AccountId: 011433970860
ContactId: 8264f32e-d36d-4ee7-bf81-8c1d34342ee6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 974820 ms
Total Talk Time (AGENT): 356971 ms
Total Talk Time (CUSTOMER): 363571 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/8264f32e-d36d-4ee7-bf81-8c1d34342ee6_20250327T18:36_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I had, uh, fi, uh, wellness claims for my husband and me, and uh I haven't heard anything. I just wondered if you could check and see if those are being processed.
[AGENT][NEUTRAL] OK. Are you on speakerphone?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, because I can barely hear you.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] How's this? Is this better?
[AGENT][NEUTRAL] That's fine. You sounded very, very far away. OK, great. Um, do you have, do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Uh, you know what, I don't because I'm in the car. Can I just give you, uh, something else, my social, birthday address?
[AGENT][NEUTRAL] Yeah, social is fine.
[CUSTOMER][NEUTRAL] OK [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Is your husband under your policy?
[CUSTOMER][NEUTRAL] He is.
[AGENT][NEUTRAL] OK, and what's a good callback number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Let's see
[AGENT][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] And while I, I look for your policy number, you said that it's wellness claims that you sent in for your spouse?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so did you submit those under your cancer policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and I'll just verify a few pieces of information, [PII], and then we could get to the status of the claim, um, verify your.
[AGENT][NEUTRAL] Date of birth and your current mailing address for me?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I'm showing a different mailing address for you. Has your address changed?
[CUSTOMER][NEUTRAL] Um, you know what, uh, I thought we straightened this out the last time I sent an old claim form in, uh, that I've made copies of.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And uh we realized that the last time I called so we were supposed to have corrected it.
[AGENT][NEUTRAL] OK, what, what was your previous address? OK.
[CUSTOMER][NEUTRAL] We're not in [PII] back anymore.
[CUSTOMER][NEUTRAL] We in the [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. All right. And slowly give me your current, um, address again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that over, is that by Plano?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Uh, it, it's beside it, yes.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And what is your email address, address, [PII]?
[CUSTOMER][NEUTRAL] All lowercase [PII].
[AGENT][POSITIVE] Thank you for verifying that for me. So now let's get to.
[AGENT][NEUTRAL] Your spouse's claims.
[AGENT][NEUTRAL] Um, I do
[CUSTOMER][NEUTRAL] And you know what I call them well, but it's uh.
[AGENT][NEUTRAL] It's a, it's a
[CUSTOMER][NEUTRAL] It's where he had uh dermatology check check him out.
[AGENT][NEUTRAL] Did he have a PSA?
[CUSTOMER][NEUTRAL] Uh, he did have that during the year, but I think we sent in a dermatology.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, but yeah, he had PSA. Maybe I sent that. I don't know.
[AGENT][NEUTRAL] So we do pay
[AGENT][NEUTRAL] You sent them both. We did, we did process the PSA and process that $75 benefit. Let me look at the other claim.
[CUSTOMER][NEUTRAL] Did it go to Lincoln estate in [PII]?
[AGENT][NEUTRAL] I believe so.
[CUSTOMER][NEGATIVE] Well, that's not a good thing.
[AGENT][NEUTRAL] Yeah, it's
[AGENT][NEUTRAL] I know it. Let me see.
[AGENT][NEUTRAL] Did you send in a claim form with the claims that you just recently submitted?
[CUSTOMER][POSITIVE] Uh, I did those online. They, uh, walked me through it last time when I called and we got the correct address and she walked me through doing it online and it's so much easier.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I got you. OK. Give me one second.
[CUSTOMER][NEUTRAL] So she was supposed to have corrected the address.
[AGENT][NEUTRAL] OK, understood.
[AGENT][NEUTRAL] So I'm gonna go back and review the notes and then check the claim form that you submitted.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And I'm gonna see because we do show notes regarding that if we can void this check usually we have to wait 30 days from the date that it was processed but because you did provide us with the correct one.
[AGENT][NEUTRAL] Um, I'll send it to see if we can void the $75 check and get it reissued.
[CUSTOMER][NEUTRAL] That would be nice. I tried to uh sign up online to just have it direct deposited and maybe you and I can do that, but it never would let me get off of bank one like I put my routing number, my checking account number, but it never would, uh, get off of bank one, which I assume is the first bank in alphabetical order.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So if you and I could do it, oh no, I don't, um.
[AGENT][POSITIVE] Yeah, we can over.
[CUSTOMER][POSITIVE] Oh, on my checkbook, we do, we do, but I probably can, you know what, I could probably look online and get that information from my checking account that'd be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You should be able to.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] And we can do that we can set that up for you.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] So now then, so both of the claims were processed on the [PII]. Um, the second claim that you submitted, I believe it looks like we're needing additional information and let me see what that is.
[AGENT][NEUTRAL] These are for surgeries that were done in [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] for for me, right?
[AGENT][NEUTRAL] Uh, this is for spouse.
[CUSTOMER][NEUTRAL] Uh, I, I thought I sent in his July wellness.
[CUSTOMER][NEUTRAL] Uh, to a doctor that did the PSA.
[AGENT][NEUTRAL] Yeah, so that's one claim that we processed and we paid the $75 on, but we also received another claim from you, um, it's this one, the one I'm talking about now was received on [PII], the one that we processed the $75 was received on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the [PII] when you uploaded online, the other one must have been mailed.
[CUSTOMER][NEUTRAL] Uh, was it [PII] for [PII]?
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] She's a dermatology check, uh checkup, uh, for skin cancer, but instead y'all process it for the surgery, yeah.
[AGENT][NEUTRAL] OK, so, OK, so this is what.
[AGENT][NEUTRAL] Uh, Doctor [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, no, the $75 benefit is for the, the wellness, the PSA.
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] Oh, OK, so the.
[CUSTOMER][NEUTRAL] Yeah, that was my 2nd, yeah, that was my 2nd shot.
[AGENT][NEUTRAL] Right. So I'm gonna go back to the first claim. And this is from a Doctor [PII]. Is he the dermatologist?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let me see what is it that we need.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see, in order to give consideration to this procedure, please send the pathology report for the date of service, and this is um for the [PII] date of service.
[AGENT][NEUTRAL] And then on the other charges.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, and again, I'm sorry, we went to the, we both went to the doc the dermatologist the same day. That's for me or for [PII] that you need this pathology report.
[AGENT][NEUTRAL] So right now I'm looking under [PII].
[CUSTOMER][NEUTRAL] OK, but on, OK?
[AGENT][NEUTRAL] So, OK, mhm, so that's that and then I'll move to you. Am I checking a claim for you as well?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I do show that we did process some um wellness claim benefits on you. The check amount is $75 as well, so we'll have to see if we can get this one voided as well and then.
[CUSTOMER][NEUTRAL] models.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] The other one from Doctor [PII] is an office visit.
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] I don't believe the office visit fee is covered under this policy. Double checking.
[CUSTOMER][NEUTRAL] Yeah, I, uh, excuse me, I'm pretty sure it's not, uh, it was just the $75 that we had, you know, skin cans and checks was all.
[AGENT][NEGATIVE] Yeah, it's not.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes. Yes, OK, yeah.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] And so that.
[CUSTOMER][NEUTRAL] Now would you tell me, you know, I only do this every year. You think I'd remember, but like I had mammogram and well I don't think y'all care about bone density, but mammogram is not a separate, uh, y'all wouldn't pay that separately. That would be the 75, uh, but I've already done that under the dermatology, so I don't need to send that in correct?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, so you're gonna work on getting the checks stopped and we're gonna work on.
[CUSTOMER][NEUTRAL] Getting it set up for direct deposit and I'll send a pathology report on [PII]'s 572 Doctor [PII].
[AGENT][POSITIVE] Very good. Sounds good.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] All [PII]. Anything else, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, did you get the check stopped?
[AGENT][NEUTRAL] Yeah, that's I'll I'll do that. I'm doing it now while I'm on the phone, but it'll go to a different area to to to stop it.
[CUSTOMER][NEUTRAL] Right, right, and would you help me get or do you have to transfer me to help me get direct deposit or whatever you call it to my checking account set up or savings something?
[AGENT][NEUTRAL] Yeah, I can do that now if you, if you have the information.
[CUSTOMER][POSITIVE] Yes, I would love to. I'm gonna, yeah, I'm gonna open my checking account right now.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Give me 1 2nd, OK?
[CUSTOMER][POSITIVE] Sure, sure, because I'm looking it up too perfect.
[AGENT][NEUTRAL] All right, for the initial setup, [PII], I apologize. We're gonna have to send you the direct deposit authorization.
[CUSTOMER][NEUTRAL] She
[AGENT][NEUTRAL] And in the future if you need to change either the bank information or the routing or well the account number they're routing we can do that over the phone but your initial we'll need this form completed by you.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, so it's gonna be a paper form?
[AGENT][NEUTRAL] Yeah it's a direct deposit authorization form.
[CUSTOMER][NEUTRAL] Right, a paper form though, OK. All right.
[AGENT][NEUTRAL] It is. And do you want me to email it over to you?
[CUSTOMER][NEUTRAL] OK, so for that all the.
[CUSTOMER][POSITIVE] Uh, you know what, that's perfect, yeah.
[AGENT][POSITIVE] OK, I can do that.
[CUSTOMER][NEUTRAL] And uh since that's not done and back to y'all or I guess if y'all get it first when y'all get ready to reissue those $75 checks, y'all will either mail me a check to my correct address or direct deposited if you've gotten the form back.
[AGENT][POSITIVE] Correct. Exactly.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh for Doctor [PII], um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, if I get them to send the pathology report, uh, they could email it?
[AGENT][NEUTRAL] No, we do not receive claim documentation via email um it could be faxed or mailed.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK, perfect. What could they who and what number could they fax it to?
[AGENT][NEUTRAL] OK, so it'll be American Public Life.
[AGENT][NEUTRAL] The fax number?
[AGENT][NEUTRAL] It's [PII] attention claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Attention claims.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, that's a 2 clients.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, and could you please tell me, um, my account number that so they could put that on there since I'm dri uh riding and can't, I can't get that number.
[AGENT][NEUTRAL] Your policy number is 768.
[AGENT][NEUTRAL] 7702.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 768702.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] That's my policy number. OK, perfect. Alright, and do you need anything else from me?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, I do not, and the direct deposit authorization is on its way, and so the sooner you complete it and get it back to us, um.
[AGENT][NEUTRAL] The sooner we can get it processed, um, and you can fax this back as well.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] If you would like.
[CUSTOMER][POSITIVE] Um, well, uh, you know what? I'll get my brother to fax it. Yeah, that'll be perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEGATIVE] I, no, uh, not for me. Anything for you?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Are you asking me?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] No, I think we're good.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Sure, you too. Goodbye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You know what, it's, it's usually not this much traffic, but it's usually pretty quick to, yeah, I would have thought this time of day it's not school getting out, but I bet it, I bet it goes pretty fast. [PII].
[CUSTOMER][NEUTRAL] OK, there's my check account. Where's routing?
[AGENT][NEUTRAL] Miss [PII], I think I still have you connected.
[CUSTOMER][NEUTRAL] 00, OK, sorry. Here we go. Goodbye.
[AGENT][NEUTRAL] Oh, that's OK. Yeah, bye-bye.