AccountId: 011433970860
ContactId: e3277fb4-7dab-4b99-b111-e9a02fd5b893
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250309 ms
Total Talk Time (AGENT): 81422 ms
Total Talk Time (CUSTOMER): 152248 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/e3277fb4-7dab-4b99-b111-e9a02fd5b893_20250211T14:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have Miss [PII], um, with policy number.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 252.
[CUSTOMER][NEUTRAL] 7347.
[CUSTOMER][NEUTRAL] You got it?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right. Um, so she's calling in regards that, uh, she filed her claim and then she never received the check. Um, and the, the, apparently we told her that the check was never cashed out and she filed the claim back again so we could send uh the check again.
[CUSTOMER][NEUTRAL] But this time, she was notified that it was too late for her to um submit the claim. So we have a little bit of a, a claim issue here. Is that something that you can take care of?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, and her callback number is the one that appears in the system, the one that ends in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. She was already verified as well.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome. You have a nice day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEGATIVE] This is the [PII] in the claims department.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, um, are you calling about that mammogram on [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, the mammogram I got, yeah. Yes, ma'am.
[AGENT][NEUTRAL] OK, uh, yes ma'am, we reissued that check on 2 on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK then. I just got this letter that said that it was, I, I guess since I, I, uh, I put it, I found it online and I should have just left for the longest I spoke with y'all. I guess that's in regards to me putting a claim online is that what I received because it was saying that basically too much time had passed and I can't receive the, you know, the wellness, uh, check.
[AGENT][NEGATIVE] I don't know why you would receive that because we do not have a timely filing so um you should you should never receive anything that states um it's too late to file.
[CUSTOMER][NEUTRAL] Um, it did sit there, this was my explanation. It gave me an explanation of my benefits and then it just said, uh, uh, I'm sorry, hold up here. It says basically if, uh.
[CUSTOMER][NEUTRAL] That I'm, I'm, I'm driving, uh.
[CUSTOMER][NEGATIVE] Um, but this, I can't, and I don't have my glasses. Oh [PII], this is just a horrible morning. OK, well, yeah, it was just something where it says the policyholder we received your claim and it says in some cases they needed additional information, but then I got this.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, yeah, on that letter that's just an acknowledgment letter, um, so, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not, uh, I do apologize for the confusion, confusion, Ms. [PII], but um, yes, ma'am, we did reissue that mammogram on [PII].
[CUSTOMER][NEUTRAL] OK, I got.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, that.
[AGENT][NEUTRAL] Um, so, so, so that should hit your, it looks like you do have direct deposit, so that, um, that should hit your bank, um, if it has done already in the next couple of days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so very much, ma'am. I appreciate it. Thank you.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. Um, is there anything else I can help you with this morning?
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][POSITIVE] No, ma'am. That's all. Thank you.
[AGENT][POSITIVE] Oh, you're so very welcome. Thank you for calling APO you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you 5.