AccountId: 011433970860
ContactId: 6d0e61a9-5c6c-4519-8d59-c4e9073d8c21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 808979 ms
Total Talk Time (AGENT): 382266 ms
Total Talk Time (CUSTOMER): 242067 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/6d0e61a9-5c6c-4519-8d59-c4e9073d8c21_20250414T20:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm just trying to see how far y'all are on my uh claim. I filed a claim a month ago and I have not received.
[CUSTOMER][NEUTRAL] Anything
[AGENT][NEUTRAL] OK, Ms. [PII], so you're wanting to check status on a claim that you filed, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] 640-768.
[AGENT][NEUTRAL] OK, thank you. So if you'll give me one moment please, to get your information pulled up.
[AGENT][NEUTRAL] OK, and Ms [PII], I will need to verify several things with you first for security and also any information that it's provided would be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you provided for me, so that is the best phone number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh-huh.
[AGENT][POSITIVE] Thank you. And lastly, your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying all of your information so give me just a moment to look at a few things, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, so do you mind letting me place you on a brief hold for a moment, Miss [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] How are you?
[CUSTOMER][POSITIVE] I'm pretty good how are you?
[AGENT][NEUTRAL] I'm fine. I have not run across this before and it's time for me to go, but I'm not planning on transferring this lady. I just need for you to please look at a policy to tell me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What I needed to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is your
[AGENT][NEUTRAL] 6407 uh-huh, the policy number 640768. That's OK. um yeah, 640768 Cleo Cooper.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we have a claim.
[AGENT][NEUTRAL] The most recent one that's out there for premium, the whole for premium, her policy shows paid to 41 2025.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] That was processed on [PII].
[AGENT][NEUTRAL] And given that remark.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] I've just not, I've not ever seen this and she's calling I have.
[AGENT][NEUTRAL] Borrow my other line to check the status on our claim because she hasn't heard any.
[AGENT][POSITIVE] And girl, you know I'm gonna get this call at exactly time to leave.
[CUSTOMER][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] Always.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, so that was processed on [PII]. Give me just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Well, there's not any information there like I was hoping there would be.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah, that's for [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I will.
[CUSTOMER][NEUTRAL] Let her know that I am reaching out to the supervisor of this product to see if we can get this resolved.
[AGENT][NEUTRAL] OK, so I'm just, I'm just gonna tell her it's still being processed. What, is that what I'm, I mean, I don't, on this on that particular.
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] Code
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Cause we have premium. I don't.
[CUSTOMER][NEUTRAL] See, and the thing is is I don't know when we got premium at the time it may have been a valid code, but I can't tell by the things I have access to when we actually got premium for this group.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] All right, hold on, let me look. Well, she's on self-pay. I mean, she's not a, on a group.
[AGENT][NEUTRAL] Um B Q P H I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So our date of service is [PII] and they would have only ended it.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] So it looks, according.
[AGENT][NEUTRAL] So it looks like we just got this like.
[AGENT][NEUTRAL] Today.
[AGENT][NEUTRAL] It's, do you have access to BHI screen?
[CUSTOMER][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] I don't think so, no.
[CUSTOMER][NEUTRAL] What was it?
[AGENT][NEUTRAL] B Q P H I.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, so that just shows that it was received today.
[CUSTOMER][NEUTRAL] OK, so that's what it was and what will happen is this claim will go through nightly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the examiner should receive her nightly reports tomorrow that indicate it's been received and it should be processed.
[CUSTOMER][NEUTRAL] So if we've got it it looks like it's been updated all is well so yeah.
[AGENT][NEGATIVE] OK. All right. So, so, OK, just, I don't have any. Yes. OK. Well, then I'm just gonna tell her what this remarks stated, but I'm gonna tell her that I showed that the premium was received today, was processed today. So, you know, I'm gonna, cause I don't have anything telling me not to tell her that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I, I mean there's no sense in keeping it from her. Let her know that you know we had it pended for premium. It looks like we received it. Her pay to date has been updated to give us the, you know, I would say give us, give us 7 to 10. It shouldn't take that long. It should be like 24 to 48 hours, but I would say give us at least the rest of the week or 7 to 10 business days, whichever.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, alright, because her data service was, uh, OK, yeah, right, well, um, but why would we wait? No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, hold on.
[AGENT][NEUTRAL] 2 of 24.
[AGENT][NEUTRAL] Did I just click on the wrong claim? Hold on. 32 of 25. OK. I clicked on the wrong thing, so, OK, I will let her know that. Thank you, [PII].
[CUSTOMER][NEUTRAL] What now?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK. You're welcome.
[AGENT][POSITIVE] OK, well, have a nice evening.
[CUSTOMER][NEUTRAL] Alright, bye-bye. You too.
[AGENT][NEUTRAL] Mm, OK, bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Hi, Ms. [PII]. Thank you so much for holding for me and I apologize about the delay.
[AGENT][NEUTRAL] So I can see that the most recent claim we, it had been pended waiting to receive the premium.
[AGENT][POSITIVE] And I do show that we did receive the premium. It looks like that was actually received today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it should be just a couple of more days because it will have to um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Go through a couple of more steps now that it has been received, but if you could give us proba probably by the end of the week it should be processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now do you use the computer very much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not, not really.
[AGENT][NEUTRAL] [PII] as far as like online things and uh not really I'm only asking you because we now have a portal called the online service center and that's where you could set up your profile and you can opt in for text notification alerts. I have a user guide that I could email you if you think that's something that you would be interested in.
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] But it just, um,
[CUSTOMER][NEUTRAL] Well, go ahead and do it and my daughter might, you know, walk me through it just, just in case. So when is my premium due? because I've never been late on a payment or anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. Yes, ma'am.
[AGENT][NEUTRAL] It shows that your premium, let's see.
[AGENT][NEUTRAL] It is drafted around the [PII] of each month.
[AGENT][NEUTRAL] So that's what we
[CUSTOMER][NEUTRAL] Uh-huh, I thought so.
[CUSTOMER][NEUTRAL] OK, so I don't need to make no claim after the [PII].
[AGENT][NEUTRAL] So that's, mhm. So, yes, ma'am. So I receiving it today.
[AGENT][NEUTRAL] And so and for that, right, well.
[AGENT][NEUTRAL] Yes, because your date of service fell within the window from one premium to the next. So that's what it was, but I just wanted to make sure of all that information before I told you anything.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][POSITIVE] Good, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I will.
[CUSTOMER][POSITIVE] Yeah, cause I ain't never been late. I've been with y'all forever.
[AGENT][NEUTRAL] Yes, ma'am. No, it shows that it's, it's scheduled to draft, it has the [PII] in the system, but just depending upon how the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What day that falls on?
[CUSTOMER][NEUTRAL] The pay the.
[AGENT][NEUTRAL] You know what day that [PII] actually falls on, it's usually, you know, a few days either direction. So it did draft on the [PII] and then it takes us a couple of days to receive that from your bank, but it did, it shows it received today, but it will still have to go through our processing tonight.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, and is there any other ways that I can pay for the year?
[AGENT][NEUTRAL] OK. Now, I'm going.
[AGENT][NEUTRAL] Now I could transfer you over to customer service and they could go over the different options that you may have available to you as far as um changing how your premium is set up.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I might do that later. I just call them next time cause I'm headed to the hospital. So, OK, what I do, OK.
[AGENT][NEUTRAL] If you would like
[AGENT][POSITIVE] Oh, yes, ma'am. You can call us and we'll be happy to go over that.
[AGENT][NEUTRAL] And just so that you know.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Oh you're welcome, Miss [PII], and just one last thing on this email that I'm going to send to you, it's going to come from care team.
[CUSTOMER][NEUTRAL] Um, you
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] and I will put APL online service center portal in your subject line for you, OK? So that you can recognize that is not being junk mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] All right. Well, you're very welcome. And is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, you've been a help. Thank you so much.
[AGENT][POSITIVE] Well, it was my pleasure, Ms [PII], and thank you for calling APL. I hope you have a very nice evening.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] All right. You're welcome