AccountId: 011433970860
ContactId: 8d6aa1ad-5063-4b5b-ad8b-d89bb1bf8c60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354410 ms
Total Talk Time (AGENT): 108836 ms
Total Talk Time (CUSTOMER): 171217 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/8d6aa1ad-5063-4b5b-ad8b-d89bb1bf8c60_20250109T14:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, I'm sorry, I didn't get your name. What was it again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi, so, um, my name is [PII]. I'm calling from the Downs log. I'm calling on behalf of, uh, [PII]. He is one of your clients. Um, I'm calling because I have a couple questions about a claim that we had submitted for him.
[AGENT][POSITIVE] OK, sure, I can assist you with claims and may I have a call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And um may I have the policy number of the patient?
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 968.
[CUSTOMER][NEUTRAL] 04.
[AGENT][NEUTRAL] OK. And Mr. [PII], you're calling from provider, from a broker or HR?
[CUSTOMER][NEUTRAL] I'm his, uh, legal assistant or his paralegal.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, bear with me just a minute. Let me check and see if we have authorization on file. OK, one moment.
[CUSTOMER][NEUTRAL] Um, oh, I, I, I, I know you, you don't, but he wants to talk to you like, um, but I just wanted to let you guys know what it was about before. Um, we had submitted a claim for his insurance for his hearing aid, um, and I think it, it went through like I'm looking at his claim on his APL portal and it, it looks like you guys paid out like a good amount of it, um, but it, I don't think it's reflecting on UnitedHealth's and and we just kinda wanna know where that money went.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So I'm gonna just transfer you to him and that's kind of what the conversation is gonna be about.
[AGENT][POSITIVE] OK, sure, thank you.
[CUSTOMER][NEUTRAL] OK. Give me one second. And, and I'm sorry, can I get your name again?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] How do you spell that?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, so, oh, OK, OK, alright, give me one second, so.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hey, this is [PII] or [PII].
[CUSTOMER][NEUTRAL] I'm trying to find out I guess there's been one check or one payment made towards a claim I made on it.
[CUSTOMER][NEUTRAL] I think it was for.
[CUSTOMER][NEUTRAL] How much was it for the check?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] $1,836 and I don't know where that check went because I haven't received it.
[AGENT][NEUTRAL] OK, um, let me go ahead and verify some information with you and get permission to release information, um, due to having Mr. [PII] on the line. Um, may I have your date of birth for security?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I need um the mailing address and email address on file.
[CUSTOMER][NEUTRAL] [PII]. I think the email address we gave you is [PII].
[AGENT][POSITIVE] OK, perfect, thank you. And a number a phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My cell number is [PII]. That should be on the account too. That's my main number.
[AGENT][NEUTRAL] Yes. Thank you. All right, so let me go ahead and check into that payment. Um, and we are talking about the payment we send out or was processed on [PII] and you say you have not received that check?
[CUSTOMER][MIXED] Yeah, that's great. I was really, uh, pleased that y'all paid something towards that and, uh, I guess my assistant found out through the portal whatever that there was a check for like $1800 and something dollars and I'm just following up on it because I haven't received it and maybe, maybe it's just got maybe it's still processing through the mail or something. I'm not sure.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It may be because of the holiday. Yes, mhm, but I think it should be there um by now, yeah. It was sent to you again um.
[CUSTOMER][NEUTRAL] Did you send that to me or did you?
[CUSTOMER][NEUTRAL] So you send it to the [PII] address. OK, well let me um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's actually my ex-wife's address and she picks up my mail, so maybe she just got the uh mail and hasn't given it to me yet so um let me check with her and then if I still don't have the check I'll call you guys back and just sort of put a flag on it or something because it probably should have been there by now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and it's gonna be in a simple APL envelope. It's not gonna look any special. It's gonna be like regular mail, um, so just in case.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's how it's gonna look in the envelope, OK.
[CUSTOMER][NEUTRAL] OK, well, like I said I'll follow up with her and then see what's going on and if um I need to follow up with you guys to flag it I'll let you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today, Mr?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I really appreciate the information. Take care.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling ATL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.