AccountId: 011433970860
ContactId: bbe74766-19f9-4be7-9e5e-34c1a6ec82c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 875020 ms
Total Talk Time (AGENT): 150512 ms
Total Talk Time (CUSTOMER): 471059 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/bbe74766-19f9-4be7-9e5e-34c1a6ec82c3_20250211T17:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, uh, good afternoon. How are you doing? This is [PII]. I got a question, um.
[CUSTOMER][NEUTRAL] Initially it was the Allstate benefits and now of course it's APL we've had it for since [PII], uh, uh, as far as the claims going, it's under my wife's name and I'm part of it as well. We started, I, my mother got sick about three years ago with uh dementia, so I.
[CUSTOMER][NEUTRAL] I had several claims that we were gonna put in and we just never did we weren't in a good place obviously um but we started to do my claims.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh shoot, what was it last week at some point and uh.
[CUSTOMER][NEUTRAL] Um, my question to you guys is, you know, you have the um.
[CUSTOMER][NEUTRAL] The portal that we can go on, do the claims and so forth. My wife's been doing that matter of fact, she's been putting hers in, but because I wasn't free, we started putting in the claims I've been meaning to put in for a little while. The main question here is, and I don't know if you want me to give you the, the policy information so you can look at what I'm talking about.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, do you want to or you want me to just keep telling you?
[AGENT][NEUTRAL] Uh, well, you can keep going. Well, if you have the policy number that way I can pull it up.
[CUSTOMER][NEUTRAL] Sure, sure, it's 02107042 and that will probably be the best thing because then you'll be able to see the claim I'm talking about.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We got paid on it, but the concern isn't so much that it's whether I need my own portal, uh, or does does because it's I'm on the same policy with my wife if we just put all claims on her portal because initially it'll get paid through her account which is what it did, uh, we put we did we managed one claim we were gonna start but I had to go out of town, um, and.
[CUSTOMER][NEUTRAL] It got paid, which is fine. I think it's the same way. It's a $49 claim if you'll see it there that was paid, uh, I gotta say sometime last week. I forget when I, I had to leave town on Friday, um.
[CUSTOMER][NEUTRAL] And, and the, the curiosity there is.
[CUSTOMER][NEUTRAL] Or, or curiosity, that because we're doing the claims now you see my wife also puts her claims in her concern is are you guys uh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If I put a claim in and my wife puts her claims in, you know, we're only allowed 3 claims a year or something to that effect, that affect her in any way or do we have to put in a portal for me and a separate banking account for me?
[AGENT][NEUTRAL] Uh, it shouldn't affect it, but, um, what's that policy number again cause it came up with a different name. Or what's your last name? I can't look up that way.
[CUSTOMER][NEUTRAL] Initially that's what.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII] is the last name. Let me give you that number again.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And your wife's name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, her name came up. Give me one quick moment, let me look up your name.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And uh Mr. [PII], verify your date of birth for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my wife is [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Because under this policy, I'm only showing your wife has been on the plan. I don't show, well, and it.
[AGENT][NEUTRAL] Policies term. Is she still with Oasis?
[CUSTOMER][NEUTRAL] I'm pretty sure.
[AGENT][NEUTRAL] Uh, let me look one other.
[CUSTOMER][NEUTRAL] Yeah, well, like I said, we just recently did it and we got paid, so it's not like, like, um, it's not like I'm concerned on, on whether I'm on the policy or not. I have been for, for a long while and on top of that when we submitted the claim last week we got paid and that's that's not the concern of isn't isn't whether we get paid or not.
[AGENT][NEUTRAL] Why does she have a different.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] You know whether I need to have my own account or just leave it as it is and it won't affect my claims won't affect her.
[CUSTOMER][NEUTRAL] Uh, claims, you know what I'm saying?
[CUSTOMER][NEUTRAL] Let me give you the old number because you guys were under the Allstate benefit uh when we started in [PII] and and I guess it's the same thing but the policy numbers have changed, um, you guys are APL correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And, and, and we, we initially started with the Allstate benefits and then it went in and then you guys.
[CUSTOMER][NEUTRAL] Company went with with the APL which supposedly is the same thing but that policy number.
[CUSTOMER][NEUTRAL] And I don't, I don't know if it's gonna matter whether I give it to you or not now because it, it doesn't have the same number, but it's 32864 again that's Allstate.
[AGENT][NEUTRAL] Give me one moment, um.
[AGENT][NEUTRAL] Do you happen to have that claim number where it paid?
[CUSTOMER][NEUTRAL] Mm let me uh see if I can get it up on the.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Oh, my grandson got me the wrong again.
[AGENT][NEUTRAL] Oh, come on computer.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Uh, that site we did it on.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Give me just a second, I'll see if I can pull up more.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That portal we did.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Where was it on?
[CUSTOMER][NEGATIVE] Uh, yeah, way too many sites here.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yahoo websites maybe it's here.
[CUSTOMER][NEUTRAL] You know it's in this desktop somewhere.
[CUSTOMER][POSITIVE] You just got so much stuff in here.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I just can't remember where we put it, where my wife put it.
[CUSTOMER][NEUTRAL] See here.
[AGENT][NEUTRAL] And the reason why I asked because
[AGENT][NEUTRAL] That policy number you gave um don't show it's active and so I'm trying to find any active coverage.
[CUSTOMER][NEUTRAL] Which policy I gave, I gave you two. Which one are you the first one or the second one?
[AGENT][NEUTRAL] Uh, the, the first one, the 2107042.
[CUSTOMER][NEUTRAL] Yeah it's 021 I get the same yeah 02107042 you're saying that's inactive or inactive?
[AGENT][NEUTRAL] Inactive.
[CUSTOMER][NEUTRAL] OK, well then maybe it's just my cards.
[CUSTOMER][NEUTRAL] Uh, and she might have given me the, the new, hang on a second, let me just read it to my wallet.
[CUSTOMER][NEUTRAL] Like I said, I haven't done anything on it since we had the part of this program.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Uh, but luckily I've, I've gotten some help with my mom and I'm starting to get back into.
[CUSTOMER][NEUTRAL] Things I need to take care of, but hang on let me see. I might have a new card you guys issued because that is um.
[CUSTOMER][NEUTRAL] [PII] uh.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Let me see if I got a different card here.
[CUSTOMER][POSITIVE] She's good about giving me my card on the.
[CUSTOMER][NEUTRAL] Yeah, this new one I'm sure it's gotta be here somewhere.
[CUSTOMER][NEUTRAL] And that might be why you're not seeing anything pop up on your side.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I pulled it
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I'm trying to remember getting something recent, not so recent the last year.
[CUSTOMER][NEUTRAL] Hang on a 2nd, [PII] pockets here.
[CUSTOMER][POSITIVE] Yeah, I got, I'm sure I got some, a new card.
[CUSTOMER][NEUTRAL] After that [PII] points, let me just double check here.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] No, these are all my credit cards I ain't gonna be in there.
[CUSTOMER][NEUTRAL] I'm not
[CUSTOMER][NEUTRAL] And here, is there any information I can give you that'll help you find it?
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Because if I don't have the newer card that means you'll have it.
[CUSTOMER][NEUTRAL] Let me see that works.
[CUSTOMER][NEUTRAL] We spoke a little while ago and she wanted me to get on this, but hang on a second.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I wonder if it's, well, I say what if another insurance because I'm not showing any active coverage under your wife's name.
[AGENT][NEGATIVE] And I even looked under your name. I didn't see anything.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So you're not seeing anything under that those accounts at all.
[AGENT][NEUTRAL] Uh, no, sir.
[CUSTOMER][NEUTRAL] OK, and uh what I'll do is I'll give her a call. I don't, I'm not supposed to call her at work.
[CUSTOMER][NEUTRAL] She's a supervisor there.
[CUSTOMER][NEUTRAL] They uh they got to where you're not supposed to call. The workers aren't supposed to call up, but, uh, in this case I need to get this thing done. OK, let me get her give her a call.
[CUSTOMER][NEUTRAL] And explain that what you just told me that under under the APL.
[CUSTOMER][NEUTRAL] Um, it, it's not showing anything on her for her, so maybe what I'll do is I'll ask her her, her, her card correct.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Well, I mean, the cars that are issued, it would just say like if it's um
[CUSTOMER][POSITIVE] Um, maybe a good deal
[AGENT][NEUTRAL] It would just have her name, so she would be the policyholder and then it would say either family or couple. Um.
[AGENT][NEUTRAL] But the only other that policy number you gave me it terminated in 22, so that's the reason I was wondering, uh, you say you received a payment if you had a claim number, then I can look up that way because it maybe it's.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In the system somewhere and I can usually find uh information if you have a claim number.
[CUSTOMER][NEUTRAL] Yeah and and we do, we do. I just don't know where she put it on the on the on the desktop but there's a, it's just a lot in here.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, hang on a second, let me see if it's in the site here.
[CUSTOMER][NEUTRAL] No, what I can do is just call her and then call you guys back with a little bit more information now but when I gave you this, this policy number, the 21 you're saying her name did pop up?
[AGENT][NEUTRAL] Yes, her name popped up, but it's just one showing an individual plan and 2 it show it terminated, but I don't see any claim history.
[CUSTOMER][NEUTRAL] It terminated in [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, so, so, in, in other words, when you look it up, there's obviously nothing there because only it was issued in [PII] and then it terminated in [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] And I, so what I'm thinking is that this is not even the the card I'm supposed to have. I've got a feeling it's still gonna be under this uh Allstate number here because this does say on it individual and spouse.
[CUSTOMER][NEUTRAL] Um, so let me call her and find out and then I can get back with you once I have a little bit more information, right, but as far as your, as far as you're seeing her name, that terminated in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you. Let me let her know. I appreciate your time.
[AGENT][POSITIVE] Yes, sir. Thank you for calling APL Mr. [PII]. Have a great day.