AccountId: 011433970860
ContactId: c692be09-84df-4a6c-a4b5-10b401005808
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 862909 ms
Total Talk Time (AGENT): 309443 ms
Total Talk Time (CUSTOMER): 224616 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/c692be09-84df-4a6c-a4b5-10b401005808_20250121T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, uh, excuse my voice.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I have 2 policies with you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You sent me
[CUSTOMER][NEUTRAL] Uh, on, on a claim.
[CUSTOMER][NEUTRAL] For 25 2024.
[CUSTOMER][NEUTRAL] So if you wanna look that up.
[CUSTOMER][NEUTRAL] They sent me a text.
[AGENT][NEUTRAL] Your policy
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 50 it is uh 508559.
[AGENT][NEUTRAL] And you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. May I have a callback number for you?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Is it the [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. One moment while I pull up your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII], can you please verify your date of birth, address, and email address please?
[CUSTOMER][NEUTRAL] Yes, uh, my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, what else do you need to know?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And I'm not sure if you gave me your date of birth.
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] All right, thank you so much for verifying the information. I have pulled up your intensive care policy. Um, you said you received some correspondence from us?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] On 425 2024.
[CUSTOMER][NEUTRAL] 4508-559.
[CUSTOMER][NEUTRAL] Uh, can you tell me what you all issued for that?
[CUSTOMER][NEUTRAL] On the fine
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So 508559, there was nothing issue because there was nothing covered under that policy. We did pay under your
[CUSTOMER][NEUTRAL] No, I do, I do.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] We did pay under policy 508558. That was for $3,298.
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 25.
[AGENT][NEUTRAL] That's the date of service that you're giving me. I wasn't sure what that date was, but.
[AGENT][NEUTRAL] Yes, that, that's the data service um that we have and like I stated, under their cancel policy of policy number 508558, that claim paid 3,298.
[CUSTOMER][NEUTRAL] No, no, under 508559.
[AGENT][NEUTRAL] Well, sir, there was nothing to be paid under that policy. That policy is an intensive care policy and there was nothing payable.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes it was.
[AGENT][NEUTRAL] OK, let me look at um
[AGENT][NEUTRAL] What you submitted for that policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It shows that you sent me $450.
[AGENT][NEUTRAL] We sent you $450 but we sent that um over a month ago.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You send it a month ago, but it was for data service of [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] So now you issued that check on [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Well, in the mail, I received two identical checks.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For, for $450. Do you show that?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] Let me, let me do some research, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, thank you.
[AGENT][NEUTRAL] I'll put you on hold. I need to make a call to double check that. One moment.
[CUSTOMER][POSITIVE] OK, don't lose me. You got my number. If you do call me back, OK.
[AGENT][NEUTRAL] 00, I sure will. One moment.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Yep, I'm good. [PII] question.
[AGENT][NEUTRAL] I can't find it, but I thought we received something, some, something about some double prints of check. Do you remember that?
[AGENT][NEUTRAL] I got a call. The member says he received two checks for the same amount of money.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let me, let me see.
[AGENT][NEUTRAL] No, it's a, well, it's intensive care. I don't know. I don't know who it, no.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] No, uh uh, no, this is.
[AGENT][NEUTRAL] I don't, I thought I seen something.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'm gonna have to call him back. I thought I read something about some checks or something. I'm looking in teams.
[AGENT][NEGATIVE] But I can't
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This was, he said this was [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] I'm gonna, I'm gonna just call him back and hopefully [PII] or somebody would be free.
[AGENT][NEGATIVE] He got two checks for 450 and I don't see why.
[AGENT][NEUTRAL] Um, you know what, I need to ask him that. I'll find out. OK. OK. Bye bye.
[AGENT][NEUTRAL] Mr. Head?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is, are they both the same check numbers?
[CUSTOMER][NEUTRAL] They're both the same check number. And what I was wondering was,
[CUSTOMER][NEUTRAL] Intensive care.
[CUSTOMER][NEUTRAL] For my policy.
[CUSTOMER][NEUTRAL] Uh, was it $900?
[CUSTOMER][NEUTRAL] For that particular claim.
[CUSTOMER][NEUTRAL] If it was, maybe they, maybe they made a mistake.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, um.
[CUSTOMER][NEUTRAL] And sent me $450 and then sent $450 to make up for it.
[AGENT][NEUTRAL] No, it was only 4.
[CUSTOMER][NEUTRAL] But issuing the same check number, so.
[AGENT][NEUTRAL] Yeah, it was $450 total for check number 2016937.
[CUSTOMER][NEUTRAL] Yeah, that's the one I have.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] But they sent me, they, th[PII] sent me 2 of them.
[AGENT][NEUTRAL] Oh wow. OK, I'm going to reach out to, um, I tried to reach out to my supervisors but like she's still on a call. Um, can I call you back once I hear back from her?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Yeah, I would just want, I was just wanting to make sure that.
[AGENT][NEUTRAL] I'm pretty sure they're just gonna take cash one and shred the other one, but I'm just gonna call her, um, just yeah.
[CUSTOMER][NEUTRAL] It was, it was
[CUSTOMER][NEUTRAL] OK, well, we'll make sure they didn't make a mistake on the beginning one, and it wasn't 900 instead of 450. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] By the policy I have from that date of service, which was [PII], yeah, which was [PII].
[AGENT][NEUTRAL] For the intensive care.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That should check on [PII], but data service was 25.
[AGENT][NEUTRAL] Yeah, because you only have one day of intensive care. So that paid the 325 cause you only get um.
[CUSTOMER][NEUTRAL] And that was, that was.
[AGENT][NEUTRAL] You only get $325 per day and then you have that building benefit and that paid you an extra $125. So that made up the $450 so it wouldn't have been any more that needed to be paid on that claim.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right. Does it make any difference on my age?
[AGENT][NEUTRAL] Whether you get more money.
[CUSTOMER][NEUTRAL] No, whether I get more or less, does it make any difference on my age?
[AGENT][NEUTRAL] Um, for, for your age, let me look at your policy. While I pull up your policy, this is a verification of your coverage and not a guarantee for payment. Definitely you don't get more money for age, but sometimes they do take away.
[CUSTOMER][NEUTRAL] Well, I was, I wasn't asking for more. I was just saying whether I would get more or less, yeah.
[AGENT][NEUTRAL] Money
[AGENT][NEUTRAL] No, I'm just saying. Yeah. Yeah, sometimes you um will get um less but it does not show, let me see.
[AGENT][NEGATIVE] It does not show.
[AGENT][NEUTRAL] That you, you have a a um a stipulation on yours, but sometimes like after you turn like [PII], it reduces by 50%, but it does not look like that is the case for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. Well, you let me know back, OK.
[AGENT][POSITIVE] OK, I'm gonna call you back today.
[CUSTOMER][NEUTRAL] Alright, alright, please do, OK.
[AGENT][POSITIVE] Thank you. Is there anything else, Mr. [PII], I can help you with today?
[CUSTOMER][POSITIVE] No, no, you did really good. I'm, I'm sorry about my voice and I know I'm hard to understand, but uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it's OK.
[AGENT][POSITIVE] Oh, no, no, you're OK. You're good.
[CUSTOMER][POSITIVE] OK, yeah, thank you very much. You're really good help. Thanks.
[AGENT][POSITIVE] Thank you. Mhm.
[AGENT][POSITIVE] Mhm. Thank you for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK OK.