AccountId: 011433970860
ContactId: 616602ff-43ac-4446-9fdd-949e8b96f214
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407720 ms
Total Talk Time (AGENT): 103598 ms
Total Talk Time (CUSTOMER): 241429 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/616602ff-43ac-4446-9fdd-949e8b96f214_20250501T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm good um so I have a um insured on the line. Well, actually it's the spouse, um, she's calling regarding a claim payment.
[CUSTOMER][NEUTRAL] Um, she was requesting a supervisor. I tried the escalations chat in teams, but [PII] is in a meeting and unavailable to get on the call, so she told me to transfer to care team and y'all can assist her if it needs to be sent on to um claim support.
[AGENT][NEUTRAL] For the policy number?
[CUSTOMER][NEUTRAL] It is 169.
[CUSTOMER][NEUTRAL] 941 9.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That is the policy that the claim is under.
[AGENT][NEUTRAL] Was the claim for sale or?
[CUSTOMER][NEUTRAL] Yes, the claim is for [PII]. Data service is 10-9-2023.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So she's calling because she states that she's talked to um service reps many times and that the check was issued previously to the provider. The provider said they never got it. She called in, we told her that it had never been cashed, so we reissued a new check and now the provider is calling her again telling her she still owes the money um because they haven't received the check from us.
[CUSTOMER][NEGATIVE] Um, so she wants to verify where the check is being sent. She has an address to double check it against and all that, so she's just a little upset that she keeps having to go through this.
[AGENT][NEUTRAL] OK, uh, did you get what claim number it was? It looks like there's a couple duplicates. Let's see. Uh, well, it looks like, OK, I see it, got it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I was gonna say, no, I don't know anything about the claim numbers. I got you data services though 10 9 2023, um, and her callback number is um [PII].
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Appreciate it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 547.
[CUSTOMER][NEUTRAL] 0440.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] All right, well, are you ready for her?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][POSITIVE] Alright here she comes. Thank you so much have a good day.
[AGENT][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] on the care team. Um, memory had explained what was going on. We're checking on a payment, is that right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me see. OK, so you're wanting to verify what address it was mailed to, is that right?
[CUSTOMER][NEGATIVE] Well, because they keep telling me, Daycare keeps telling me that they have not received um the payment, so this is something that I had done.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEGATIVE] Daycare says we didn't get it. Uh, APL I called again. They said we sent it. I go back and tell Daycare they said we didn't get it. APL called, I called back APL and, and they said, um, I mean, I told them, listen, Daycare is not, says they didn't get it. Would you please reissue a check?
[CUSTOMER][NEGATIVE] Um, they tell me, yes, they're gonna reissue a check that was like 2 like 2 months ago and uh I assumed that it was all gonna be taken care of and now I get another statement from Baycare saying no, they did not send it. So I'm not quite sure what is going on.
[AGENT][NEUTRAL] OK, let me check the.
[AGENT][NEUTRAL] Status of the check and
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] It looks like we sent, sent it to Baycare.
[AGENT][NEUTRAL] Did they, do you have an address for them that they gave you?
[CUSTOMER][NEUTRAL] Well, I, yes, I just, yeah, I just asked them for an address and they gave me daycare outpatient imaging, [PII].
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, it looks like we issued it on [PII], and they cashed it on.
[AGENT][NEUTRAL] that cache date again for you.
[AGENT][NEUTRAL] They cashed it on [PII].
[AGENT][NEUTRAL] And that was for $200.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] OK, well, I don't know understand then why they called me to let me know that they didn't have anything if you're just telling me they did cash it on [PII]. So let me call them back one more time and make sure that they correct then my.
[AGENT][NEUTRAL] Let me, let me give you
[AGENT][NEUTRAL] Yeah, let me give you this address though. It did, it did go to a different address than what you gave me, so maybe that's where the problem is, if they can check their billing apartment with this address.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh hang on a second, I don't have a pen where I'm at right now.
[CUSTOMER][NEUTRAL] Um, would you be able to maybe email me the information that way I can just forward it to them?
[AGENT][NEUTRAL] Yeah, absolutely. Let me, let me verify your email. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what would, what would be, oh, I actually, it doesn't look like we have an email on file. Hold on just a second.
[CUSTOMER][NEUTRAL] Yeah, my husband's email is different than mine, so I'll give you mine so it comes to me directly.
[AGENT][NEUTRAL] OK, what's your email?
[CUSTOMER][NEUTRAL] It's the letter [PII]. [PII].
[AGENT][NEUTRAL] Alright, let me email this over to you that way you can share with them, but yes, they have cashed it and it was for $200 so I probably the confusion is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Yeah, if you could just put, yeah.
[AGENT][NEUTRAL] Yeah, the address.
[CUSTOMER][POSITIVE] Yeah, if you could just put on there, if you could just put on there, um, you know, when it was cash, the amount, and what address it was sent to that would be very helpful.
[AGENT][NEUTRAL] OK. All right. I'll get that to you. Just give me about 2 minutes, OK?
[CUSTOMER][POSITIVE] Thank you. Yes, and what's your name again?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][POSITIVE] [PII]. OK, [PII]. Thank you for your help.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.