AccountId: 011433970860
ContactId: c9655c2b-2da0-48e1-b546-1c103f49386a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442769 ms
Total Talk Time (AGENT): 229986 ms
Total Talk Time (CUSTOMER): 231673 ms
Interruptions: 14
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/c9655c2b-2da0-48e1-b546-1c103f49386a_20250317T13:57_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. Let me give you my account number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, Mr. [PII], I'm the representative you've been speaking with. What's going on?
[AGENT][NEUTRAL] They haven't called you back?
[CUSTOMER][NEUTRAL] You ever get that fax?
[CUSTOMER][NEGATIVE] No, nobody never called me back and said nothing to me cause I talked to you last, that was it.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if you see the fax. That's all on Friday that I send out Friday.
[AGENT][NEUTRAL] OK, let's see. Looks like we received one on the, well, since it's a new call, I know I'm used to talking to you. I'm sorry, but since it's a new call, can you verify um just your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh [PII] email address [PII]. Uh, mailing address [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So yes, let me pull up the documents. It looks like we've received something on [PII] and [PII]. Hold on one second.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh boy
[AGENT][NEUTRAL] It's coming up now. Hold on one second. This one is.
[CUSTOMER][POSITIVE] Take your time. Take your time. You've been helping me real good.
[AGENT][NEUTRAL] OK, yes. So this is the um the doctor's list that they asked for, uh, with the, the dates, I'm sorry, not the dates, the addresses and phone numbers. Oh, it does say the date, but I didn't mean to say that. And then the second one we received on [PII], let me see what this is. Hold on one second.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's not the same thing that everything is, uh, uh, all my stuff like my bills and everything, so stuff like that there and the itemized bill and different stuff like that.
[AGENT][POSITIVE] Yes, sir, I do see that this one is 7, this one here is 17 pages. So yes, sir, I see that as well. So it looks like we're all good to go.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, the question I was gonna ask you is uh.
[CUSTOMER][NEUTRAL] Yeah. Can you like email me something and I can print it out cause they want my card numbers. I gotta have like a card. I can show to them. I gotta go. I post with today. I, I didn't know, but I go see my radiation treatment starts [PII].
[AGENT][NEUTRAL] So our cancer policies don't have, um, we don't have cards for the cancer policy. I can't, do you have the policy number? I can give you the policy number and the effective date, or if they want to call us to verify anything, they can.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's the effective date on it? So I never know about the effective date.
[AGENT][NEUTRAL] Um, this policy has been active. Let me see if this is the first one. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, this policy has been active since [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I just got know my pops I just get that to him.
[AGENT][NEUTRAL] Yes, sir, um, just the policy number and then um if they have any questions, they can definitely give us a call, but unfortunately, our cancer policies don't have any um ID cards, only the medical and dental.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So I hear from y'all by next week, another week from now, about if I get anything.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, yes, sir. There's typically a 7 to 15 business day turnaround. So the last one that we received was on last Friday. So,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] The end of the month, beginning of April would be 10 business days, um, but you can call in and check and whenever you get ready, and we'll provide you with an update.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I, I know I supposed they say the first one was like 5000. Do I have to, I guess, I can send it back you to, uh, oh you can mail it to me. I wasn't have to mail it to me.
[AGENT][NEUTRAL] What, the payments?
[CUSTOMER][NEUTRAL] If I do get it,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see if you have um direct deposit. If you like, I can email you, let me see.
[CUSTOMER][NEUTRAL] And what
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's not, you don't have direct deposit set up. So it would be a um
[CUSTOMER][NEUTRAL] OK, then I'll do it that way.
[AGENT][NEUTRAL] It would be a, I'm sorry, my, I just got a message. I apologize.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] So there there's no direct deposit on file, so it would be a paper check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How do I do direct deposit with that.
[AGENT][NEUTRAL] Um, would you like me to send you the information for direct deposit?
[CUSTOMER][NEUTRAL] Yes, and then you email it to me and I just, what I do is fill out on the computer, then send it back to y'all. I'll print it out and fax it back to y'all.
[AGENT][NEUTRAL] Well, you could do it either way. Um, if you'd like to send it to us fax, you can, if you want to just keep it digital and upload it to the online service center, you could do that too.
[CUSTOMER][NEUTRAL] Hey, let me ask you a question. I've been trying to get on there. I keep getting what my password is. I know my username is, but I keep getting what my password.
[AGENT][NEUTRAL] So if you know the username, because we can't reset the password on this end either. If you know your username.
[CUSTOMER][NEGATIVE] It won't let me reset it.
[AGENT][NEGATIVE] It won't let you reset it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, they tell me to call you out.
[AGENT][NEUTRAL] OK, let me see, hold on one second.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, I know it's [PII], all in capital letters the username. So I kept putting the password but kept kicking it out, kept kicking it out, kicking it out. And then they said it doesn't match, and then they would say, well, they time the 3rd or 4th time I tried, they said I need to call y'all.
[AGENT][NEUTRAL] It might be a lot. Let me see.
[AGENT][NEUTRAL] No, it says it's active. Did you say [PII] or [PII]? Which one did you put in?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII], that's the username.
[AGENT][NEUTRAL] It's the other way.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Your username is [PII].
[CUSTOMER][NEGATIVE] OK, that pops up, but when I get ready to put the password, I already pops up. So when I put the password in it keep kicking it back out.
[AGENT][NEUTRAL] So if you use
[CUSTOMER][NEGATIVE] And then I try to reset the password and then send me an email or nothing to reset the password at all.
[AGENT][NEUTRAL] So your your policy is active, so it's not locked, so you can reset your password. So if you're putting [PII] in the username, just use that link. It's going to send you an email or a text. You have to follow it through, but that's the only way to reset a password because we can't reset your password.
[CUSTOMER][NEGATIVE] They never did do it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because it never showed me a text. It just kept saying, keep throwing it back, throwing it back, throwing it back. So I need to go in and look for see see receive a text message to reset or an email, right?
[AGENT][NEUTRAL] Yeah, I would just try, so just go on the website and um put your username in and click that link and then just follow those prompts. If you put for um text verification, then it'll send you a text. If not, it may be an email.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. OK, thank you, man. I appreciate you. Well, I'll talk to y'all next week. All right.
[AGENT][POSITIVE] You're very welcome. Alright, Mr. [PII], was there anything else I can help you with today?
[CUSTOMER][POSITIVE] So y'all get everything you need from me.
[AGENT][POSITIVE] Yes, sir, it looks like we're good to go and if you need anything, don't hesitate to give us a call.
[CUSTOMER][POSITIVE] Oh, thank you, man.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Well, thanks for calling APL. I hope you have a great week.
[CUSTOMER][NEUTRAL] You too, man.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Like