AccountId: 011433970860
ContactId: 69fb53e8-88e1-456d-bb52-c5c15ead076a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1809040 ms
Total Talk Time (AGENT): 702449 ms
Total Talk Time (CUSTOMER): 1090137 ms
Interruptions: 24
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/69fb53e8-88e1-456d-bb52-c5c15ead076a_20250204T21:31_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is how may I help you?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Pardon, what I missed your name. Your name is what now?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Good, uh good afternoon, [PII]. This is [PII]
[CUSTOMER][NEUTRAL] And I just was trying to follow up and make sure that my wellness claim form was received by y'all because it was mailed just a little over a month ago.
[AGENT][NEUTRAL] OK, Ms. [PII], I can check to see if we received your uh claim form. Can you please um give me your callback number, ma'am, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK, uh, area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's my residence number. Mhm.
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] Thank you, I appreciate that and then what is your um policy number please?
[CUSTOMER][NEUTRAL] My policy number is 439-078.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, a phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, uh, my address is [PII].
[CUSTOMER][NEUTRAL] My home phone I just gave to you, my cell phone is [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for us. OK, so we.
[CUSTOMER][NEUTRAL] Oh, you're welcome. I, I've been doing this for years and it usually within 2 or 3 weeks I hear something, but it's been a month and I'm like, well, wonder if something's happened, you know, so I'm just double checking.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, yes, ma'am.
[AGENT][NEUTRAL] OK, I do find um the claim was for uh Glenwood Regional Medical Center.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let's look and see, and $75 was paid.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let me keep looking.
[CUSTOMER][NEUTRAL] I don't know where it went though.
[AGENT][NEUTRAL] That's what I'm going to check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, see.
[AGENT][NEUTRAL] OK, it went to you, um, it didn't go out until [PII].
[AGENT][NEUTRAL] And it looks like it was uh
[CUSTOMER][NEUTRAL] January uh oh.
[AGENT][NEUTRAL] Yeah, [PII] and it cleared the bank and was cashed.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] [PII], that was the day that it cleared the bank.
[CUSTOMER][NEUTRAL] It was mailed out and cleared on the same day? Did y'all deposited?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Let me see if it was direct, no let me look.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Because I mean you've never done it before although y'all pull every month out of my my my my bank account for my premiums.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Whoever cashed it, it wasn't me.
[AGENT][NEUTRAL] We don't
[AGENT][NEUTRAL] We don't have the direct deposit information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For to be able to direct deposit for you um.
[CUSTOMER][NEUTRAL] Yeah, that's uh that's OK. I just didn't know I mean I know y'all y'all pull every month for my premiums is what I'm saying.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So but you said it was mailed out on the.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And it was, it has, it's saying that it's cleared the bank and I can give you the address that it went to.
[CUSTOMER][NEUTRAL] That was
[AGENT][NEUTRAL] So we can make sure that we've got that correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I went to [PII].
[CUSTOMER][NEGATIVE] It's my address, but I've never received it, so what do I do? You say it, it, it's been, it went through. I mean, in other words, y'all have somebody cashed it is what you're saying?
[AGENT][NEUTRAL] Right, I'm showing the status is C, which means it cleared the bank on [PII].
[CUSTOMER][NEGATIVE] You know what, um, this is getting to be such old news about 5 years ago somebody stole my ID and my identity on when I filed a claim with the, the I, you know, my my return, I mean for my, uh, income tax, and it took me about 6 months to get that. I don't know how anybody could have cashed that check though. I mean, in my address is [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] What what do I do about something like that? The only thing I can't understand is I mailed it on the [PII]. I don't know how y'all could have sent it out on the [PII] because it, I don't know how it could have gotten up there and back here.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's, it's pretty darn fast but.
[AGENT][NEUTRAL] Yes, ma'am. That's what I'm showing that uh that is what it says.
[CUSTOMER][NEUTRAL] Can you tell, are you able to, no, I don't know that you can tell. You don't, you don't, you don't have no way of knowing, uh, what bank it went through.
[AGENT][NEUTRAL] Um, I can put in a request to, um.
[CUSTOMER][NEUTRAL] Would you please because I've never had this happen before.
[AGENT][NEUTRAL] Check the I mean if it went if it even went through, even if it went even um if it even went through a bank um so I can see if there's a way to request um.
[AGENT][NEUTRAL] What bank it was processed at, get a check copy.
[AGENT][NEUTRAL] A return check copy from the bank.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh my gosh, and you know I've been uh I've been with y'all for hm.
[CUSTOMER][NEUTRAL] I can't even think of 20 years, 25 years, 30 years. It's the first time this has ever happened.
[AGENT][NEUTRAL] I'm looking at it since [PII].
[CUSTOMER][NEUTRAL] OK, never happened before.
[AGENT][NEUTRAL] You've been with us since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, because I see that you have sent well the names fully.
[CUSTOMER][NEUTRAL] Yeah, but I mean I don't know what to do about it if I mean if you say it went through and I didn't get it, I don't, I don't know what I don't know what my.
[CUSTOMER][NEUTRAL] What I do about that, I don't know what my recourse is on something like that.
[AGENT][NEUTRAL] Right, um.
[AGENT][POSITIVE] I tell you what I can do is I could put in a hub request for department to call you back within 24 hours and research it for you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, I'm, uh, sweetheart, I am so sorry. I didn't catch your first name again. Let me write it down.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am. It is [PII].
[CUSTOMER][NEUTRAL] [PII], if they're gonna call me back, let give them my cell number to call me back on because I'm at home and I've got errands to run tomorrow and uh I'll be out out and about, but my, my cell phone number is area code it's I gave it to you previously but anyway it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][POSITIVE] I sure would love to have a copy of that, uh huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and you want check copy.
[CUSTOMER][NEUTRAL] Yeah, or something that I can take and find out. I can, I mean, I don't know what else to do. I mean that's just one year's wellness claim form that I've lost, uh, and, and no one lives here with me. I can tell you that I'm, I'm a widow. I live by myself, so there's no one else here but me. I can't, and there's only 5 people on my street, so I'm just trying to figure out what it unless it went to a wrong address and somebody decided that was an easy way to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get $75 you know?
[AGENT][NEUTRAL] Um, yeah, people, I mean, it's.
[CUSTOMER][NEGATIVE] I've never had that happening with my mail. I've never had, yeah, but I did with my with my, somebody stole my social security number that wasn't uh.
[AGENT][NEUTRAL] Not the same. Right.
[AGENT][NEGATIVE] Oh, that's horrible.
[CUSTOMER][NEUTRAL] Mhm. Oh gosh, well.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII], uh, you're gonna turn it over and let somebody look at it and then get back with me, is that what you said?
[AGENT][NEUTRAL] Yes ma'am, I'm going to, and I'm in the meantime I'm, I'm trying to figure out how to get a copy of the clear check um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me, let me ask some.
[CUSTOMER][NEUTRAL] Yeah, because if it's you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me just, while I've got you on the phone, let me just check in real quick and see.
[CUSTOMER][POSITIVE] Sure, OK sweetheart, that'll be great thank you.
[AGENT][NEUTRAL] Let me keep looking, uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I've got a message in. So hopefully, somebody that's been here longer than me can jump in and
[AGENT][NEUTRAL] Show me the quickest way. OK, OK, I found out how to get it um.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] I'm getting some messages here so we can know what to do next because this.
[CUSTOMER][POSITIVE] OK, well, go, hey, hey, this is a learning, and this might be a learning thing for you. Somebody might have this may happen again.
[AGENT][NEUTRAL] Right, cause it's the.
[AGENT][POSITIVE] Right, this first time I've ever had somebody say that they didn't actually cash the check, but the check cleared and I wanna make sure I do it right for you and for the future if we get anybody else you know.
[CUSTOMER][POSITIVE] Well thank you [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Well, I can tell you one thing for the future I will try. I, I'll go on I'll, I'm gonna get my son when he comes in he'll be in this weekend. I'm gonna get him to help me to go online and set up a um.
[CUSTOMER][NEUTRAL] My online service thing, you know what I'm saying, so I don't have to mail it in, you know, if you can do and you can do that online for fast payment, but I've never been in a I mean it's never been like I gotta have it tomorrow so I just send it in like I've always done and I've got copies of everyone for the last.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] All these years and I'm like this just doesn't make sense.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so I've got, I found out that I need to who I need to get the request from I'm gonna do that request while we're on the phone together so that um.
[CUSTOMER][POSITIVE] OK sweetheart.
[AGENT][POSITIVE] We get it all handled while we're on the phone together.
[CUSTOMER][POSITIVE] That works perfect for me.
[AGENT][POSITIVE] Yes, ma'am. I want to make sure I do everything.
[CUSTOMER][POSITIVE] Hey, thank you, [PII].
[CUSTOMER][NEUTRAL] Well, I just let little things, you know.
[AGENT][POSITIVE] You're welcome. I wanna make sure I do everything.
[AGENT][NEUTRAL] Yes, I understand.
[CUSTOMER][NEGATIVE] Well, you know what, at my delicate age, everything makes me hacked off when somebody does something that I would never do. I would never cash somebody's check. I mean, my, my goodness, I can't even imagine.
[AGENT][NEUTRAL] No, me neither.
[CUSTOMER][NEUTRAL] And, and to find that somebody's all yeah.
[AGENT][NEGATIVE] I wouldn't even think to do something like that.
[CUSTOMER][NEUTRAL] Mm mm mm I know and so I'm just like, you know what, I just can't believe anybody would have the audacity to do that but you know I'm finding out.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] My, um, conscience would not, never let me be able to
[CUSTOMER][NEUTRAL] My conscience would not let me either, sweetheart. I'm telling you, you know, I just, uh, you know, I have this little thing inside of me that says,
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Do you really want to do that today? You don't, you know, I mean, I, you gotta have a conscience, you know.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mine is Jesus. Mine is Jesus. There's no way that I would.
[CUSTOMER][NEUTRAL] Ah, you know,
[CUSTOMER][NEUTRAL] Well, I was going to say, hey, look, no, I was getting ready.
[CUSTOMER][NEUTRAL] Well, since you said that, I'll tell you, the Holy Spirit would just like, mm mm, you can't do that. You are not, you know, even if you think, even if it crossed your mind that you wouldn't do it because you have to live with that, you know, and so.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] Right, and I would feel guilty for even thinking it.
[CUSTOMER][NEGATIVE] I know it because to me that's just about as bad as doing it.
[CUSTOMER][POSITIVE] Not, not necessarily the same thing, but you know, but um, so, uh, [PII], no, I, I, you know, I just thought I went to the mailbox just a little while ago and I went, yeah, you know, it's not there and it's been a month. I've never had one take this long and I just wanna be positive that, you know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So if I can find out where.
[AGENT][NEUTRAL] OK, I am putting in, please send a copy of clear check.
[AGENT][NEUTRAL] To the address on file.
[AGENT][NEUTRAL] For the.
[AGENT][NEUTRAL] Insured.
[AGENT][NEUTRAL] And they told me how to do this, so, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm making sure that I get everything done just perfect so we can make sure we get that clear check copy to you.
[CUSTOMER][POSITIVE] OK sweetheart.
[CUSTOMER][NEUTRAL] Because you do have my my wellness claim form you've looked at it, you've you've identified everything that I had on it plus you already knew that it was at Glenwood Medical Center that I had the mammogram.
[CUSTOMER][NEUTRAL] I don't a handy world anybody can.
[AGENT][NEUTRAL] Right. I, um,
[AGENT][NEUTRAL] I can't see your claim form, but I see that it came in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah but somebody looked at it because they processed it, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So yeah, so um.
[AGENT][NEUTRAL] Yes, the claims department gets to see those.
[AGENT][NEUTRAL] And when they, the examiners that do the claims, so um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. I almost, I appreciate you bearing with me while I put this in.
[CUSTOMER][POSITIVE] Oh no, I've got all the time in the world, sweetheart. Listen, my brother calls me every night at [PII]. He's a widow and I'm a widower. Um, I mean, I'm a widow, he's a widower, and we, we check on one another, make sure we're OK, you know, that's our way of keeping it.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Touch so you know um it's like, uh, well that's all we have so we take care of one another. He lives not too many miles down the road, but still I, I don't go by his house and, and he doesn't come up by mine and so we, we talk every somebody said why do you do that? And I said because I wanna make sure he's OK.
[CUSTOMER][NEUTRAL] And we have a certain time [PII], so that's when we talk.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hm.
[AGENT][POSITIVE] That's good that you guys do that and keep up with each other that way though.
[CUSTOMER][NEUTRAL] Well, you know what nowadays you just don't know.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] I would with my sister if I still lived close to her.
[CUSTOMER][NEUTRAL] Yeah, and I don't blame you.
[AGENT][NEUTRAL] But she lives in [PII] and I live in [PII], so it's hard, um.
[CUSTOMER][NEUTRAL] Oh my goodness, you, where do you live in [PII]?
[AGENT][NEUTRAL] I live in [PII] in [PII].
[CUSTOMER][NEUTRAL] Oh, do you, mhm, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Well, uh, we're just a state apart then, are we?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I thought now these claims go to [PII], yeah.
[AGENT][POSITIVE] Yes they do.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But my my policy and everything, it used to be everything I sent was to um to uh outside of [PII] where y'all's home office is where the um.
[CUSTOMER][NEUTRAL] American public life is.
[AGENT][NEUTRAL] Right, uh, in flow with, yes, uh, we no longer have the claims, yeah, we don't have the claims go there anymore.
[CUSTOMER][NEUTRAL] Yeah, yeah, in [PII], mm.
[CUSTOMER][NEUTRAL] Yeah, that's right I think that was several years ago that y'all changed it to this this particular address, um.
[CUSTOMER][NEUTRAL] But um,
[AGENT][NEUTRAL] OK, I got one more sentence to type and I think I'm done.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][POSITIVE] Uh, you've been so sweet holding on there for me.
[CUSTOMER][NEUTRAL] Oh listen, listen, you're doing me a favor by doing this while we're on the phone because unfortunately um and, and never in it never your your business the the company that that you work for, never have I ever had anybody in customer service and anything but very polite, very uh.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh
[CUSTOMER][MIXED] Yeah, and always nice but you know a lot of times when you call somebody at customer service you you don't even get anybody that you can understand they speak another language and they don't even want to answer your question so I'm tickled to death to speak to you because at least you, you and I can converse and um.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You know, maybe we can get this squared away because I sure would like to go to the person whoever did this. I'm, you know, I'm, I don't know what my my recourse will be, but.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] But I will, you know what I will do after you give me out when we get up before we get off the phone.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I will um and I don't know how you can direct me on what to do but um I will um either call back and and ask for you or whatever I don't know how I can do that but I can call back and just tell them I want it to go on file that it was stolen that it would never was it never you know I want them to realize that it didn't it didn't arrive just so somebody knows you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, I did put in the notes that um
[AGENT][NEUTRAL] When I just did your notes for the um I said insured called to check on wellness claim and I get the claim number check number 2021985 for $75.
[AGENT][NEUTRAL] Insured asked for clear check copy because she says she didn't cash it and then I put in the.
[CUSTOMER][NEGATIVE] I never received it, yeah.
[AGENT][NEUTRAL] Right. But it's showing that it cleared. So like, I wanted to make sure I said you didn't cash it.
[CUSTOMER][NEUTRAL] Right, exactly, and you might also might, but oh, I didn't mean to interrupt.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Oh, OK. I, I might, you might also wanna, uh, include the fact that that the claimant may lives alone, so there's not like people in my house that would go out there and steal my check and cash it because if they did they'd move out of my house real quick too.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEGATIVE] Get rid of them, get them to the curb.
[CUSTOMER][NEUTRAL] I mean, I'll just say, I'd say, uh, you don't do that and live here.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] True.
[CUSTOMER][NEUTRAL] Oh shoot.
[AGENT][NEUTRAL] But I've got it all completed and I've got the request in for the lady that I needed to contact to be able to get the clear check copy from and I stated in the request that it needed to be mailed to the address that we have on file because we know that that's a good address for you um so that you have that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][MIXED] Yes, it's a good address except that there's a check.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because the check didn't make it. Oh well, let me ask you something then [PII]. OK, this is the um is this today is the [PII]? Yeah, today is the [PII], OK.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It'll take them what just a guesstimate as to if I've not if I have not received anything from y'all by what should I call back, give me an idea of what would be a
[AGENT][NEUTRAL] OK, so we usually process things within 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't know how that check was processed that fast and in cash within 7 to 10 because [PII] was right after the first of the year. I just, I just don't understand that. Do you? I mean, in that kind of.
[AGENT][NEUTRAL] Yeah, it was, um, receipt.
[AGENT][NEUTRAL] It was done on the [PII]. The check was um.
[AGENT][NEUTRAL] Cleared on the [PII].
[AGENT][POSITIVE] And that's the thing is maybe because we do live so close together.
[CUSTOMER][NEUTRAL] How can it come from
[CUSTOMER][NEUTRAL] No, but check when it it came from [PII]. How could it, it couldn't have got here. Listen, I'd like to think our mail was that fast.
[AGENT][NEUTRAL] Oh, it came from [PII]. Yeah.
[AGENT][NEUTRAL] No, the claim.
[AGENT][NEUTRAL] The claims go to [PII], but we do process the claims through APL, which is in [PII].
[AGENT][NEUTRAL] And the checks would be processed through [PII].
[CUSTOMER][POSITIVE] But sweetheart, even if it was you.
[CUSTOMER][NEUTRAL] OK, y'all received it when now?
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] the [PII].
[CUSTOMER][POSITIVE] And you mailed me a check. It got all the way over here and I cashed it in 2 days.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, I mean, you said you didn't cash it, but when it goes to the like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, no, but somebody did.
[AGENT][POSITIVE] Right. When it goes to the lady that it needs to go to, she will check on everything for that, for that check. She'll be able to see everything.
[CUSTOMER][NEUTRAL] I mean, even
[CUSTOMER][NEUTRAL] Yeah, doesn't it doesn't that sound a little bit strange to you?
[AGENT][POSITIVE] It does, it sounds very fast.
[CUSTOMER][NEGATIVE] It's not possible. You can't put a check in the mail in [PII] and it'd be here the next day and I can get up my mail service is not that great and I would get to the post office on the same day.
[CUSTOMER][NEUTRAL] It's just not possible. I've never had anything that, that would be a miracle.
[CUSTOMER][NEUTRAL] But now who, who would the lady be that I will she contact me or or or she'll just send it out to me?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, she's gonna get a copy where the check cleared the bank. She's gonna get that for us, um, because she has all the, there's only one lady that can, um, get all the banking account information. Yes. So she's gonna check. Yes, she'll be able to um see that that check cleared. She'll be able to get us a clear check copy.
[CUSTOMER][NEUTRAL] Oh, OK, one lady.
[CUSTOMER][POSITIVE] Oh good, that makes it nice.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Now, uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she's gonna mail that to me or she's gonna call me? Which one do you think it'll be?
[AGENT][NEUTRAL] She's gonna mail it to you. I requested that it be mailed to the address on file so that you actually have it in your hand.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEGATIVE] OK, so if, hey, [PII] don't laugh, but if she mails it tomorrow and I get it Friday, that'll be a miracle. Do you understand? And I bet you, I bet I won't, I bet because you will hear y'all will hear back from me the day that I get it in the mail and if it's a week to 10 days, you'll know that that was not, that's not, that wasn't even possible. I don't know how anybody could have cashed the check.
[AGENT][NEUTRAL] I'm not.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] First of all, it had been printed, mailed out, receipt to the post office here in [PII]. Mm mm I can just tell you, I wish I could believe I can't even get my local mail to get to the, to the mailbox in 3 days, so, uh, that doesn't even make sense and then go to the bank. But anyway, OK, so, uh, you're, you're sending it to her, probably she'll pick up on it tomorrow.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. She's probably already left for the day. Right. She may, she may clock out at [PII]. so the ladies that have been here for many, many, many years get to leave at [PII]. So, um, she
[CUSTOMER][NEUTRAL] If she doesn't this afternoon, yeah, OK, today.
[CUSTOMER][NEUTRAL] Yeah, well, that's OK.
[CUSTOMER][NEUTRAL] Oh well that's lucky her.
[AGENT][NEUTRAL] Yes, so she'll probably clock out at [PII], but she'll get it in the morning when she comes in.
[CUSTOMER][NEUTRAL] OK, [PII], so
[CUSTOMER][NEUTRAL] OK, which is a Wednesday.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And so if I don't hear from y'all about.
[CUSTOMER][NEUTRAL] Next Friday?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That's plenty of time, right?
[AGENT][NEUTRAL] I would think so, yes, ma'am.
[CUSTOMER][NEUTRAL] Well, I mean, it'd have to almost, uh.
[AGENT][NEUTRAL] I mean it's 7 to 10 business days is what what what they tell us to tell because it also gives a little leeway but go ahead and call next Friday and we'll see if.
[CUSTOMER][NEUTRAL] Wednesday Thursday.
[CUSTOMER][NEUTRAL] Well, if I call next Friday that will be 8, yeah, that's 8 days and that I mean if, if y'all if y'all can't mail that to me and and get it in 8 days there's no way I got anything in 2 days and deposited it. See, even she's gonna probably think that sounds a little bit fishy. I know I do, but anyway, well [PII], thank you so very much and I, I so sorry I kept you on the phone so long, but you've been a tremendous help.
[AGENT][NEUTRAL] If it's gone
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right. Right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, Ms. [PII], please, please, please don't feel bad at all. I wanted to make sure I got to the bottom of it. I wanted to make sure that I did it accurately and that you can get answers because I'd sure want them.
[AGENT][NEUTRAL] I would.
[CUSTOMER][POSITIVE] Well, and I, hey, look, the thing about it is I do this course. I keep my, my, my policy, thank the good Lord, thank God I've never had to use it, but I use it for my wellness. I get my $75 back and let's face it, in today's $75 is a lot of money because look what everything's gone up so much, you know, so, um.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Uh correct.
[CUSTOMER][NEUTRAL] But it'll pay a bill or it'll buy some groceries, not very many groceries.
[AGENT][NEUTRAL] It will.
[AGENT][NEUTRAL] Might buy you a gallon of milk and some eggs.
[CUSTOMER][POSITIVE] That's about all it by you're so right, [PII]. Well, thank you, baby. I appreciate you so much and listen, uh thank you so much and look if your if your supervisor even needs to know if somebody that you spoke to through customer service was very pleased with you, please give them my name and number and I'll be glad to answer anything they have to know because you have been so nice.
[AGENT][POSITIVE] Oh, Ms. [PII], I appreciate that. I appreciate that. I can give you an email address if you want to write an email, um, they do let us do that.
[CUSTOMER][POSITIVE] Well, look, I worked.
[CUSTOMER][NEUTRAL] All right, just a sec.
[CUSTOMER][NEUTRAL] OK, can I get you to do me a favor? You've got my email address.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Would you email me and give me your information and I will email you whatever whatever you think I mean tell me what you, uh, will it go to your boss or will it come if it goes straight to you you can just submit it to them and show them.
[AGENT][NEUTRAL] No, it's gonna go to an email address that's the care team. It's [PII]
[CUSTOMER][NEUTRAL] Wait just a minute let me get my pen then because uh.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] T E A M.
[AGENT][NEUTRAL] And then the at sign.
[AGENT][NEUTRAL] [PII] gonna be [PII]
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just a minute. I'm, I'll go over to say this again and make sure I put my glasses back on. OK, [PII], is that correct?
[AGENT][POSITIVE] Yes, that's correct. Once the care team receives it, they'll send it to my supervisor.
[CUSTOMER][NEUTRAL] OK, and I'm gonna do that. I probably, I'll do it after you're gone this afternoon because I'm gonna, I'm, I'm, I'm updating my files. I, I have to update everything but this even don't you even think that that's a little bit suspicious that it would be printed on the [PII] and deposited on the [PII]? I mean.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I think that is and I know that um when the lady in the finance department looks at it, she'll be able to see what exactly is going on. So that's another reason why I wanted to put in that request so we could get a second set of eyes on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, listen, I, I, yeah, well, thank you, hey, well, exactly, the only way it could have been, uh, received and deposited that fast is if they had deposited into my checking account, which they have that information. It's on file.
[AGENT][NEUTRAL] Somebody who deals with the banks.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] I mean it's on file because y'all draw y'all at the first or whatever day of the month it is y'all um you know I have a y'all deduct my premiums out and have for years.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's the only thing that would make sense, doesn't it?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] I mean, but they've never done that before.
[AGENT][NEUTRAL] But it, it's show, it's clearly stating, yeah, it's clearly stating that it went by check.
[CUSTOMER][NEUTRAL] Oh, it went by check mm well that wouldn't be it then, hm.
[AGENT][NEUTRAL] Mhm and I even got the check number if you'd like the check number.
[CUSTOMER][POSITIVE] Yeah, just a minute sweetheart. OK, all right.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, check.
[CUSTOMER][NEUTRAL] Number
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 20, it's 2021.
[AGENT][NEUTRAL] 985.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 985 for $75.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, 2021985.
[CUSTOMER][NEUTRAL] OK, that was the check, OK.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Well, I should know something soon and no matter what I will, you know what I'm gonna do when it when it's all completely done and I find out one way or the other what happened I'm gonna send a follow up because I'm, I, I, I listen, I worked for the state for 45.5 years in [PII] and I know how I know what I should have retired many years before, but I just loved what I did. I I worked with people with disabilities and I loved it, you know, but yeah.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Oh, my goodness.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, yes.
[CUSTOMER][POSITIVE] But uh but what I'll do is after everything's done and we can get some kind of you know something's done and I know what's going on and y'all do too then I'm gonna follow up with another email to your same because I put it on the back here and I, I will let them know how much I appreciate their diligence and trying to make something right that I don't understand and well look, I worked for the state I was a supervisor and there's nothing like an email or something to help, you know, we all get judged on our work.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] At least we, I'm sure y'all do too. And, and it's nice when somebody says something nice about us instead of something ugly about it.
[AGENT][NEUTRAL] We do.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] So anyway, [PII], thank you so very much, sweetheart. You're welcome and
[AGENT][POSITIVE] Yes, I appreciate that so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII].
[CUSTOMER][POSITIVE] All right, sweetie, and have a nice rest of the afternoon, OK?
[AGENT][POSITIVE] You. Thank you, Ms. [PII]. I appreciate you and thanks for calling APL and I hope you have a blessed rest of your night also.
[CUSTOMER][POSITIVE] You're welcome, sweetie.
[CUSTOMER][POSITIVE] Thank you dear bye bye.
[AGENT][NEUTRAL] Mm bye bye.