AccountId: 011433970860
ContactId: 5c2b4099-53a4-4964-8f19-1e0e904a62be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422690 ms
Total Talk Time (AGENT): 153814 ms
Total Talk Time (CUSTOMER): 231702 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/5c2b4099-53a4-4964-8f19-1e0e904a62be_20250218T19:10_UTC.wav
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[AGENT][POSITIVE] Good morning. I'm sorry, good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I have a question regarding a wellness claim form that I submitted.
[AGENT][POSITIVE] It would be my pleasure to assist you, Miss [PII]. Do you have your policy number available?
[CUSTOMER][NEUTRAL] I do. It's 02398639.
[AGENT][NEUTRAL] Thank you. And do you mind verifying your date of birth and current mailing address, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] mailing address is [PII].
[AGENT][POSITIVE] Thank you and what's a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I do have a Gmail on file for you. Can we could just go ahead and verify that while I've got you on the line?
[CUSTOMER][NEUTRAL] Mhm, it's [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And is this for your preventive claim that was submitted on [PII]? OK, let me check.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, no, actually, actually it is OK, it might be complicated.
[CUSTOMER][NEGATIVE] I said I received and this is my third time I've called back in December. I called in January and I didn't hear back so that's why I'm calling today. I have a claim number 354-078-0.
[AGENT][NEUTRAL] OK, I do see that.
[CUSTOMER][NEUTRAL] OK, and it was paid with a direct deposit into account [PII] in December I called because when I noticed it went into account [PII] I had already changed my payment or my checking account online with through the APL website. However, it didn't change on your system, so when I called in December she verified.
[CUSTOMER][NEUTRAL] That it showed the [PII], but when I pulled it up on my APL account it showed my new checking account number ending in [PII], so she was gonna research it and I did not write down a name. I just, I didn't do that.
[CUSTOMER][NEUTRAL] Um, she was gonna research it and get someone was gonna call me back. She was gonna try to find a way for it to be reprocessed. So I was submitting claims again in January, so I went ahead on my cover letter that I submitted because it was multiple claims for my husband.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] I went ahead and resubmitted the wellness claim form for that visit again, that I put a description on the cover letter that I had called. I didn't hear anything back in December. I had called in January, but the claim that I submitted was in reference to the claim that had been processed.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEGATIVE] And deposited into the wrong account so I still haven't heard anything but I did get a claim the claim notification that the claim had already been paid and it was denied.
[CUSTOMER][NEUTRAL] So when I called back in January, the representative told me that they verified that that 4606, the payment that was made was received back to APL. So I just didn't know, is there a way that it can be reprocessed to my real checking account? or is it just a.
[AGENT][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Should I not worry about it?
[AGENT][NEUTRAL] No, you definitely need to worry about it cause we need to get this to you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I just like going, it's OK.
[AGENT][NEGATIVE] I mean, that's, that's frustrating. I mean.
[AGENT][NEGATIVE] No, not at all.
[CUSTOMER][NEUTRAL] So I just didn't, because in January, the person that I spoke with did verify that I do have the correct checking account now listed is Chase Bank and it ends in [PII]. So they did fix that part.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's what I have on file for you.
[AGENT][NEUTRAL] OK. Let me.
[CUSTOMER][NEUTRAL] So I don't know the best way to handle it.
[AGENT][POSITIVE] Well, that's what I'm trying to, I'm gonna figure that out for you. How about that?
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] If you don't mind holding just one moment, let me, I see that in January, uh, the representative did send it back to claims.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and to give you a call, give me just one second, let me.
[AGENT][NEUTRAL] See if I can locate that and see who worked that. Hang on just a second.
[AGENT][NEUTRAL] And it may take me just a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I do have, if it helps, I also have the um the explanation of benefits. I don't know if that's the same number. It's a different claim number where it was denied and it said.
[CUSTOMER][NEUTRAL] It's a duplicate of a previous submitted expense.
[AGENT][NEUTRAL] Duplicate.
[AGENT][NEUTRAL] Yeah, that was the one I was pulling up first and then when it said duplicate I was like we need to go further.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And we just gonna see what we can do, hang on just a second.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] And I'm sorry no one called you back.
[CUSTOMER][POSITIVE] It's all good. Stuff happens.
[AGENT][NEUTRAL] I know, but
[AGENT][POSITIVE] We wanna get you taken care of for sure.
[CUSTOMER][NEUTRAL] Well, most people probably have stayed on top of this. I didn't, I didn't even know what my wellness benefit was until after I retired. And I'm like, wait a minute, let me go back. So it's, I'm probably one of, I'm one of those two that probably they're like, what in the world is she doing now?
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Nope, nope, nope, not at all. No, because you had those benefits and you need to get those. They're still your benefits even though you're retired.
[AGENT][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Yeah, that's true, that's true.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] So that's not, mm mm, no, don't you think that we want to get you taken care of.
[AGENT][POSITIVE] I'm gonna do my absolute best for you.
[CUSTOMER][POSITIVE] Awesome awesome I appreciate it.
[AGENT][NEUTRAL] Just trying to get to that. That was back in January.
[AGENT][NEUTRAL] When that was submitted I'm just trying to.
[AGENT][NEUTRAL] Get to their request, see who worked it and see if I if they're available we're gonna see what happened with that.
[AGENT][POSITIVE] Would you prefer I call you back and I promise I will.
[CUSTOMER][POSITIVE] That's fine. Whatever's easiest for you. Not a problem.
[AGENT][NEGATIVE] Well, this may take just a few minutes to review. I hate to keep you on hold.
[CUSTOMER][NEUTRAL] OK, that sounds fine.
[AGENT][NEUTRAL] And is that phone number you gave me the, um, that we verified, that's a good callback number?
[CUSTOMER][NEUTRAL] Uh, uh-huh. That is the number.
[AGENT][NEUTRAL] All right, I'm gonna call you back shortly, Miss, Miss [PII], OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.