AccountId: 011433970860
ContactId: 823e2655-c7ac-439b-98f4-34e6bff05dda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272890 ms
Total Talk Time (AGENT): 85740 ms
Total Talk Time (CUSTOMER): 152364 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/823e2655-c7ac-439b-98f4-34e6bff05dda_20250312T14:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes [PII], my name is [PII] and I was, I was trying to go to the website to check on my claims, but something about my password reset, but can you look at this? I've received the letters that says, you know, the explanation of benefits.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And when I filed all these, it was for several mammograms that I didn't even know that I could go back that far, but since it was going to be direct deposited, I just wanted to make, I just want to check the status of it because I don't think it has been applied yet.
[AGENT][NEUTRAL] OK, I can help you spell your name for me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] uh [PII] Last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] OK. um 00723008.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And verify your date of birth, the mailing address, and your email for me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, did you say address?
[AGENT][NEUTRAL] Address and email mhm.
[CUSTOMER][NEUTRAL] Yes, OK, address is [PII] and the email is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And which state of service am I checking on?
[CUSTOMER][NEUTRAL] Well, it was, it was a few of them. Uh, one of them was uh [PII], uh, [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, some more, um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, and [PII], I think this is far back because she said I could go.
[AGENT][NEUTRAL] [PII], what's the year?
[CUSTOMER][NEUTRAL] [PII]. [PII]. Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then, yeah, let's see, yeah, that's it.
[AGENT][NEUTRAL] Are these for the, like the screening visits or the wellness visit benefit? OK.
[CUSTOMER][NEUTRAL] Yes, yes, yes, mammograms, yes.
[AGENT][NEUTRAL] Did you receive the explanation of benefits in the mail?
[CUSTOMER][NEUTRAL] Uh-huh. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let's see.
[AGENT][NEUTRAL] So [PII] there was a $50 payment issued.
[AGENT][NEUTRAL] And I'll go back and give you the dates that they were processed. I see a payment of $50 for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I see a $50 payment for [PII].
[AGENT][NEUTRAL] I see a $50 payment for [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, I'm looking at her.
[CUSTOMER][NEUTRAL] Bank account.
[CUSTOMER][NEUTRAL] And now it was deposited to uh I guess I'm gonna checking do you show that with the last four digits [PII]?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Which account
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I thought I was this.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so now,
[AGENT][NEUTRAL] And so the claims were processed on January, I'm sorry, [PII].
[AGENT][NEUTRAL] And it should be it should have been deposited by now. It takes about 3 to 4 business days depending on the banking institution, but I would think that they would have, that the deposit would have hit the bank by now. Um, they were all processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me, I'm going back. I do not, oh there they are. They sure are there that I guess I should have just kept looking. OK, thank you so very much.
[AGENT][NEUTRAL] OK. Anything else I can assist with today, [PII]?
[CUSTOMER][POSITIVE] No ma'am, thank you so much bye bye.
[AGENT][POSITIVE] Alrighty thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.