AccountId: 011433970860
ContactId: 50bc1f84-d4b2-438d-82b1-cf1fccac67c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443329 ms
Total Talk Time (AGENT): 183964 ms
Total Talk Time (CUSTOMER): 158413 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/50bc1f84-d4b2-438d-82b1-cf1fccac67c3_20250121T16:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII]. OK, so I have used y'all forever and you've always had the wellness benefit for us where you got online and you chose the wellness benefit and whoever it was for and you uploaded the dates and all that. OK. So I called her a while back because when I got on there, it was only for myself and I carried it on the whole family.
[CUSTOMER][NEGATIVE] And y'all told me that y'all, that we were no longer doing that through y'all we were doing it through somebody else, but that if they were before [PII], I could go ahead and fax them in y'all. So I had a whole page full of my husbands that were, and I never received any money back. I never heard back from y'all, so I don't even know if you actually got my facts. So tell me what I need to do.
[AGENT][NEUTRAL] OK, let me take a look. Uh, could I get your name and a callback number, please?
[CUSTOMER][NEUTRAL] Uh, it's [PII] at [PII].
[AGENT][NEUTRAL] Thank you and what is your policy number with us?
[CUSTOMER][NEUTRAL] Um, OK, well, I have an accident policy number and a cancer policy number, but I was just wanting to file for wellness, so I don't know what number you need.
[AGENT][NEGATIVE] Mm, let me give, uh, give me the cancer.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, it is 1207939.
[AGENT][NEUTRAL] OK, [PII], if you could verify your date of birth please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much and let me see.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You know what I'm talking about, don't you? Like you could get on there and put, you know, for dental and put the doctor's name and the the the date of your appointment and then.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, I'm not sure it looks like I'll probably have to um transfer you to a different department uh it wouldn't be a policy I would handle and would be able to answer your questions. Do you remember when you called regarding uh and spoke with someone?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, let's see here, um, let me see what date I put on mine, maybe around, uh, [PII].
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] That's the date I typed on my form I faxed.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes girl it is one of the best benefits y'all had and I said y'all we're no longer through y'all so I gotta find out who we are through, but y'all did cover it to a certain point, so they told me to go ahead and send it in for y'all.
[AGENT][NEUTRAL] OK. And you said this would have been on your husband?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] OK, let me see if it acts.
[AGENT][NEGATIVE] We received anything.
[CUSTOMER][NEUTRAL] There's like 14 of them on the sheet and like I say, normally I would have gotten in and I would have entered the date and the doctor and their phone number but um y'all didn't have that option anymore so she just told me to fax her this whole sheet that had um the information on it and then they would call and check it and all that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm yeah I don't show anything coming in. I believe this is part of your.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see. Insur called because she can't file claims on those and I let her know the policy lapsed and when it left you don't do it she will fax her claim. OK, so you called in on.
[AGENT][NEUTRAL] [PII]. OK, let me get you over to the department. It looks like it did not it was not received the fax.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and they'll probably let you know, you know, to go ahead and refax that you do have up until like uh she explained if it's prior to [PII], you can still submit that information. Uh, would you like to speak with someone within that department or uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, let me, let me talk to them so I can see how to know if they even get my facts.
[AGENT][NEUTRAL] OK, OK, because normally the fax, once you send it in, within about 24 hours, you should be able to, it will show in the system.
[CUSTOMER][NEUTRAL] I know and I, yeah, and I have the option of them just putting the money in my bank account so I've just been checking and uh yeah, there's nothing there so yeah.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, hold one moment, I'll get you to the right department.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] PIBST.
[AGENT][NEGATIVE] I don't know what the hell this is.
[AGENT][NEGATIVE] And this is cancer, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] over in the claims department. I have an insured that has a cancer policy.
[AGENT][NEUTRAL] Uh, and it looks like she did call back in November, uh, of last year. Uh, her policy has been canceled and she's trying to file a wellness claim for her husband.
[AGENT][NEUTRAL] Which would be prior to the uh term date.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Um, but I don't, she said she faxed it. I don't show that it was ever received, and she's just wanting to speak with someone in the cancer department.
[CUSTOMER][NEUTRAL] OK, what's her policy number?
[AGENT][NEUTRAL] It is 1207939.
[AGENT][NEUTRAL] And [PII] is who is on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um I have verified her information.
[CUSTOMER][NEUTRAL] OK, you can send her on.
[AGENT][NEUTRAL] Oh, OK, here she comes.