AccountId: 011433970860
ContactId: 6d1a39ee-de0c-4632-bdc8-3b2b0ec8630c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 648340 ms
Total Talk Time (AGENT): 363823 ms
Total Talk Time (CUSTOMER): 291333 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/6d1a39ee-de0c-4632-bdc8-3b2b0ec8630c_20250124T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Oh sorry, the line is kinda, it's not great. What was your name? I didn't catch your name.
[AGENT][NEUTRAL] Oh sorry, it's [PII]
[CUSTOMER][NEUTRAL] OK, I can hear you now. It just it cut out. Hey. Hi [PII]. I'm just calling because my wellness claim benefits. I work for Southwest Airlines. I'm a flight attendant and I have um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Insurance with you guys and I have yet to receive the wellness claim benefit, uh, reimbursement of $50 from you folks. I tried setting up um an account online. I was sent um the link and the response I got from trying to do that was I took a screenshot.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Anyways, long story short, I'm.
[AGENT][NEUTRAL] Is it saying it doesn't find you in our system?
[CUSTOMER][NEUTRAL] Yeah, it appears you may not be eligible to create an account blah blah blah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so 9 times out of 10, um, that issue is because the information that you enter to create the account has to match what we have in our system so we can definitely go ahead and check on that claim, um, and then we will make sure that all of the information that we have is accurate and that of course would be the information you input to create the account uh what is your name?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, the girl, hold on, let me see here, policy number should be 2170737.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] All right. And now we're just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying that information. Alright, um, let's see, when did you or kind of sort of OK, when did you file this claim with us?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I filed the claim on December because I faxed it in to you guys. I filed it on [PII] of last year, and I, I, I followed up with you guys because I got a letter in the mail saying we're, we are revealing your claim, blah blah blah, and anyways, I called initially because.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it was mailed to [PII]. That was my, uh, maiden name. I got married, my name changed to [PII]. Anyways, I've called you guys to say, hey, I don't know if you've already mailed out the check, but my last name is [PII], not [PII] anymore. So the girl verified it in the system. She's like, no, we have it as [PII]. They, they fixed it according.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] to who I spoke with anyways, so they said the check was in the mail anyways, it's already what is this, the [PII]. There has been no no check that has been sent to me, so uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, so I do, I, I did pull up the check. I found the claim we did pay that $50 however, I do see that the check, um, it looks like it was issued out [PII] and it has not cleared, so again it could be a million reasons that's why that is could be lost in the mail, you know, you never know so our policy is that it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. I don't, I can tell you, I just don't have it.
[AGENT][NEUTRAL] Yeah, no, that's perfectly fine. I can see of course that it has not been cashed, um, and our policy is it has to be at least 30 days from the issue date which it has been, so I can definitely get this reissued to you um before I do that [PII], I do want to say that the reason you're unable to create an account on our website is that this policy is no longer active um and so that's going to be why it's not allowing that.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Is, is it no longer why would it be no longer active? Is it, isn't it because open?
[AGENT][NEUTRAL] I am definitely going to search and take a look. It does say that it was [PII] of this year, uh, with the term date. So if you'll give me one moment, I do wanna verify that first before I get, I mean this check is perfectly fine as long as it was active during that time that's not a big deal at all, um, but if that was unintentional you didn't want it to be.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I mean because open enrollment uh it I didn't, I didn't initiate any kind of termination um I haven't sat down yet, go ahead.
[AGENT][NEUTRAL] Terminated
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you
[AGENT][NEUTRAL] You did want to keep this policy?
[CUSTOMER][NEUTRAL] Yeah, yeah, I mean because I sit down with a representative from the short term uh of our supplemental insurance with Southwest every year and they review all your coverages. I haven't initiated any kind of cancellation on anything, so I don't know why it would be canceled.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it might have been the group just the group might have dropped it um so if you wanted to, I will get this check issue um reissued um and then I can transfer you to our customer service department and we'll see about getting this reactivated for you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Oh, well, my thing is I, I wanna, if you, if you don't mind, reissue that check for me, um, and this is, um, for the $50 and make it out to [PII] anyways, uh, I'll have to, I wanna sit down with a representative from Southwest are we no longer going? Did we no longer have coverage with you guys?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well that's what I'm going to see um when I reach out to customer service they'll be able to let me know that um but that being said it doesn't necessarily mean that you have to terminate your coverage with us um there's always a little window that we might be able to get it uh reactivated if you chose to keep this policy um independently of your employer that is definitely possible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so just sure just refresh my memory, what is this policy, the APL, what is that covering again? I have so many different policies.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] This is, oh no, you're perfectly fine and this is the one policy you had with us um it is a cancer policy so it's pri primarily for um cancer coverage um and then of course as you know it has does offer that wellness benefit and some of them, um, I could pull up the policy and check if you'd like, but some of them offer benefits for um heart attack or stroke or specific um diseases as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But, but the, sure, but the current policy I have with you from last year was canceled, OK, OK.
[AGENT][NEUTRAL] Cancer. This is the cancer policy, yes.
[AGENT][NEUTRAL] OK, before I.
[CUSTOMER][POSITIVE] Yes, what I would like to do obviously, OK.
[AGENT][NEUTRAL] Of course, before I get uh customer service on the line, um, I am, I know we already verified, but just for me I'm going to go ahead and verify the address as [PII].
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] That is my correct address and that the check needs to be made up to [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We have, yes, we've got [PII] as the name, so that's that's good. OK, so I will get that process underway, um, and then I'm going to put you on a brief hold while I get customer service on the line we'll see what we can do about getting this policy back up for you.
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Alright, did you have any other questions for me before I get them on the line?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, so you are, you're gonna just be sending the check, reissuing the check and sending it to me, correct?
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][NEUTRAL] And what does that, does that go out today on Monday like I mean just so.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see, well, as today's, oh shoot, I usually would say maybe 1 to 2 business days, um, as it's Friday, maybe uh it very well could be today, um, but I would say Monday to be safe, but, um, we'll, we'll definitely be keeping in touch. You're more than welcome to give us a call whenever you'd like to check on that, um, and we'll be able to let you know.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK and then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, sure, I just, and, and roughly how long does that take to, uh.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Which I if it goes out Monday, should I expect it in two weeks? Like I don't wanna keep calling and.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] That's always really difficult to say, you know what you could also do, [PII] is um set up direct deposit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, did you want me to send you that form?
[CUSTOMER][NEUTRAL] Yeah, well, that's where I don't wanna, I know because I don't, I don't wanna do that because if, if Southwest is changing, um, insurance providers, I, I, no, I'd rather just mail a check. I, I tried like I said I tried to, yeah, to send out a check and we'll go from there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's fine. I just always like to offer that to people as long as you know just just a different, um, because mail you can be kind of unpredictable. Um, I would think 2 weeks does sound pretty accurate, um, if you live in [PII], um, so yeah, we'll just keep an eye on it and we'll be able to let you know.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect. Yeah, that'd be great.
[AGENT][POSITIVE] Alright, well I'm gonna get you on a hold, Miss [PII], and I will get that customer service rep on the line, and I hope you have a great weekend. Thanks for giving us a call.
[CUSTOMER][POSITIVE] Thank you, you do the same.
[AGENT][POSITIVE] Alright thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing alright thank you um I've got a member on the line um looks like the policy terminated, uh, the first of this month. Um, I, I don't know if it's through their group that we're excuse me, that was dropped, um, but she does want to try to keep it. She didn't know that it had termed.
[AGENT][NEUTRAL] So you just want to see if that's possible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, what's the policy number?
[AGENT][NEUTRAL] It is 217-073-7.
[CUSTOMER][NEUTRAL] OK, let me find another screen here.
[CUSTOMER][NEUTRAL] 270737.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] All right, I've got it.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm goodbye.