AccountId: 011433970860
ContactId: 795d8e34-518e-4f78-9123-66983066a5a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1201729 ms
Total Talk Time (AGENT): 395594 ms
Total Talk Time (CUSTOMER): 303165 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/795d8e34-518e-4f78-9123-66983066a5a4_20250210T14:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, ma'am. This is uh [PII].
[CUSTOMER][NEUTRAL] Um, I received a paper in the mail.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Apparently, I was supposed to
[CUSTOMER][NEUTRAL] Receive a check in the amount of $109.02.
[CUSTOMER][NEGATIVE] And I have not received anything.
[AGENT][NEUTRAL] OK. What's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, let's see here.
[CUSTOMER][NEUTRAL] The pay reference number.
[AGENT][NEUTRAL] Mhm, that's fine. I think that's the policy number.
[CUSTOMER][NEUTRAL] It is 1000.
[CUSTOMER][NEUTRAL] 55837
[AGENT][NEUTRAL] OK, what are you looking at that has the reference number on it?
[CUSTOMER][NEUTRAL] Uh, it's just this paperwork that APL sent me.
[CUSTOMER][NEUTRAL] It says uh
[AGENT][NEUTRAL] Is it an explanation of it.
[CUSTOMER][NEUTRAL] During a
[AGENT][NEUTRAL] Explanation of benefits?
[CUSTOMER][NEUTRAL] No no.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Apparently it's a
[CUSTOMER][NEUTRAL] Check that was issued to me.
[CUSTOMER][NEGATIVE] That I never received. um.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Because I had, I had received two of these before.
[CUSTOMER][NEUTRAL] And I had to call, and I guess they
[CUSTOMER][NEGATIVE] Had to resend the checks out because I never received anything and now I got this 3rd 1.
[AGENT][NEUTRAL] Read to me what you have in your hand.
[CUSTOMER][NEUTRAL] Uh, it says during a routine audit for our records, we discovered that the above reference check number issued to you.
[CUSTOMER][NEUTRAL] Has not been presented to our bank for payment. We have listed additional information below to assist you in locating and determining the status of the check.
[CUSTOMER][NEUTRAL] Uh, if this check recently has been cash or deposited, please disregard this notice if you're unable to locate the check or would like us to issue a replacement check.
[CUSTOMER][NEUTRAL] Please sign in and return the entire notice to our office or
[CUSTOMER][NEUTRAL] Fax number
[CUSTOMER][NEUTRAL] And then below that.
[CUSTOMER][NEUTRAL] Physical
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I know I know what that is. OK, so there should be a claim number on there.
[CUSTOMER][NEUTRAL] Call the number for [PII].
[CUSTOMER][NEUTRAL] My claim number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's a letter that we send out if we've issued a check and it hasn't cleared our bank that letter is notifying you of that asking if you received it and it's cash mark yes if not mark no and I think it requires your signature and date and get that back to us, but I could still pull it up so do you see a claim number up at the top?
[CUSTOMER][NEUTRAL] It's got a
[CUSTOMER][POSITIVE] No, it just has an outstanding check number.
[AGENT][NEUTRAL] And is that the 1000 number you gave me?
[CUSTOMER][NEUTRAL] Alright, it's uh 55837.
[AGENT][NEUTRAL] Spell your last name, [PII]?
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] [PII] I
[CUSTOMER][NEUTRAL] Like the hill you drive over.
[AGENT][NEUTRAL] HI OK, and what state do you reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm trying to locate what you have.
[AGENT][NEUTRAL] I think there's more information on there.
[CUSTOMER][NEUTRAL] Uh it's
[AGENT][NEUTRAL] And so you have not received the check.
[CUSTOMER][NEUTRAL] The date on it
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK. Do you still have the policy with us or no?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] OK, do you know what type of policy it was that you had with us?
[CUSTOMER][NEUTRAL] Uh, it was through UTBA the contractor's insurance or whatever.
[AGENT][NEUTRAL] Was it a medical policy, a dental policy?
[CUSTOMER][NEUTRAL] Um, well, when I was using the insurance, I had medical, dental and vision.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And what city do you reside?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I think, I think.
[AGENT][NEUTRAL] I think I've located it.
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and give me your complete physical address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code in [PII]? Mhm.
[CUSTOMER][NEUTRAL] It's a [PII].
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] And then what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for verifying so let me take a peek.
[AGENT][NEUTRAL] And do you know if it was a dental claim or an accident claim?
[CUSTOMER][NEUTRAL] Uh, I have no idea, ma'am.
[CUSTOMER][NEUTRAL] I know that the other two that I received.
[CUSTOMER][NEUTRAL] Um, because I carried myself with my wife.
[CUSTOMER][NEUTRAL] And on the other two when I called about them.
[CUSTOMER][NEUTRAL] When they had to resend them out to me, they told me that um it was for my wife.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Still looking.
[AGENT][NEUTRAL] I've located your policies. I'm just trying to figure out which policy that check number is under.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah the last time I called, um,
[AGENT][NEUTRAL] What's
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] They said that it would, I forget exactly the name of it, but um they said it would look like junk junk mail or something, but we haven't received anything.
[AGENT][NEUTRAL] What would look like junk mail?
[CUSTOMER][NEGATIVE] Apparently the check that's being sent out, I guess would look like junk mail.
[AGENT][NEUTRAL] No, you don't have
[CUSTOMER][NEUTRAL] And the woman told us that
[CUSTOMER][NEUTRAL] It's easy to
[CUSTOMER][NEGATIVE] Mistake it for junk mail.
[AGENT][NEUTRAL] No, no, it's a letter from, it's a check from APL. I don't think that would be junk mail.
[CUSTOMER][NEGATIVE] Yeah, yeah, we haven't received anything except for this letter.
[AGENT][NEUTRAL] Yeah, I said
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So from top to bottom because I know there's a claim number on that letter in the mid section it should give your name.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The claim number should be on there somewhere. I've looked at every policy that you have and I don't show a check for your spouse.
[CUSTOMER][NEUTRAL] Is it for me?
[AGENT][NEUTRAL] I'm not showing a check at all, so I'm trying to verify is the letter from American Public Life or is it from Web TPA?
[CUSTOMER][NEUTRAL] No, it's, it's got APL stamped at the top.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The date on it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then of course the outstanding check number the 55837.
[CUSTOMER][NEUTRAL] Um, it says payee reference number, which is a 1000 number I gave you, the check number, the check date.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the check number?
[CUSTOMER][NEUTRAL] The amount
[CUSTOMER][NEUTRAL] The 553 I'm sorry 55837.
[AGENT][NEUTRAL] There are no zeros in front of that number?
[CUSTOMER][NEGATIVE] Not on the check number, no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm thinking the check is from web TPA.
[AGENT][NEUTRAL] Um, they handle your medical policy.
[CUSTOMER][NEUTRAL] That sounds familiar.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That sounds familiar. I think, I think that's, that's.
[CUSTOMER][NEUTRAL] What was on the
[CUSTOMER][NEUTRAL] Check whenever we finally got it into the mail.
[AGENT][NEUTRAL] Yeah, when I enter the 55837, um, OK, so let's see.
[AGENT][NEUTRAL] And you will need to sign that letter and send it back to the address. What's the fax number on that document?
[CUSTOMER][NEUTRAL] Uh, fax number is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Chart
[AGENT][NEUTRAL] And what's the mailing address on it?
[CUSTOMER][NEUTRAL] It's the [PII].
[CUSTOMER][NEUTRAL] Uh, for my address?
[AGENT][NEUTRAL] Mm mm, did you, did you say there was an address on the check on the letter where you get um email it or I mean mail it or fax it?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] At the very bottom, it's got a.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, 1 2nd.
[CUSTOMER][NEUTRAL] Apart from my address, that's the only other address on the paper.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Bless you.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Did you speak with Web TPA? I see where you called in January regarding the same concern.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Did we? Uh, yeah.
[AGENT][NEUTRAL] And what did they say?
[CUSTOMER][NEUTRAL] They just issued another check out to us.
[AGENT][NEUTRAL] OK. What, what number did you dial this morning?
[CUSTOMER][NEUTRAL] Like, I guess.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that the phone number, is that number on the letter that you have?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so should you have any questions or need additional information please contact [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it's for your medical policy, the limited hospital indemnity policy. Um, I don't, I'm wanting to say it looked like it could be for a premium check, not a medical claim, because I don't show any claims. Well, let me take that back. Well web TPA processes the medical claims, so they would have issued the check to you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But the letter you have in your hand sounds like it came from American Public Life, which is who you're speaking with.
[AGENT][NEUTRAL] And when I entered that check number, it registers with web TPA.
[AGENT][NEUTRAL] So do this if you can sign that letter and date it I'm gonna give you an email address to send that to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because we need to look at the letter.
[CUSTOMER][NEUTRAL] Um, let me get a pen real quick.
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] OK, there's a contact person on there is with American Public Life.
[CUSTOMER][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] So just send the letter back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, what's that email?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Letter [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII].
[AGENT][NEUTRAL] And you'll be sure to check whether you did have or have not received the check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I think it should have, does it show your the address on that letter is that your correct address and the one that I verified?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, that's that's the correct address that's my home address, yes.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Email that over and then.
[AGENT][NEUTRAL] We see several calls in here where you were transferred to web TPA but the letter in your hand is from American Public Life, so let us take a look at it and maybe confirm with web TPA and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What we can get resolved.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So it's care team at AMpublic.co[PII]
[AGENT][NEUTRAL] Mhm. [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and be sure you sign it and date it and check one of the boxes did receive it or did not or cashed it or whatever it says something like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, and we'll get it to the appropriate area for handling um be sure to put a contact number on there if someone needs to reach out to you somewhere in the body of the email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you may want to state what that is, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, in the body of the email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then, um, I'm gonna give you a policy number. Um, this is for your.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Hospital indemnity policy, which I think that may be.
[AGENT][NEUTRAL] It's for medical claim. One moment.
[AGENT][NEUTRAL] It's 247.
[AGENT][NEUTRAL] 9120.
[CUSTOMER][NEUTRAL] And what is that policy number?
[AGENT][NEUTRAL] It's a policy number.
[AGENT][NEUTRAL] And that way we'll know how to look you up when we get the letter.
[AGENT][NEUTRAL] You don't see that number anywhere on that letter that you have?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So I have the check number is 55837.
[AGENT][NEUTRAL] Um, the 10,000 or 13055837 you said that's called a reference number for the letter?
[CUSTOMER][NEUTRAL] Yeah, on the letter it shows it's a payee reference number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Reference number.
[CUSTOMER][NEUTRAL] Yeah, the one with 300 and then the 55837.
[AGENT][NEUTRAL] Which looks like it's a part of the check number, the last 45 digits, yeah, OK, so that's saying who would it OK the payee which would be you who was made payable to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, so go ahead and get that over to us and then we'll take a look at it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Alrighty, and any time you receive one of those letters, get it mailed directly back to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Alrighty, any other questions I could help out with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK [PII], thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Bye bye.