AccountId: 011433970860
ContactId: 9b336c89-3b9a-4acd-acb7-c9aa407646f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 638809 ms
Total Talk Time (AGENT): 246697 ms
Total Talk Time (CUSTOMER): 269809 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/9b336c89-3b9a-4acd-acb7-c9aa407646f6_20250520T20:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] I help you?
[CUSTOMER][NEUTRAL] Correct. Can I just put you on hold for a moment?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hi, um, can I just ask you to hold on a moment? I'm actually working and I'm on the other line. Is that OK?
[AGENT][POSITIVE] Yes, I can hold briefly.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, sir, continue.
[CUSTOMER][NEUTRAL] Well, I, I, I, yes, um, let me have your email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Hold on one moment. My computer is frozen.
[CUSTOMER][NEUTRAL] [PII] sorry [PII]
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, all right, I'll send you the information shortly, sir.
[CUSTOMER][POSITIVE] Thank you. Bye now.
[CUSTOMER][POSITIVE] OK, sorry about that.
[AGENT][POSITIVE] Yes, ma'am. No, that's OK. I understand you're working.
[CUSTOMER][NEUTRAL] OK. So, um, I, I, OK, I put a claim in, um, a couple of weeks ago and I received my, um, explanation of benefits and my check. Um, that was fine, but I just went to my mailbox and I've got another check from you guys and I'm wondering if it's duplicated.
[AGENT][POSITIVE] Oh, goodness, OK.
[AGENT][NEUTRAL] Alright, um, can you give me your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] is my last name. And my callback number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 025843999.
[AGENT][NEUTRAL] OK, Ms. [PII], let me look up.
[CUSTOMER][NEUTRAL] Oh, hold on a minute. That, that is.
[CUSTOMER][NEUTRAL] OK, there are different policy numbers on each check and explanation of benefits.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Um, that was that for $50 and the date of the check was [PII].
[CUSTOMER][NEUTRAL] OK, and then the policy number on the other check was 02150414. Again, [PII] is the date of the check and that's for $100.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I, the first one I received was policy number 02145956 and that was dated [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and how much was it? $50. OK. All right, I can look at all three policies and see if uh
[CUSTOMER][NEUTRAL] And that was for $50.
[AGENT][NEUTRAL] All three have claims information on it. Um, Ms. [PII], can you please give me your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and I'm also gonna need for you to please verify your policy. Can you give me your address, phone number and email address that we have on the policy?
[CUSTOMER][NEUTRAL] Yes, they
[CUSTOMER][NEUTRAL] OK. It's [PII], that's [PII]. And I'm not quite sure what email is on there. It may be my work email, which is [PII].
[CUSTOMER][NEUTRAL] Or my personal email is [PII].
[AGENT][NEUTRAL] I actually don't have one. Would you like for me to put one on there for you?
[CUSTOMER][NEUTRAL] Uh yeah, you can put [PII].
[AGENT][POSITIVE] OK, I've got that added on there for you.
[CUSTOMER][NEUTRAL] Yeah, I thought, I thought this is weird, so you know I didn't wanna cash them and you ask for them back later on.
[AGENT][NEUTRAL] Right, I understand. I understand. OK, so on this policy, the first one that you gave me 258-4399, we do have claim number 360.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] 232.
[AGENT][NEUTRAL] And I am showing that that did pay $50.
[CUSTOMER][NEUTRAL] OK, and that is mine.
[AGENT][NEUTRAL] For data service.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes ma'am, I believe it was filled out to you. Let me, um, the number is 2044252 and let me see if that would out to you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yes, that's made out to you.
[CUSTOMER][POSITIVE] OK. So that one's good. All right.
[AGENT][NEUTRAL] And then my.
[AGENT][NEUTRAL] Yes, ma'am. Let me look at the others. Um,
[AGENT][NEUTRAL] Policy number 2150414.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm looking at it.
[AGENT][NEUTRAL] And I do show claim number 360-1226.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Which was a different claim.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That was for data service [PII] at Bell Chase Family Dental.
[CUSTOMER][NEUTRAL] Yeah, what was the, what was the date of service on the other one?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] 156
[AGENT][NEUTRAL] This one is check number 2.
[AGENT][NEUTRAL] 044251 let me see who it's made out to.
[CUSTOMER][NEUTRAL] This one is for $100 though. The, the, the check number 25.
[CUSTOMER][NEUTRAL] 1, house number 251. Is that, is that correct?
[AGENT][NEUTRAL] Yes ma'am it's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] out to you.
[AGENT][NEUTRAL] And then let me look at the other policy.
[CUSTOMER][NEUTRAL] I only thought I had a $50 thing um from dental.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Let's see, we've got.
[AGENT][NEUTRAL] Policy number 2145956.
[CUSTOMER][NEUTRAL] Really, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's look at that one.
[CUSTOMER][NEUTRAL] I'm just going into.
[AGENT][NEUTRAL] OK, and this one does have a different claim. The claim number on this one is 359-819.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] Was for data service 56 of 2025 and this was for a screening.
[AGENT][NEUTRAL] And it paid $50 and that check.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] should be 2043295.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] And let's see, 2043295 was also made out to you. So there were 3 different claims with three different claim numbers and all the checks were made out to you, so they're good.
[CUSTOMER][NEUTRAL] OK, all right, but it just, it just surprised me because I, I thought I only had like a $50 dental screening.
[AGENT][NEUTRAL] Yes ma'am, and that one paid $100 if I'm not mistaken. Let me look back on it. Do you remember?
[CUSTOMER][NEUTRAL] Yes, there's 2, there are 2 50s and the 1 100.
[AGENT][NEUTRAL] 20 4.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] But everything is fine.
[AGENT][POSITIVE] Yes, everything is wonderful.
[CUSTOMER][NEUTRAL] Has it gone up then? Has, has the, the, the benefit gone up then?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Because it only used to be $50 per uh per 6 months.
[AGENT][NEUTRAL] Uh, let me see, let me look at them again and see the claim information.
[AGENT][NEUTRAL] 2150414.
[AGENT][NEUTRAL] It's the claim number.
[CUSTOMER][NEUTRAL] That's the cancer insurance, the group cancer insurance.
[AGENT][NEUTRAL] Yes ma'am, and it's, it's got a completely different claim number for procedure D0140 and it pays $100.
[CUSTOMER][NEUTRAL] OK, let me put my.
[CUSTOMER][NEUTRAL] 30 or 40. Where's that?
[AGENT][NEUTRAL] That would be uh the information that was sent in beyond the um.
[CUSTOMER][NEUTRAL] Oh right, OK.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] But it does pay 100?
[CUSTOMER][NEUTRAL] All right, well, you know what, I'm gonna hold up.
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Yeah, that's really weird. Yeah, I'm gonna hold on to these just in case you ask for them back.
[AGENT][NEUTRAL] Oh my, OK, OK.
[CUSTOMER][NEUTRAL] Cause it, it, it seems.
[CUSTOMER][NEGATIVE] It doesn't seem right.
[AGENT][NEUTRAL] There's 3 different claims that have 3 different amounts on different dates of service, so everything looks good on our end.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, all right, well, um, as I say, I'm just gonna hold on to it for about a week or two, if I haven't heard from you, then I'll, I'll cash them.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sounds perfect.
[CUSTOMER][POSITIVE] Thank you. I appreciate your help.
[AGENT][POSITIVE] You're very, you're very welcome. You have a blessed day and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. OK, bye now.