AccountId: 011433970860
ContactId: 4ff538f2-0077-4350-b20a-b5650b732ab7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260130 ms
Total Talk Time (AGENT): 95788 ms
Total Talk Time (CUSTOMER): 139526 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/4ff538f2-0077-4350-b20a-b5650b732ab7_20250324T18:41_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, um, we keep getting, I guess the explanation of benefits and they're printed in portrait instead of landscape, so we can't read the important parts.
[AGENT][NEUTRAL] Oh no, OK. I will get a new copy sent out to you. I apologize for that. Um, may I have your name?
[CUSTOMER][NEGATIVE] It's fine. I can look it up. I just want you to stop sending ones that are worthless.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Let me let them know. Um, I definitely can pass that on. May I, may I have your name?
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] It's uh any of them like, and it's every once in a while, you know, some of them are printed right and then we'll get one that's printed wrong and I understand I mean the way it is like one pages profile or a portrait and one pages landscape that they print both portraits so I can't see the um actual explanation of benefits, just the remarks.
[AGENT][NEUTRAL] See what you need to see.
[AGENT][NEUTRAL] OK, let me see that.
[CUSTOMER][NEUTRAL] It's just an extra step to have to log back in and find it.
[AGENT][NEUTRAL] OK, and Ms. [PII], may I have a good contact number in case we're disconnected and then your policy number and I'll send this over to claims for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The policy is 02559530.
[AGENT][NEUTRAL] Thank you, hold on.
[CUSTOMER][NEGATIVE] It's just a waste of postage if they don't print it right, so.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Alright, and I have you here. I just need you to verify your date of birth and the mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that. So I will go ahead and send um a message over to the claims department and just give them a heads up and let them know that you've been receiving um the explanation of benefits both in portrait mode and you're not able to see the remarks on the explanation of benefits. Did you, you said you do have access to them or I can send you copies if you need or you're OK? I just want to make sure you're OK.
[CUSTOMER][NEUTRAL] I'm OK. I don't need new copies just if they are gonna send the copies, make sure they're printed right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because yeah, I mean all the other ones that the ones that we've gotten and it's been probably a good, I don't know, 8 or 9 of them right now that, you know, about 3 quarters of them are printed wrong. um, so I have to log in and, and, you know, change it so or, you know, write down the information. So it's, it was if they're gonna bother to send them, just print them right is my only suggestion so.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, well, I definitely do understand the concern and I'll go ahead and send this over for you and again, I'm sorry that it printed that way, but I'm glad you have what you need.
[CUSTOMER][NEUTRAL] But yeah.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, is there a way to see accruals rather than hand adding them up because we have, you know, a different amount, a different, um, I don't know, bucket or whatever for each person and, um, so like for instance, you know, one of our children has met theirs, um, but is there any way to see per individual how far they are in meeting without adding them up.
[AGENT][NEUTRAL] Mhm. Um, so, well, I mean, I don't know if there's a way for you to do it, but we can do it for you. Um, we'll still have to add them up, but I can tell you.
[AGENT][NEUTRAL] Like you just want to see the difference.
[CUSTOMER][NEUTRAL] OK, so it's not just like because.
[CUSTOMER][NEUTRAL] Yeah, because some, some, you know, insurances we've had, they show, you know, here's your circle and you're 3 quarters of the way through it or here's, you know, your allotment and you know, so there's no, nothing like that without either you or me individually adding it up and that's, that's all I wanted to know.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes, ma'am.
[AGENT][NEUTRAL] Not yet.
[CUSTOMER][POSITIVE] All right thank you OK.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.