AccountId: 011433970860
ContactId: 6a88bcfc-f9c5-473a-a9c0-f26ee33f9aa0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464750 ms
Total Talk Time (AGENT): 255735 ms
Total Talk Time (CUSTOMER): 169343 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/6a88bcfc-f9c5-473a-a9c0-f26ee33f9aa0_20250128T15:04_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes I was calling about I got a um.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Text message over some of my claims and I don't understand it. I was gonna see if somebody could explain it to me.
[AGENT][NEUTRAL] OK, sure. I can help you with that. Uh, what is your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, well, I got 3, but one of them is 252.
[CUSTOMER][NEUTRAL] 0784
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Mr. [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Mr. [PII], what is your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you, what is your email address so I can update our system?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Make sure I'm gonna make sure I got this right. It's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And so you got a text, um,
[AGENT][NEUTRAL] Regarding a claim, um, it just informing you about the status of a claim?
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Well it said it
[CUSTOMER][NEUTRAL] Yeah, and the way I read it, it said.
[CUSTOMER][NEUTRAL] My accidental was at [PII], which I didn't do nothing with the accident because it wasn't an accident.
[CUSTOMER][NEUTRAL] And then the short term it said 98, it would pay 983 95 and the critical illness was 50. I don't, is that coming to me or is that going somewhere else or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure. I understand. Give me one minute and let me um.
[AGENT][NEUTRAL] Let me review your, the information that we have on file and then I'll be able to tell you what was mailed out to you. Uh, give me just a few minutes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It should have been direct deposit.
[AGENT][NEUTRAL] Yeah, oh well, I mean direct deposit, yes, just give me a few minutes, please, and we will get to that point here.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK. So, let's start with your critical illness. Um, now there on [PII], we did mail a check out to you for $50. That was for a wellness screening, uh, for blood, and that was mailed directly to you. It was not direct deposited. Um, more than likely, that was mailed to you before we had your direct deposit information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you have
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'm looking at your disability and it looks like on [PII], which was yesterday, we released your benefits and did a direct deposit and that amount is $983.95.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you know where you mailed the $50 because I had to update my address.
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] The $50 that was mailed, let me double check on that one. Hold on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, because the last time I called, I had to, they had my an address that I haven't probably lived there in probably 15 years.
[AGENT][NEUTRAL] Oh, OK, hold on.
[CUSTOMER][NEUTRAL] So I updated it.
[CUSTOMER][NEUTRAL] To the address I gave you a little bit ago.
[AGENT][NEUTRAL] OK, give me a minute and we'll double check on that.
[AGENT][NEUTRAL] I know there will be an explanation of benefit mailed out to you, um, with your disability, um, to the address that, you know, on Foster. Let me check on this $50 benefit. Let me go to the EOB.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] the real thing.
[AGENT][NEUTRAL] Now we do have a website that you can also uh set yourself up a login um account or an account and log in and you can check your benefits, you can do your name, your address changes there, um.
[CUSTOMER][NEUTRAL] That, yeah.
[CUSTOMER][NEGATIVE] I doubt that that's where I, uh, when I got the, the text message I got on because I downloaded that app on my phone and that's how I see the $983.95 dollars and $50.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, great.
[CUSTOMER][NEUTRAL] I mean the old the old address that they had on file from like 15 years ago, uh, that's just a couple blocks away, but if they went there I can go check there but.
[AGENT][NEUTRAL] Yes, that's where it was mailed. It was mailed there, um, you know, they'll, uh, if, if you don't get it within 30 days, we will, we can put a stop payment on it, but right now I could not, but you could, um, you know, you know, all the times if it's returned to sender, you know, we'll get it back and or so you might wanna go check and see if it, they did receive your mail.
[CUSTOMER][NEUTRAL] I, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] And then if not, give us a call back within 30 days and we can reissue that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that that $50 went to $1743.
[AGENT][NEUTRAL] Yeah, [PII]. That's where it went.
[CUSTOMER][NEUTRAL] Yeah, because I updated the address before the [PII], but that's OK. I'll run over and look.
[AGENT][NEUTRAL] OK, I apologize for that. Um, I don't know what happened and why.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you know when
[AGENT][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] Do you know when the, you know when the [PII] is supposed to be direct deposited?
[AGENT][NEUTRAL] Oh, it, it was released yesterday and it normally takes 3 to 5 business days for your bank to release it for fun. So it could be, you know, any time between now and 5 days. A lot of time, usually it's 3 days.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So 3 days from yesterday would be.
[AGENT][NEUTRAL] Yes, and you know, I am looking at your wellness claim form that was completed.
[AGENT][NEUTRAL] And I don't know if you did that online or what it was, but it did have your old mailing address on that claim form.
[CUSTOMER][NEUTRAL] Yeah, because when I, I guess when I, uh, called to see what was going on because it wouldn't let me because it they emailed me the forms.
[CUSTOMER][NEUTRAL] And my wife had the doctors and all that fill them out because, you know, like I said, I was laying over there all that dead and uh.
[CUSTOMER][NEGATIVE] Uh, I had to call back because it wouldn't let me do it. She said there's something wrong with the portal, so I end up having to fax it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But that was on the [PII] and I updated the address and all that stuff.
[CUSTOMER][NEUTRAL] So, but that's OK.
[AGENT][NEUTRAL] OK, well, yeah, I'm just, if, if you don't get it within 30 days, call us back and we can put a stop payment on that and reissue it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I.
[CUSTOMER][NEUTRAL] OK, yeah, I'll, I'll run over there.
[AGENT][NEUTRAL] OK. Well, anything else I can help you out with, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, I appreciate it.
[AGENT][POSITIVE] Well, my pleasure and you have a wonderful day and thank you for calling American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Mm thank you. Goodbye.