AccountId: 011433970860
ContactId: 737e847f-3999-4b93-a7a1-5ecaaca236a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 507519 ms
Total Talk Time (AGENT): 228187 ms
Total Talk Time (CUSTOMER): 163379 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/737e847f-3999-4b93-a7a1-5ecaaca236a8_20250221T21:40_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] Yes, I was gonna call and just see if I can get um check on um.
[CUSTOMER][NEUTRAL] I recently filed a claim and it's been finalized. I was just gonna check on and see if the check has been sent out.
[AGENT][NEUTRAL] OK, so you're the insured or are you calling from a provider's office?
[CUSTOMER][NEUTRAL] No, it, I'm the insurer. It, it's my, um, policy.
[AGENT][NEUTRAL] OK, and you're wanting to check claim status on a claim for yourself, is that correct? To see if payment has been issued?
[CUSTOMER][NEUTRAL] Yes, it, it, I see that it's finalized. I just went and I just wanted to see um about when the check was sent out.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And Ms. [PII], what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number please?
[CUSTOMER][NEUTRAL] Um, hold on just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2558333
[AGENT][NEUTRAL] OK, thank you one moment while I get your information pulled up please.
[AGENT][NEUTRAL] And it's the OK, so first off, Miss [PII], any information that is provided will be a verification of benefits and not a guarantee of payment. I will need to verify several things with you for security first. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Thank you. And is the claim for you or another member on your policy?
[CUSTOMER][NEUTRAL] Uh, my husband, [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you and lastly your email address.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, thank you. So I do see that for your husband there is one claim. Did you upload something today, Miss [PII]? Oh, actually I'm sorry, on the [PII].
[CUSTOMER][NEUTRAL] Yes, I did. And um it's because when
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] The claim was
[CUSTOMER][NEUTRAL] When I saw
[CUSTOMER][NEUTRAL] The, what you call a benefits and it had um as a
[CUSTOMER][NEUTRAL] 1212 24 for um part of it and I, I just wanted to verify that he did have a second chemo so that way next year when we go to file, I just didn't want anything saying that we've gotten.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that information that you uploaded for us to review on the [PII], that is still in line for processing, but we did process um claim number 3561777 last Friday on [PII] it went through our nightly processing so it wouldn't have been mailed out Miss [PII] until on Monday, but I do see that there was a benefit paid in the amount of 15,000.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And is that a certified check or does or is it just a regular check in the mail?
[AGENT][NEUTRAL] It's a regular check. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, only reason why I'm asking is because I forgot to update our uh mailing address because we did just move.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And so if it was certified where I had to sign for the check then.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now I show
[CUSTOMER][NEUTRAL] But I do have um.
[AGENT][NEGATIVE] The check was mailed to the wrong address.
[CUSTOMER][NEUTRAL] Yes, and that's OK because I do have, what is that called where.
[AGENT][NEUTRAL] Which is the one you just verified with me?
[CUSTOMER][NEUTRAL] Return of address I have the new updated uh so we are getting our mail.
[AGENT][NEUTRAL] Where they will forward it. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So is your home address no longer the [PII]?
[CUSTOMER][NEUTRAL] No, we just moved this month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I need to get that updated in the system for you. Just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what is your correct mailing address now?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] I'm sorry, what is the street name again, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So you're straight.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK. Uh-huh.
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, I'm sorry, it's a drive.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so again, that's [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And your
[AGENT][NEUTRAL] Your account information that is on file is that that you added, is that a checking?
[CUSTOMER][NEUTRAL] Yes, that's my checking and last time the check was just deposited directly and I thought that's how it would be, but.
[AGENT][NEUTRAL] Yes, ma'am, and I'm not sure why it wasn't unless this information was just added back in, Miss [PII].
[AGENT][NEUTRAL] Onto this policy.
[AGENT][NEUTRAL] Let me see if I can tell that, but I do show it was a check that was issued.
[AGENT][NEUTRAL] OK, so yes ma'am. I'm not able to tell honestly, Ms. [PII] why um it wasn't.
[AGENT][NEUTRAL] Direct deposited and a check was issued. Let me see.
[AGENT][NEUTRAL] Instead
[AGENT][NEUTRAL] What are the last four digits of your account number?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII] goodness.
[CUSTOMER][NEUTRAL] [PII] um
[AGENT][NEUTRAL] If you
[CUSTOMER][NEUTRAL] I, I don't know the last.
[AGENT][NEUTRAL] OK, that's fine. Well, that's fine. I was just gonna verify that what we have on file for you is correct. But for this time, yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, I haven't changed my banking account.
[AGENT][NEUTRAL] OK, so for this time though it was that check and it did go to your former address since we didn't have your updated information on file.
[AGENT][NEUTRAL] But I have updated your address now, so future claims should come to your current address, anything related to a claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, that sounds great. Thank you so much.
[AGENT][POSITIVE] All right. Well, you are certainly very welcome. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright Miss [PII], well thank you very much then for calling APL and I hope you have a wonderful weekend.