AccountId: 011433970860
ContactId: d65a5fb5-eb1c-42c2-ab16-8f5cde844d95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313170 ms
Total Talk Time (AGENT): 111996 ms
Total Talk Time (CUSTOMER): 137176 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/d65a5fb5-eb1c-42c2-ab16-8f5cde844d95_20250108T20:47_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I, uh, got, uh, submitted two claims that were processed and like, uh, approved and like a certain amount was paid.
[CUSTOMER][NEUTRAL] Um, and.
[CUSTOMER][NEUTRAL] When I bring them up.
[CUSTOMER][NEUTRAL] It's I'm just bringing it up right now so I tell you exactly what it tells me.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Can I get your information to get your policy pulled up? I can take a look at it. Could I get your, um, a callback number for you first.
[CUSTOMER][NEUTRAL] But the, the general, sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number with us?
[CUSTOMER][NEUTRAL] 244-6525.
[AGENT][NEUTRAL] And if you could verify your date of birth and your mailing address please.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much and I am speaking with.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK, and.
[AGENT][NEUTRAL] So you're calling on a claim payment you received, um, was it on [PII]?
[CUSTOMER][NEGATIVE] Yep, uh, both of them. 11 was 2,005371 cents, and the other one was 446 and 29 cents. Um, I never received anything. I never got a check or anything like that, but I, uh.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm gonna see where it says um it said it was paid directly to the service provider.
[AGENT][NEUTRAL] OK, let me take a look.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, so the payment of $2,053.71.
[AGENT][NEUTRAL] Let me see, let me take a look at it.
[AGENT][NEUTRAL] OK, so the 2005371 was paid directly to you.
[CUSTOMER][NEUTRAL] Paid directly to me.
[AGENT][NEUTRAL] The, yes, it shows payment went to the insured, it was an insured payment.
[CUSTOMER][NEUTRAL] Like a
[AGENT][NEUTRAL] Um, and then the.
[CUSTOMER][NEGATIVE] Uh, I never, I never received anything.
[AGENT][NEUTRAL] OK, let me take a look.
[CUSTOMER][NEUTRAL] Um, there was a like a health fair or something like that at work where I spoke to um representatives of APL and we changed my address and all that and then and then submitted this policy or submitted the the claim and uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, so, and that this has my old address on it, so.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Which should have been changed when uh this claim was actually put through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the new mailing address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is the city spelled [PII]?
[CUSTOMER][NEUTRAL] Say that one more time? Sorry.
[AGENT][NEUTRAL] The city
[CUSTOMER][NEUTRAL] The city is [PII]
[AGENT][POSITIVE] Oh, good. OK.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, I will get the mailing address updated and a check will be uh reissued.
[CUSTOMER][NEUTRAL] Alright, and then the, uh, then there's one for 446 29.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Now, the 446 29 was paid to the doctor.
[CUSTOMER][NEUTRAL] That was paid to the doctor?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, uh, I'll have to get that figured out because we, the bill was like 2500 and then we just got another bill we we thought it was paid.
[CUSTOMER][NEUTRAL] To them and then we just got another bill that's 7000 all of a sudden for the same thing so we're we're confused about that so I mean I'll contact them about it but.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And there was
[CUSTOMER][NEUTRAL] Strange, but so that was paid directly to them, but the.
[AGENT][NEUTRAL] To the provider, yes, sir.
[AGENT][NEUTRAL] But the 20053 was paid to you and so we will get that check, uh, reissued.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, I don't think so.
[AGENT][POSITIVE] OK. Uh, well, you have a wonderful day, [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you very much bye.
[AGENT][NEUTRAL] Bye bye.