AccountId: 011433970860
ContactId: c715fe5b-aff4-4ead-953d-238e741922ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 772760 ms
Total Talk Time (AGENT): 320640 ms
Total Talk Time (CUSTOMER): 345216 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/c715fe5b-aff4-4ead-953d-238e741922ac_20250404T19:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling UPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, this is [PII] and and [PII]. We have two accounts with y'all, and we just send in a check and they sent it back and we've been sending it this way for 30 years. I don't know why they sent it back. We, we sent one check for 2 different account numbers, but we had both the account numbers written on the check and both of the, uh, stubs.
[AGENT][NEUTRAL] What address did you send it to? Our address has changed in the last few months, so it might be where you sent it.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, it says it, it's the, it's the one that we got in our statement direct bill American Public Life Insurance Company [PII].
[AGENT][MIXED] Well, that I believe is the right one. [PII] should be accurate. I don't know why it would have been returned.
[CUSTOMER][NEUTRAL] Yeah, 11 was for $27.01 was for uh $646.21 so we sent in a check for $673.21 and had both of the account numbers written on the check and both of the stubs for both of the policies.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I apologize. Would you give me the, just the post office box one more time?
[CUSTOMER][NEUTRAL] For y'all
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so if you're mailing it in, that's gonna be that one is wrong. Let me, let's see, you said your name was [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, is it. I need a pen.
[AGENT][NEUTRAL] OK, let, let me get, well, I'll give it to you over the phone, but I'm gonna send you an updated payment flyer that shows you all the ways that you can submit payment, but that PO box should be 26.
[CUSTOMER][NEUTRAL] You, you, you keep
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] OK, just a minute because you keep popping on me and I'm missing half of what you're saying to me.
[AGENT][NEUTRAL] Oh, I apologize.
[CUSTOMER][NEUTRAL] That's OK. All right. Uh, wait, wait a minute, let's write it on something else.
[CUSTOMER][NEUTRAL] Here
[CUSTOMER][NEUTRAL] OK, now give it to me.
[AGENT][NEUTRAL] It's gonna be 269-071.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 71269
[AGENT][NEUTRAL] 71, yes ma'am.
[CUSTOMER][NEUTRAL] 269-071 OK.
[AGENT][NEUTRAL] Yes ma'am. And let me.
[CUSTOMER][NEUTRAL] Well, why would they send us this envelope?
[AGENT][NEUTRAL] To be honest with you, I'm not sure why that would uh have been the case. I apologize for that. Um, what, uh,
[CUSTOMER][NEUTRAL] Is everything else the same?
[AGENT][NEUTRAL] Well, uh, let's see. The fire says to send it to standard mail it says department 960641.
[AGENT][NEUTRAL] APL and then that PO box number Oklahoma City and the zip code is [PII].
[CUSTOMER][NEUTRAL] Just wait a minute, and you said this is the one, the one you sent it back in, OK. The one that was sent back in the post office box is 248,950.
[AGENT][NEUTRAL] I'm sorry, what's that number for?
[CUSTOMER][NEUTRAL] The envelope that they that they mailed this back to us or check back to us or the post office box is 248,950.
[AGENT][NEUTRAL] I do not know what that is.
[AGENT][NEUTRAL] That one I do not have that.
[AGENT][NEUTRAL] What uh what group are you with? What's your group number?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, uh, which, which one you want, the big one or the little one? Mm.
[AGENT][NEUTRAL] Well, let's do both. I'll write them both down because I'd like to just note the account that you attempted to send it in and uh just to be on the lookout for it when you guys resend it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the
[CUSTOMER][NEUTRAL] OK, the one for $469.21. The policy number is 00448353.
[AGENT][NEUTRAL] Uh, how about your group number?
[CUSTOMER][NEUTRAL] I don't see a group number.
[CUSTOMER][NEUTRAL] Policy number, reference number?
[AGENT][NEUTRAL] Let's see, what number did you give me again? 44.
[AGENT][NEUTRAL] 83.
[CUSTOMER][NEUTRAL] 00448353 and that's called the policy number and then the the reference number is 4 quit moving it Andy it's 448353.
[AGENT][NEGATIVE] Yeah, that's too long.
[AGENT][NEUTRAL] I apologize.
[AGENT][NEUTRAL] You, are you an individual or are you with the group? I should have asked that to begin with.
[CUSTOMER][NEUTRAL] We're an uh we with a group or an individual?
[CUSTOMER][NEUTRAL] Just through the school. I went through when we took it out umpteen years ago, it was through the, the school system. I don't think it was.
[AGENT][NEUTRAL] Yes, ma'am. I apologize. That, that, that address is for groups. You got group billing and I should have verified with you who you were, uh, who, what kind of policy you were um looking to pay, and I do apologize. So this is that address that I gave you is going to be for group payments only, so that's not one that you're gonna want to use.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let's see. I sincerely apologize. Let me see, let me ask a colleague real quick what address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, you know, we're both retired now, you know, so we, you know.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But she's given me an individual phone now I think.
[AGENT][NEUTRAL] All right, but I'm going to note that both of the policies. Let's see, here's Mr. [PII]. Let's see.
[AGENT][NEUTRAL] Well I'm waiting for them to respond.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And I do not know what is going on with the mail, to be quite honest. We get mail back all the time and we'll notify the groups and say, hey, we got returned mail saying it was undeliverable, and they said, well, I don't know why that's the right address.
[CUSTOMER][NEUTRAL] Well, we live in a condo now and uh uh the, the delivery people can't read A, B, C, D and E.
[AGENT][NEUTRAL] Well
[AGENT][NEGATIVE] Oh dear.
[AGENT][NEUTRAL] Let's see, will be.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Punch that end workout. And workout punch it, please.
[AGENT][NEUTRAL] All right, so,
[AGENT][NEUTRAL] I think the number that you had uh originally given me was the correct one. She's given me 269105 for the PO box.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm. OK, because you know, I'm like I said that's what we got when they, when they bill us and they send us back this thing it says it's got check deer.
[AGENT][POSITIVE] Yeah, that was right.
[CUSTOMER][NEUTRAL] And then it has written out amount is different than legal amount box. That's all the information we got.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] That's so silly. Oh.
[AGENT][NEUTRAL] OK. Let me see.
[AGENT][NEUTRAL] Yes sure.
[AGENT][NEUTRAL] Mailed payments.
[CUSTOMER][NEUTRAL] I mean we don't have to make out two checks, do we?
[AGENT][NEUTRAL] No, ma'am, as long as you put in there that it was for the two different policies, we just have to make sure we have that distinction, but uh one check would be absolutely fine.
[CUSTOMER][NEUTRAL] We never have before.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's, it's on the check and uh and with the, you know, both of the stubs.
[AGENT][NEGATIVE] Oh, so are you saying, oh, you know what? I feel like I've just missed the, the, the ball on this one completely. Are you saying that we returned it to you saying that it was too much?
[CUSTOMER][NEGATIVE] No, it was, it, you returned it to us.
[AGENT][NEGATIVE] Or would the post office returned it.
[CUSTOMER][NEUTRAL] You well, uh, y'all returned it to us because it's, it's our envelope that we mailed it to y'all in and you know, it's in a whole new it was in a whole new envelope. They sent us back the check they sent us this little page that's got the date on it and the account number on it and it says dear and it has that check and then it's got a bunch of other things and then it's got another thing that's checked it says written amount is different than legal amount box.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Was pardon my question, but was the amount in the the block different from what you wrote out?
[CUSTOMER][NEUTRAL] The, the, the check we wrote one check for both accounts and that number if you add those two together that that's that's the amount of the 22 accounts.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am. What I mean is on your check that you wrote out, you know, the line that you write out the words of the number and then the number in the box, were they, did they, are they the same? I know that I apologize for that question, but that's what it sounds like the letter saying to me.
[CUSTOMER][NEUTRAL] OK. No, you are right. It is, he wrote it out for $670.21 and it's supposed to be $673.
[AGENT][NEUTRAL] That's what it is then we just need those to match up in order to deposit it.
[CUSTOMER][NEUTRAL] OK, alright, so now, but I send it back to to the original address, right?
[AGENT][POSITIVE] Yes ma'am, every everything you did was just fine. We just need to get a different check.
[CUSTOMER][NEUTRAL] OK, alright, don't cancel it.
[AGENT][POSITIVE] And I am so sorry. I missed the ball completely on that. I did not ask enough questions.
[CUSTOMER][NEGATIVE] And, and I, I have a question while I have you on here. I can never get anything from the people that give that that that do my mammogram so I can send it to y'all. They won't give me a bill, they don't send me a statement, they don't.
[CUSTOMER][NEGATIVE] They say they're going to and they never do. The girl says, well, I can't give it to you until, you know, we've done the insurance. And so all these years I have not been filing anything because they don't give me anything to file.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Well, I tell you what, I'm not able to answer, uh, claims questions, but I can get you to the right person because I don't wanna give you the wrong information, but I can definitely get you over to the right person. Let's see, uh, alright, Ms. [PII], what is a good call back number for you just in case I lose you when I'm trying to transfer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] But now, uh since you're not in my contacts, it's gonna throw you the spam. So if, if, you know, if I know they're gonna call right back, I'll be sure to answer the phone no matter who it is.
[AGENT][POSITIVE] Yes ma'am, hopefully I won't drop you. That was just in case, but let me uh let's see.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I've got your policy number, so let me just transfer you real quick, just one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], I have an insured on the line that has some questions about filing a claim, um, so she's got issues with getting invoice, an invoice from the provider, um, I don't know if we can help her in any way, but, uh, I don't know how to help her if we can.
[CUSTOMER][POSITIVE] Yes, I I understand what's her policy number and I can help her.
[AGENT][NEUTRAL] One of, well, you know what, that's her husband's. I apologize I got.
[AGENT][NEUTRAL] I didn't get hers. I had her husband's, but it's uh 448-353.
[AGENT][NEUTRAL] She was having a billing issue and I was helping her with that and I only got that one number.
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] 448353.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] But the one you're getting is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] OK, so Miss [PII]'s on the phone and she has questions about um filing a claim.
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, and the number on the screen is her callback number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome thank you so much, you could put her through.
[AGENT][NEUTRAL] OK. Yes, ma'am, one moment.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I have [PII] on the phone and she's gonna help you with that claims process.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes, ma'am. Have a great day.