NEUTRAL] So what I'm, I don't know, do you think I should just email [PII] and just touch base with her when we're able to? I feel like if she her name's on there, she must know something.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I would email [PII] about that check in regards to the claim number that you have and then I would put.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I would maybe even either email the claims QA team or put in a hub request for claims and see if there is someone that can research.
[AGENT][NEUTRAL] Oh, I can search. I, I can search and uh to see like you said like her policy number see if something had been attempted.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Well I was thinking if yeah well I was thinking too like the information that we requested I said July the date of service was July but we requested information back in October so you could probably put in a hub request to have like some research done on the information requested and everything because she's saying that she submitted information but she's gotten more requests and like you're just not sure because again I don't.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, think it's all just crossing, crossing wires, yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, I don't know if she's confused or if you and I are just confused or what's going on.
[AGENT][POSITIVE] I have, I think it might be a bit of both, but I really appreciate your help really, um, it does make me feel a lot better just was wanting to see if I was just crazy and not seeing something, so I really appreciate your help, but um I'll let her know that we'll research it and get back with her and go from there. Alright, thank you so much have a good night.
[CUSTOMER][NEUTRAL] It might be.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] No. No.
[CUSTOMER][POSITIVE] For sure, for sure.
[CUSTOMER][POSITIVE] You're welcome. You too.
[AGENT][NEUTRAL] Alright, bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Go.
[AGENT][NEUTRAL] Ms. [PII], are you still with me?
[CUSTOMER][POSITIVE] Yes ma'am. I'm right here, no hurry, I'm fine.
[AGENT][NEUTRAL] I'm so sorry for that wait. Um, so on this, I did reach out to our claims department. Um, what I think we're going to do is I'm going to go ahead and reach out to, uh, Miss [PII], and whenever she is available I'll have her, uh, reach out to me and that way, you know, we're not, we could just get to the root of it, you know, instead of scrambling around keeping you and get that accurate information for you, um, let me verify.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am. I know that I, it was sent because I put it in the post office. I know that it was mailed. Now when after that, I have no idea but I mailed it from the post office.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] And that's honestly what I wanna see if maybe that letter might have been sent um prematurely that you received like maybe we did get it and they just sent that it could have been a mistake so I don't wanna give you any inaccurate information so that's what I'm just gonna go to the source um so I'm going to.
[CUSTOMER][NEUTRAL] So do I need to go
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I understand. Yes, ma'am. It's fine, it's fine. I've waited this long.
[AGENT][NEUTRAL] Well, I sure appreciate your patience. Um, I'm gonna read back your callback number to make sure that I have that correct, um, so that was [PII]?
[CUSTOMER][NEUTRAL] Yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yes ma'am. Yes ma'am.
[AGENT][POSITIVE] Alrighty I will take note of all of this and we will be in touch shortly and again I apologize for all the confusion and can't thank you enough for your patience.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you for your time, sweetheart. Thank you. You have a good evening.
[AGENT][POSITIVE] You are very welcome. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] You too, bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.