AccountId: 011433970860
ContactId: e9cdd8e3-4ff3-4c21-a113-64a01c4343c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350220 ms
Total Talk Time (AGENT): 105429 ms
Total Talk Time (CUSTOMER): 85040 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/e9cdd8e3-4ff3-4c21-a113-64a01c4343c7_20250319T13:31_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] I, I was calling today because um I have a claim back from November of last year and um according to the EOB you guys issued a check on it, but, um, [PII] Francis is saying that they never received the check.
[AGENT][NEUTRAL] Can I have your name, policy number, and a callback number for you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] Uh, my policy number is 02389045.
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is your birth date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And could you verify the email address that we have on file for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, and you're calling in regards to a claim is the claim for yourself or for a dependent?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have that claim number?
[CUSTOMER][NEUTRAL] For me.
[CUSTOMER][NEUTRAL] I do. It is 3541524.
[AGENT][NEUTRAL] Thank you for date of service, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see if the check has been cashed.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Have they called on behalf of the check to hear to American Public Life?
[CUSTOMER][NEGATIVE] No, I just got off the phone with them and they're saying that they didn't receive it, it has not been posted to my account, um, and that I needed to get in contact with you guys to get the check number and then have you call and talk to them.
[AGENT][NEUTRAL] No, they're supposed to call us. That's not how they work. You weren't even supposed to call us, but I, I, you wanna get it paid, so I, I totally understand that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, she wasn't real forthcoming with information and assistance, so I'm sorry.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Let me give you the check number. Let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It is 2018526. It's 2018526 is the check number and this check was issued on [PII] for the for the total amount of 58788.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And has it been cashed?
[AGENT][NEUTRAL] It shows that it has not been cashed, but let me make sure that it was submitted to the correct.
[AGENT][NEUTRAL] Pay your
[AGENT][NEUTRAL] May I place you on a brief hold while I look into this?
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] Thank you. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding. So it shows that it has not been cashed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it was sent to the correct billing address. However, I'm gonna send something over to the finance department to verify if it actually has been cashed or not is the process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once that's verified, then if it has not been cashed then it'll be reprocessed and resubmitted.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sending it over now.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, well thanks for calling APL and you have a great day.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate your help you too.
[AGENT][POSITIVE] You're welcome [PII]. Thank you. Goodbye.
[CUSTOMER][NEUTRAL] Uh