AccountId: 011433970860
ContactId: 8928abf1-ca84-4f25-9518-4ef954e5155d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 760599 ms
Total Talk Time (AGENT): 73518 ms
Total Talk Time (CUSTOMER): 387062 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/8928abf1-ca84-4f25-9518-4ef954e5155d_20250124T18:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I would like to speak to the supervisor.
[CUSTOMER][NEUTRAL] Mr. [PII]
[CUSTOMER][NEUTRAL] Shea, [PII], I think that's her name.
[AGENT][POSITIVE] OK, yes, I'm happy to help with.
[CUSTOMER][NEUTRAL] Of claim
[CUSTOMER][NEUTRAL] Uh she's the supervisor of claims, that's why I had left her uh uh email, not email, a message for her yesterday, but I hadn't heard from, uh, so I was just calling back.
[AGENT][POSITIVE] OK, I'm happy to see if [PII] is available. Can I grab your first name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. And then do you have a policy number or anything? Can I tell her what it's in regards to? OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Yes I do.
[CUSTOMER][NEUTRAL] Yes, it's about a claim I filed on December.
[CUSTOMER][NEUTRAL] Sent and I was not notified that the claims go to
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] now, where I was doing it in [PII], that's why I reside, uh, in [PII]. And uh all the other years, which has been about 20 or 30, I've been sending it to uh [PII], and, you know, they were sending the claim out in a few days. So I started out with this, um, [PII]. I think they received the claim in [PII]. I, I, I, it was sent back to me saying that.
[CUSTOMER][NEUTRAL] There was a new address. But before then, I just happened to call to check to see if that first claim had been sent out. And I, I um got somebody in [PII], and she gave me the, the, uh, the address and her phone number, and all, all of that. Um but
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I have been waiting. I've called at least 4, this is probably the 5th time. And I was told that the uh check, which is $75 when you get a mammogram, was uh sent off on [PII].
[CUSTOMER][NEGATIVE] And I haven't received it yet. That's been, I think now, probably 16 days.
[CUSTOMER][NEGATIVE] Um, and I don't know what's going on with it, but every time I call, they'll say it's been sent out.
[CUSTOMER][NEUTRAL] So, uh, that's what I'm calling back today for. Uh, I first talked to Miss uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, who gave me the, um, gave me the new address and apologize for them not notifying us here that the claim should be sent. So I'm looking at the senders where they sent the first one back, and that's dated on [PII]. OK, I called back, I've been calling back, calling back and call back when I called back. Uh, that's how I knew it was wrong because when I call, um, the lady that I just mentioned.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] She said that they were not filing them here. They were filed in [PII]. So I've been on this ever since the [PII]. And it is the [PII] day, today is the [PII]. They send it out on the [PII], now it's 16 days. If it's the [PII] today, yeah, today is the [PII]. They send it out on the [PII]. That's 16 days, and I don't see anything of it taking that long.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] For anything to get to me and the first time this has ever happened to me. I've never had this problem before. And I know things happen. But I, I need to talk to her because I've been waiting on, waiting on it. And um even though
[CUSTOMER][NEGATIVE] I think I was told it takes 30 days after they sent out for it to be for them to see if it's been cashed by somebody, cause I know everything nowadays is going on. But I need somebody to try to see what's going on with this.
[AGENT][NEUTRAL] OK, and when you spoke to somebody earlier, I'm guessing they probably verified the mailing address and all that was correct, yes?
[CUSTOMER][NEUTRAL] They did, yes. And they told me it had been sent out. I gave my policy number every time I call, [PII]. That's the uh policy number. And uh I, like I said, I've been doing this for a while, while since 80 some a lot of years. I've been a member of uh
[CUSTOMER][NEGATIVE] American public. So, this is the this is the first time I've ever had uh this long of a problem to get.
[CUSTOMER][NEUTRAL] Uh, get a, get a check because if that's the case, I'd rather for the next time to be electronically sent to me, to my uh bank account, because this is, this is, this is a lot of days. And then, see, I started, I had sent it before the sender's letter came back. That was all, I know it was, it was, it was the day before [PII], um, yeah, not [PII]. The day before [PII], that's how long I've been
[CUSTOMER][NEUTRAL] Dealing with this.
[CUSTOMER][NEGATIVE] So, when they said they sent it out on the [PII], it doesn't take 16 days for anything. I don't think so. And I have not received it yet.
[AGENT][NEUTRAL] OK, Ms. [PII], so yeah, let me.
[CUSTOMER][NEUTRAL] The mammogram was given on on [PII].
[CUSTOMER][NEUTRAL] And I went right ahead a few days after to get my receipts, everything all together, and I sent it. OK, that one came back. It took a while for that to come back, but it came back. I was just looking at the envelope on the
[CUSTOMER][NEUTRAL] Uh they have post [PII]. So I've been waiting this long, going to the mailbox and
[CUSTOMER][NEUTRAL] And nothing yet.
[AGENT][NEUTRAL] Yeah, I'm so sorry um I'm happy to get a supervisor on the line if you would like to speak to somebody. I'm not sure we do have to wait 30 days and then if you don't have the check by the 30 day period we can reissue, um, but if you'd like me to.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Excuse
[CUSTOMER][NEGATIVE] Yeah, I would like to because my gosh, I've already waited 16 days and if I've been doing this and you have the group number, I don't know what the problem is because if somebody else, the man or whatever happened, if it did, uh, you know, that's not my fault. This is, this has been going on ever since like I just said. I did this right after.
[CUSTOMER][NEUTRAL] I just said it. I forgot what date I said now, but the sentences letter came back here in [PII] because you were supposed to send to [PII]. So it's been that length of time.
[CUSTOMER][NEGATIVE] [PII], uh, you know, and that, that, that's a long time. Then I like 30 days, and I'm, it's time for me, I've just already paid, and paying every month, my premium, and I just don't understand.
[AGENT][NEUTRAL] Alright, let me get a
[CUSTOMER][NEUTRAL] Well, I would have to like wait much now.
[AGENT][NEUTRAL] OK, let me get a supervisor on the line for you, one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over in customer care. I have Mildred on the line. I just wanted to warm transfer before. I didn't want her to send her blindly to you.
[CUSTOMER][NEUTRAL] That's fine. Have you verified her address?
[AGENT][NEUTRAL] I did, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so if you're ready for her I'll go ahead and send her.
[CUSTOMER][POSITIVE] Oh yeah, I'm ready.
[AGENT][NEUTRAL] OK, here she comes.
[CUSTOMER][NEUTRAL] Good afternoon and thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and I was waiting to speak to a supervisor.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm the claims manager.
[CUSTOMER][NEUTRAL] OK, um, I was giving your uh name yesterday and then I don't know if you pull up my account it might be better because it should be notes for me to go through all of this, but I can give you a quick, uh.
[CUSTOMER][NEUTRAL] A summary of, of, of what I'm calling for. I'm calling because um I sent, I was not notified that the claims had been changed from Ja.