AccountId: 011433970860
ContactId: 6bcc2dea-d785-4f9a-8e1b-0a646038fb33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 575070 ms
Total Talk Time (AGENT): 226155 ms
Total Talk Time (CUSTOMER): 240915 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/6bcc2dea-d785-4f9a-8e1b-0a646038fb33_20250423T20:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], um, I received a letter, um, from you guys stating that I had a check, uh, I guess, uh, a refund like I just say, um, sent to me and that I haven't cashed it, but I remember getting it, but I, it also has this little part, you know, where you fill out and stuff and and all that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so I don't have access to uh uh um um a fax machine. Can I, I was just wondering if I could email it to you if not I gotta find a way to get it to you.
[AGENT][NEUTRAL] Um, let me double check on the if it's considered a claim for. Hold on one second, let me see.
[AGENT][NEUTRAL] Cause I know for regular claims, we can't submit that, we can't receive that through email because of HIPAA laws, but this is a little different.
[AGENT][NEUTRAL] So I just wanna make sure. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then they didn't give an option for that or any other, you know, choices or, you know, like I said, well, maybe this, this, this might be the right place to call if not then I could try the the other ones if you suggest another, you know, one to call and talk to them, talk to you guys, I mean.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Let me see what, so it's just like, um, so you received the um outstanding check letter sounds like.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] A letter?
[CUSTOMER][NEUTRAL] And it, it's a letter stating that it was, there was an overpayment.
[CUSTOMER][NEUTRAL] So they're refunding me some money?
[AGENT][NEUTRAL] Oh, that's OK. Hold on one second. So let me see if I can pull a claim for you. Does it have a ref uh policy? Does it have a reference number on there?
[CUSTOMER][NEUTRAL] Uh, let me see, hold on, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] I got 2 different pair of glasses, one for reading and one for distance.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I have one. OK. It says right here read outstanding check number, then I get the check number, and then I'll read the other numbers out to you. It says payee, oh, I guess those two will be pay payee reference number. Is that the one you're talking about?
[AGENT][NEUTRAL] And what's the check number too?
[AGENT][NEUTRAL] Mhm. I'll take that and the check number.
[CUSTOMER][NEUTRAL] OK. Well, the PE reference number is 002307339.
[CUSTOMER][NEUTRAL] And then the um check number is 200.
[CUSTOMER][NEUTRAL] 344 3
[AGENT][NEUTRAL] OK, and may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] My contact number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And Mr. [PII], do you mind if I place you on just a brief hold, um, so I can locate the check and um see how we can see how the form you have can be sent back.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] Yes. You are on hold.
[AGENT][NEUTRAL] OK, so it's OK, wait a minute.
[AGENT][NEUTRAL] So it was a disability claim?
[AGENT][NEUTRAL] Uh, overpay refund of $63. This is $923 2024.
[AGENT][NEUTRAL] 6338.
[AGENT][NEUTRAL] Premium overpayment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is another but see if another check needs to be mailed after for the check any call back email request to da da da da da, OK.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Able to locate a check you decide to retire.
[AGENT][NEUTRAL] That's not, and it's not for a claim, so yeah.
[AGENT][NEUTRAL] OK, hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, so you can go ahead and email the um
[AGENT][NEUTRAL] The form back to the care team and that um email is care. OK.
[CUSTOMER][NEUTRAL] Oh, hold on, let me get you to write it down.
[CUSTOMER][NEUTRAL] Is it the same one that's on the, on the, on the, let, let me read to you what the one I have uh written here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh shoot, that's the wrong paper, man. Sorry, I went through this paperwork and stuff and like here let me get that.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] The the email I have is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So that's like an email that we use like if you were to want like a call back from the representative to like get more information about what that letter was for. Mhm. But the care team that's
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][POSITIVE] Oh, OK, got you, got you.
[CUSTOMER][NEUTRAL] Yeah, that's OK. OK, so then.
[AGENT][NEUTRAL] That's us, so we'll go ahead and send it for processing.
[CUSTOMER][NEUTRAL] Yeah, but
[CUSTOMER][NEUTRAL] Oh yeah, um,
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so it's [PII] Team, [PII]
[AGENT][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] [PII] [PII],
[AGENT][NEUTRAL] [PII] [PII],
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, that's, that's the same, the, the, I guess suffix of the same one I have. OK, all right, great.
[AGENT][NEUTRAL] And then just since I'm in your policy, I just, um, hold on one moment, I just want to make sure. Just can you verify your date of birth and the mailing address?
[CUSTOMER][NEUTRAL] In [PII] and [PII].
[AGENT][NEUTRAL] And that's the address that you, that's still current, right? You'd like us to send?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then what's a good email address for you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and thank you for verifying. I just want to verify the policy since I had to access it. And um was there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, uh, like I said, I've been, uh, trying to figure out how, how can I, uh, um.
[CUSTOMER][NEUTRAL] Get it back to you and say, well, you know, let me try this and if not, then I guess I'll have to take it to work and see if I can get someone there to do it for me.
[AGENT][NEUTRAL] Well, I well, when, when you send the email, you'll get a confirmation from us to let you know that we received it and then you'll get another email once everything's um once the form you send in has been processed.
[CUSTOMER][NEUTRAL] OK, OK. Yeah, I mean, I, I don't, I don't even remember when I signed up for this, or, you know, I guess it must have been through my job.
[AGENT][NEUTRAL] Yes, it was through Union Bank and Trust.
[CUSTOMER][NEUTRAL] I just don't remember the name.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Mhm. You had a policy?
[CUSTOMER][NEUTRAL] Union Bank and Trust.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You had a policy with us, [PII], and then [PII]. I almost said [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That, yeah, that must have been this, um, and then I guess, uh, maybe they, um.
[CUSTOMER][NEUTRAL] Switched over from this other uh um
[CUSTOMER][NEUTRAL] Group, I don't know.
[CUSTOMER][NEGATIVE] I'm, I'm, I'm getting all these, all this like I'll sign up for maybe like an insurance or something at at at work and then I've gotten letters saying that, oh, that this, this, this, we're not carrying yours no more now this, these people are carrying it for you. It's so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, it switched around a little bit.
[CUSTOMER][NEUTRAL] There's a lot of, a lot of stuff to try to remember.
[CUSTOMER][NEUTRAL] Yeah, so I'm thinking that's what this is about. I don't know.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] All right. Well, I just wanted to know, you know, I mean, evidently you got all my information, so I signed up for something.
[AGENT][NEUTRAL] Yes, sir. Well, all the information provided was a verification of benefits, not a guarantee of payment. And Mr. [PII], excuse me, was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, no, that's it. Like I said, um, I just trying, I was just trying to also to, like I said in the back of my head right now I think, was it this or was it that, you know, because there's a lot of stuff in the past few years that I've been signing for and whatnot and getting and, you know, just.
[CUSTOMER][NEUTRAL] So yeah, it has to be something in there. I gotta go back to my paperwork and, and, you know.
[AGENT][NEUTRAL] Yeah, it sounds like they did a lot of switching too.
[CUSTOMER][NEUTRAL] See where where where this is at.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, well thank you very much for your help.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.