AccountId: 011433970860
ContactId: 6d5c8cc7-b96a-49c8-923e-5023070ebde3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259779 ms
Total Talk Time (AGENT): 94776 ms
Total Talk Time (CUSTOMER): 107995 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/6d5c8cc7-b96a-49c8-923e-5023070ebde3_20250523T13:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], this is [PII].
[CUSTOMER][NEUTRAL] I'm just calling about a claim. Uh, I received a check in the mail for $300.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I can give you some numbers here if you like do you know what I'm talking about.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yeah, policy number, please.
[CUSTOMER][NEUTRAL] Uh, policy number is 023262-85.
[AGENT][NEUTRAL] OK, could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your address and email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And email is all lowercase, it's [PII].
[AGENT][POSITIVE] OK, thank you. And then lastly, just a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Mr. [PII], how can I help you today?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEGATIVE] It seems like they don't pay anything.
[CUSTOMER][NEUTRAL] Uh, did my insurance company, that I mean, did I get switched over to something different or?
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] On my insurance?
[CUSTOMER][NEUTRAL] Or you guys uh
[CUSTOMER][NEUTRAL] A supplementary.
[AGENT][NEUTRAL] Yes, it's like a supplemental policy. Um, it's been the same since [PII].
[AGENT][NEUTRAL] But yeah, it's, it's a supplemental policy. It's not like a major medical like Blue Cross Blue Shield or United Healthcare, it's just a supplement.
[CUSTOMER][NEUTRAL] Uh, because I had uh other hospital stuff there.
[CUSTOMER][POSITIVE] And I never had to pay a dime out of it for anything.
[CUSTOMER][NEUTRAL] That's why I'm curious of why now I'm only getting like 300.
[CUSTOMER][NEUTRAL] I don't even know for sure exactly how much you got paid.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Through the insurance.
[AGENT][NEUTRAL] Yeah, it's been the same plan like I said since [PII] and yeah we just paid the 300 because that's the amount that it'll pay for looks like emergency room, um.
[AGENT][NEUTRAL] You might check with your human resources to see if something changed, if did you used to have like a Blue Cross Blue Shield or something like that or?
[CUSTOMER][NEUTRAL] No, there's
[CUSTOMER][NEUTRAL] I got this through personal this is personal insurance.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I've never changed anything on it since I
[CUSTOMER][NEUTRAL] Since I got it.
[AGENT][NEUTRAL] And we only have this claim on file, um.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] So do you, uh, I don't have any other claims on file. Um, this is the only one that we've ever received.
[AGENT][NEUTRAL] I'm not sure maybe it's.
[CUSTOMER][NEUTRAL] And this is
[CUSTOMER][NEUTRAL] It must have been switched over to something different then because.
[CUSTOMER][NEGATIVE] Uh, I have the same policy number which makes no sense.
[CUSTOMER][NEUTRAL] How long have I've been there. I've been there almost 3 years now, and I got it before I ever started.
[CUSTOMER][NEUTRAL] With this company.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, I don't show any changes at all, um, and like I said, I only have this claim on file we don't have any other claims on file.
[AGENT][NEUTRAL] So maybe it's with some.
[CUSTOMER][NEGATIVE] Nothing that's been paid.
[AGENT][NEGATIVE] Uh uh, no, nothing that's been paid.
[AGENT][NEUTRAL] So it must be with a different insurance carrier.
[CUSTOMER][NEUTRAL] I need to find a card here.
[CUSTOMER][NEUTRAL] Yeah, this is PCHS.
[CUSTOMER][NEUTRAL] Is what I have.
[AGENT][NEUTRAL] Oh, OK, we're, well, we're American Public Life, and this is just like a supplemental hospital indemnity plan, just pays small dollar amounts for certain services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I need to call them and find out what's going on.
[AGENT][NEUTRAL] Yeah, because uh like I said this is the only claim that we have on file so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well thank you.
[AGENT][POSITIVE] OK, well thank you for calling IPL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Uh huh bye.
[AGENT][NEUTRAL] Bye bye.