AccountId: 011433970860
ContactId: 4ee7758c-3fde-49a3-ae9f-2b34066ed609
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 636580 ms
Total Talk Time (AGENT): 215578 ms
Total Talk Time (CUSTOMER): 216375 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/4ee7758c-3fde-49a3-ae9f-2b34066ed609_20241230T21:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh my name is [PII]. Uh the account is under [PII]
[CUSTOMER][NEUTRAL] And uh we had a a payment sent out by check a couple of weeks ago hasn't reached us and I wanted to double check and make sure that that didn't come back to you. We're in a forwarding situation right now and so if it didn't get forwarded then we needed to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Find out if it went back.
[AGENT][NEUTRAL] OK, so this is like a claim payment or like a premium payment that you made? Is the payment coming to you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, it's a claim payment.
[AGENT][NEUTRAL] OK, OK. Well, I can definitely check for you. And Mr. [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have my policy number in front of me, but the phone number is area code [PII].
[CUSTOMER][NEUTRAL] 247.
[CUSTOMER][NEUTRAL] 8198
[AGENT][NEUTRAL] Thank you for that and I can look the policy, um, you said her first name is [PII]?
[CUSTOMER][POSITIVE] [PII], yes.
[AGENT][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Do you have the middle one on that one?
[CUSTOMER][NEUTRAL] I don't know whether the middle in if there's a middle initial it's [PII]
[AGENT][NEUTRAL] OK, hold on one moment. And the spelling of the last name you said [PII], right?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, I'm looking with the name, hold on one moment.
[AGENT][NEUTRAL] Was this for a cancer policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I think I just found it. Hold on one second.
[AGENT][NEUTRAL] OK, this is it. And I just need you to verify um your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] Hers is [PII].
[AGENT][NEUTRAL] And then the mailing address?
[CUSTOMER][NEUTRAL] That's going to be the question. We hope that you have [PII].
[CUSTOMER][NEUTRAL] But we think you have [PII].
[AGENT][NEUTRAL] Oh, no, no, so on here it's, it shows as [PII]. Let me see where the check that's where the check is supposed to go, right?
[CUSTOMER][NEUTRAL] It's where it, it's where it should go. I think it went to 309. We just changed that address so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me double check and see what it was sent to, but that is the address on file, the 408. Um, hold on one second.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] I'm just gonna check the address on the.
[AGENT][NEUTRAL] Explanation of benefits because that's what the check was mailed out with. So hold on one second, I'm just waiting for it to come up here.
[AGENT][NEUTRAL] Sorry, it's going page by page. It's only 2 pages, but it's going really slow. Sorry about that.
[CUSTOMER][POSITIVE] That's fine, appreciate your help.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Please.
[AGENT][POSITIVE] Total benefit
[AGENT][NEUTRAL] Nope, it's 309 on here. OK, hold on one moment for me, um, Mr. [PII]. Is it alright if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Why would they send it?
[AGENT][NEUTRAL] 2309.
[AGENT][NEUTRAL] Wait a minute, what?
[AGENT][NEUTRAL] Because
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Oh wait.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][NEUTRAL] Just fine.
[AGENT][NEUTRAL] That's good. Um, can you look at this claim with me?
[CUSTOMER][NEUTRAL] Yes, I sure can. What is that policy number?
[AGENT][NEUTRAL] It's 255-8272.
[CUSTOMER][NEUTRAL] And so I'm [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and which client number are we looking at?
[AGENT][NEUTRAL] It is, hold on, let me go.
[AGENT][NEUTRAL] Um, 354-1125.
[CUSTOMER][NEUTRAL] OK. I'm looking at it.
[AGENT][NEUTRAL] OK, so it's a few things.
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] I said, so it's a few things. So it looks like they called the day after the claim process to update the address. So it looks like it was sent to the old address, but they have direct deposit.
[AGENT][NEUTRAL] Which they added after 2. So, should I send the stop check to [PII] and
[AGENT][NEGATIVE] How should I fix this?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, you can, but normally they, so it was at the, yes, you would have to do a stop um pay request to [PII].
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] And she will and then, and then the examiner once [PII] puts a stop and you need to make sure and tell them and it's due to um
[CUSTOMER][NEGATIVE] The um check was mailed to the wrong address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm looking, hold on here.
[CUSTOMER][NEUTRAL] What is the correct address? Is it the [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let me look at the COV office.
[AGENT][NEUTRAL] But the EOB shows the 30 something, the old address.
[CUSTOMER][NEUTRAL] Yes it does. OK, um, yeah, you will have to ask [PII] to do a stop pay on it and tell her it's due to the address is incorrect in the system.
[AGENT][NEUTRAL] OK, so since they um since they have the direct deposit, when we stop the check, is it gonna be direct deposit or we're gonna send out a paper check?
[CUSTOMER][NEUTRAL] Um, do we have that direct deposit in the system?
[AGENT][NEUTRAL] Mhm. It shows yes, it shows yes on Amtrak.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, hold on. Yes, it is showing in the system that we have it. So what I would recommend is to asking tell [PII] that the check was mailed to a wrong address and there needs to be a a stop payment on it and then make another note for the um and, and then say exam and then put like um who who's the examiner on this, you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me one minute and then you'll say and then examiner will need to make sure this gets direct deposit to the.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] And they'll do a direct deposit because if it's in the system it'll show up and then it will once you get stop payment on it it'll be uh direct deposited into the account.
[AGENT][NEUTRAL] OK, and it looks like [PII] did this one.
[CUSTOMER][NEUTRAL] Yeah, and you may wanna say and then put a note for [PII] once um this check has been a stop payment, please reissue check to the direct deposit that's on in file in the system or something like that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I will do that. Well, thank you, [PII].
[CUSTOMER][POSITIVE] You're welcome. You have a good day.
[AGENT][NEUTRAL] All right. You too. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. I was speaking with claims. So it was sent to the wrong address. I looked at the explanation of benefits. So basically y'all called the day after the um claim process. So it had already been sent out. So I'm putting a stop payment on that.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you also the next day sent in the um direct deposit form. So once that stop payment um once [PII] confirms that that payment has been stopped, we'll reissue it, but it'll be direct deposit.
[AGENT][NEUTRAL] Hello.