AccountId: 011433970860
ContactId: be50109c-c9ee-426c-bc04-7e2310923177
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 764270 ms
Total Talk Time (AGENT): 122537 ms
Total Talk Time (CUSTOMER): 124088 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/be50109c-c9ee-426c-bc04-7e2310923177_20250430T15:49_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] Yes, good morning. My name is [PII]. I had submitted to, um, wellness claims, and I received a check for one of them, but I think either I might have accidentally not realized because I was it's my first time getting checks that that was a check from y'all, and I don't know if I tore it up or if I never received it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I can check on it. Um, and may I have a call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh huh, my number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] OK, so there's two, so, um, well, uh, well, I'm thinking, OK, one is OK, 2491487.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] One is enough.
[AGENT][NEUTRAL] OK. And Ms. [PII], for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's um [PII] [PII]. Well I don't know if it's my home or my work, so it'd be [PII] or [PII], and my address is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, thank you, we have your personal email thank you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm just gonna look at the claims, OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so we only send one payment on this one for 100.
[CUSTOMER][NEUTRAL] They only sent one.
[AGENT][NEUTRAL] Yeah, it's just.
[CUSTOMER][NEUTRAL] Yeah, I didn't get the, uh, and that's supposed to be another one for 50?
[AGENT][NEUTRAL] OK, I can check on the other one and see if it was.
[CUSTOMER][NEUTRAL] Cause I have, I have, yeah, I have one for cancer and I submitted one for critical illness.
[AGENT][NEUTRAL] OK, and you send it by mail?
[CUSTOMER][NEUTRAL] And I, I submitted two separate, no, I faxed it, so I sent 21 like I said, one was for I filled out two separate forms, did one for critical illness and one for cancer.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I can check um.
[AGENT][NEUTRAL] So you believe you probably have um
[AGENT][NEUTRAL] Thrown away the check.
[CUSTOMER][NEUTRAL] Was one mailed to me?
[AGENT][NEUTRAL] Yes, we send a check for $100.
[CUSTOMER][NEUTRAL] OK, so I think I, I, no, I have the $100.01.
[AGENT][NEUTRAL] You do have that one. OK, so that's the only one we have sent. OK. Um,
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] Yes, I have that one. I never received the second one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me check the other policy and see if we process that 11 moment.
[CUSTOMER][NEUTRAL] Yeah, that would be I think 2491338 is the other policy number.
[AGENT][NEUTRAL] The 1338 is the one we pay on there, so let me check the other one.
[CUSTOMER][NEUTRAL] Oh, OK, so I have that that would be 249-1487.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me go ahead and pull the paperwork that was sent and see um because it looks like it was.
[AGENT][NEUTRAL] But under the cancer policy. Um, do you mind holding for me?
[CUSTOMER][NEUTRAL] I don't mind.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[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][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for Ms. [PII]. I do apologize for that long wait. Um, OK, so I do see where you sent in two different faxes with the two different policies. It was all applied to one, so I had to send a request for them to move one of the claims to the other policy to be processed, OK? Yeah, so it's gonna take a few more days for them to process that one, OK? I'm sorry.
[CUSTOMER][NEUTRAL] That's, that's OK.
[CUSTOMER][NEUTRAL] OK, OK, to the other policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][POSITIVE] No big deal. All right, thank you so much. I appreciate you looking into it for me.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APR. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.