AccountId: 011433970860
ContactId: ea1d5856-5533-4c22-ac8a-5a0660676be3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2008849 ms
Total Talk Time (AGENT): 626281 ms
Total Talk Time (CUSTOMER): 813774 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/ea1d5856-5533-4c22-ac8a-5a0660676be3_20250310T13:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII].
[CUSTOMER][NEUTRAL] And uh hold on just a minute I was gonna tell you my policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I know it was a new one.
[CUSTOMER][NEUTRAL] They have it on that check. Hold on, hold on, maybe they have it here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, I don't
[CUSTOMER][NEUTRAL] OK, wait I'm sorry I thought I had all my stuff together.
[AGENT][NEUTRAL] OK, spell your first and last name for me.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, it says policy number here. Maybe this is it. OK, 2424048.
[AGENT][NEUTRAL] That's it. Mhm.
[AGENT][NEUTRAL] Give me that one more time.
[CUSTOMER][NEUTRAL] 02424048
[AGENT][NEUTRAL] OK, and you said your name is [PII], correct?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. And how can I help you, [PII]?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh, I was just checking on my, uh.
[CUSTOMER][NEGATIVE] I, I, my claims, I've gotten two checks, but when I called the last time, and you probably have record of that somewhere, uh, they said, uh, I was supposed to get like $600 and so far I've only got $150 and those were 29 they did 219 and 220.
[CUSTOMER][NEUTRAL] And I just wondered was the problem? Are they still working on that policy or, and what the problem was?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, you can look at it and see what my problem was I guess it was um.
[AGENT][NEUTRAL] No, go ahead.
[AGENT][NEUTRAL] What was the problem?
[CUSTOMER][NEUTRAL] OK. What it was, and I think it confused them, and it didn't confuse them last year because it it did right. I usually get $50 you know, a treatment, whatever. OK, well, then they started giving me 3 months at a time of medication.
[CUSTOMER][NEGATIVE] So, uh, I don't think they counted that as 3 months. They counted it as 1 month. And then when she went back and looked, she said, oh, I see where they messed up.
[CUSTOMER][NEUTRAL] And I should have wrote down the lady I talked to, and I didn't do that either. I usually do.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Anyway, so she looked back.
[CUSTOMER][NEUTRAL] And on the papers that but it was sent with these checks, one of them says total benefit to 50 and one of them says 2.
[CUSTOMER][NEUTRAL] 100
[CUSTOMER][NEUTRAL] But I've only got like $150 a $50 check and a $100 check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, but it's last year and the same benefits I got $600.
[AGENT][NEUTRAL] OK, so you said you have so far received a $200 check and, uh, or $250.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] No, a $100 check and a $50 check.
[AGENT][NEUTRAL] And a $50 check.
[CUSTOMER][NEUTRAL] And I can
[CUSTOMER][NEUTRAL] I can give you the check numbers too if you need that.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so it's documented on [PII] that additional benefits was issued to you for claim number 356-6174, uh, paying the additional 90 days.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Let me look at each of those claim numbers.
[AGENT][NEUTRAL] 356-671-4 is one claim number.
[CUSTOMER][NEUTRAL] Mhm. And that was for real.
[CUSTOMER][NEUTRAL] It's $200.
[CUSTOMER][NEUTRAL] And then one
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The 356-608-5 says 250, but I've only got two checks here.
[CUSTOMER][NEUTRAL] It probably has that somewhere.
[CUSTOMER][NEUTRAL] check number 2029044 and it's $100.
[CUSTOMER][NEUTRAL] And then 202-8768 is $50.01 of them was dated [PII] and one of them was dated $220.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And they came in with these, this claims of benefit explanation, but they don't match up to any of this stuff.
[CUSTOMER][NEUTRAL] But the last lady I talked to, she said, oh, I see what happened. They'll have to go back and, you know.
[CUSTOMER][NEUTRAL] Adjusted or whatever they do, but I haven't heard anything since.
[AGENT][NEUTRAL] Mhm, give me just a second to take a look at it, OK?
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] OK, so I see the initial check for 50.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then on [PII].
[AGENT][NEUTRAL] An additional benefit of $100 was issued.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] To totaling 150 between the two checks.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So did you receive the additional $100 check that was dated [PII]?
[CUSTOMER][NEUTRAL] Dated [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I, I received a $100 check and a $50 check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's all the
[AGENT][NEUTRAL] Right, and that's, that's
[CUSTOMER][NEUTRAL] The $100 check
[AGENT][NEUTRAL] Yeah, the initial check we processed it on $50 for $50 so that was not the 90 day and then they went back and paid an additional $100.
[CUSTOMER][NEUTRAL] It's 22
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, but this was for a whole year that I sent in.
[CUSTOMER][NEGATIVE] I don't send claims in every time I, my medicine, every time I get it, that cancer medicine, I just, I wait and do it one time a year.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So it was from
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To [PII]. But what it was when I looked at it.
[CUSTOMER][NEUTRAL] Normally, I was getting like it, getting the medicine.
[CUSTOMER][NEUTRAL] 30, a 30-day medicine supply. Then they started to give 90 days.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so that's really 3 months, the 90 days, but they counted as 1 month, I guess. I don't know.
[CUSTOMER][POSITIVE] And then the woman that I talked to, she said, yes, you're right. And
[CUSTOMER][NEUTRAL] I thought she went and talked to somebody because I was staying on the phone for a while.
[AGENT][NEUTRAL] Yeah, I see that. So the, so the September, the drugs that you had uh after or the prescriptions that you had filled after [PII] were processed under a different claim, um, a different policy number.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What now?
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] Because she gave me, they, they said my policy number changed.
[AGENT][NEUTRAL] Effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so did I get paid?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] January.
[AGENT][NEUTRAL] Not under the new policy because it became effective [PII]. So let's just deal with this one first. So, uh, under the policy that began the [PII], and it's actually your current policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The information that I just provided, there was a check of $50 that was processed on the [PII] and then a check for $100 that was processed on the [PII]. Now let me go back to your other policy and see if there were any adjustments made on those that that under that policy number since you submitted it, you state that you submitted your prescriptions for the entire year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so let me take a look at that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I do show an additional benefit paid under the policy number that you gave me initially, the 242-4048, and let me see one moment.
[AGENT][POSITIVE] Thank you for holding, [PII].
[AGENT][NEUTRAL] So I do show an additional benefit process under the policy number that you gave me, the 242-404048.
[CUSTOMER][NEUTRAL] OK, hold on, ma'am. I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry, hold on.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Well, sorry, go ahead.
[AGENT][NEUTRAL] So I do show an additional benefit um that was processed under the policy number that you provided the 242.
[AGENT][NEUTRAL] 4048 that was processed on the [PII] and that check is $200.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Now it's saying that it's for May it's saying that it's for [PII] and [PII], so it's $100 for May and a $100 additional benefit of $100 for August totaling $200.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] But I haven't gotten that check, right?
[AGENT][NEUTRAL] Let's see, so you're set up on direct deposit.
[AGENT][NEUTRAL] So it's not a yeah, this is, this was sent direct deposit.
[CUSTOMER][NEUTRAL] Oh, see that.
[CUSTOMER][NEUTRAL] Oh, now when was it sent? So what do.
[AGENT][NEUTRAL] So it processed on the [PII]. It usually depending on your banking institution, takes about uh maybe 3 to 4 days to direct deposit.
[CUSTOMER][NEUTRAL] OK, so it was for 200?
[AGENT][NEUTRAL] Uh-huh, $200.
[CUSTOMER][NEUTRAL] Direct deposit $100.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's in February?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, can I ask you something else? OK, so how much am I totally getting? Can you tell?
[CUSTOMER][NEUTRAL] Because it's usually it's always $600.50 dollars per.
[AGENT][NEUTRAL] 30 days.
[CUSTOMER][NEUTRAL] 30 days, yeah.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] And I sent from
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] So we had a had already paid you $50 for the [PII] and [PII] benefit and then they went back in and added an additional $100.
[AGENT][NEUTRAL] So that would be for 90 days for [PII] and [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm gonna have to go back to the other policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that's kind of like 1234 months there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Uh-huh, go ahead.
[CUSTOMER][POSITIVE] Oh, it, the explanation of benefits that I've gotten.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Didn't total up to these checks that was with them, but I guess that doesn't always do that.
[CUSTOMER][NEUTRAL] Does that make sense what I'm asking?
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] The initial checks, remember, they were $50 that was for 30 days.
[AGENT][NEUTRAL] And then they went back and paid.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said that it's billed at 90 days?
[CUSTOMER][NEUTRAL] Yes, ma'am. It was started billing me at 90 days.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] And when did that start?
[CUSTOMER][NEUTRAL] Oh Lord, I don't know. I gave y'all have all the information.
[AGENT][NEUTRAL] Yeah, so I provided the additional benefits that were paid, so they did review your file and they went back, you know, so if your prescriptions uh beginning [PII] was initially 30 days.
[CUSTOMER][NEUTRAL] Uh, I had
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then you said that it switched to a 90 day supply. You don't know when that was?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, because that's, I don't have to go to my son's shop in another town because I don't printer and all that and he's the one that sent it so he's got it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I have to go look at that, but when I called the good.
[AGENT][NEUTRAL] Yeah, so I'm showing the, I'm showing the additional benefit that was paid um under your current policy for date of service [PII].
[AGENT][NEUTRAL] And then that was processed on the [PII] as well. Now, that came in a form, uh, in the form of a check.
[CUSTOMER][NEUTRAL] October.
[CUSTOMER][NEUTRAL] October and how much was the check?
[AGENT][NEUTRAL] $100.
[CUSTOMER][NEUTRAL] Yeah, I got a check for $100 and I got a check for $50 but then the rest of it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] supposed to be deposited in my account.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And so how much is that?
[AGENT][NEUTRAL] That's the amount that I gave you earlier. Give me a second.
[CUSTOMER][NEUTRAL] I'm sorry, I need to.
[AGENT][NEUTRAL] It, I think it was, let me go back.
[AGENT][NEUTRAL] $200.
[CUSTOMER][NEUTRAL] $200. OK, OK, that deposited, yeah, $200 so $200.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] $350 is all I've got so far then, right?
[AGENT][NEUTRAL] And so I'm showing.
[AGENT][NEUTRAL] Going back to [PII].
[AGENT][NEUTRAL] So I'm showing a $50 payment for January, a $50 payment for February, a $50 payment for April, a $50 payment for May.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then there
[CUSTOMER][NEUTRAL] And then I've got
[AGENT][NEUTRAL] There was a 50
[CUSTOMER][NEUTRAL] There's another 183.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, now there were some that were skipped, so I guess that's when they started the 90 maybe or something because you got it 123 is not there, 45, and then 6 months is not there unless it's on this other one, yeah, 5, well.
[AGENT][NEUTRAL] So the 90 day must have started in August.
[AGENT][NEUTRAL] Because we went back and processed the August.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In May, well, actually in May, started in May.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we
[CUSTOMER][NEUTRAL] So May
[AGENT][NEUTRAL] And then we paid, then we paid an additional benefit in August, I mean for the month of August.
[CUSTOMER][NEUTRAL] Ja
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it started in August, so then I was, so that would have been August, September.
[CUSTOMER][NEUTRAL] October, that would have been 3 months then, right?
[AGENT][NEUTRAL] But did you send a prescription in for October?
[CUSTOMER][NEUTRAL] That I was
[CUSTOMER][NEUTRAL] I sent it all in they they made me a copy uh from one.
[CUSTOMER][NEUTRAL] I mean [PII].
[CUSTOMER][NEUTRAL] [PII], I guess it's [PII], yes, to [PII], so I think year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so, so under your new policy, we paid October, we paid $150. So that's for 3 months.
[CUSTOMER][NEUTRAL] And I know $6.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And these checks were actually mailed, one mailed on [PII] and the other one was mailed to you on [PII] for October month.
[CUSTOMER][NEUTRAL] Yes ma'am, I've got those. OK, and then you uh that you said in February for $200 but that still doesn't total up to 12 months of.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] But, but, but based on our findings, when did you start the 90 day? So you didn't have the 90 day in January or February. So that's what I'm saying. So you're not gonna get the.
[CUSTOMER][NEUTRAL] Of medic
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So they're not so.
[AGENT][NEUTRAL] The 150.
[CUSTOMER][NEUTRAL] If if if I get.
[AGENT][NEGATIVE] They only went back and adjust it, but they only, they went back and adjust it when your 90 day supply started.
[CUSTOMER][NEUTRAL] Yes, I understand that. OK, but my total amount of money should be 600 no matter when they started the 90 days.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right? Because the 90 days is 3 months.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If that makes sense what I'm saying.
[AGENT][NEUTRAL] Which is 150.
[CUSTOMER][NEUTRAL] Yeah, OK, yes, yes, I see that, but.
[CUSTOMER][NEGATIVE] The total money that I've got right now that you said I've got in the bank and then these checks, it's not $600.
[CUSTOMER][NEUTRAL] What they normally give me every year.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] But that's an additional benefit that was paid.
[AGENT][NEUTRAL] So remember originally we paid the 50 and they went back and adjusted the month that you have the 90 day supply supply so it's not gonna be 600.
[AGENT][NEUTRAL] It's just additional.
[CUSTOMER][NEUTRAL] Why not?
[CUSTOMER][NEUTRAL] Because they're counting the 90 as a 1.
[CUSTOMER][NEUTRAL] One prescription.
[AGENT][NEUTRAL] Now they gave you 50 for each month, but, but not from January through December because your 90 day began. I'm showing we paid made a payment in May.
[CUSTOMER][NEUTRAL] And not, not
[AGENT][NEUTRAL] We did an additional for May, so you should have received a check.
[CUSTOMER][NEUTRAL] So you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, when I send stuff in for a year.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And you know, process it. OK. Well, she said they didn't catch it that it was 90 days. And normally I circle that I thought I did, but evidently I did and I thought, well, he'll know. And so what I don't understand.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I know I'm, I don't understand insurance very much, but anyway, um.
[CUSTOMER][NEGATIVE] The money is not totaling the $600 because I sent a year's worth of bills.
[CUSTOMER][NEUTRAL] And every year that I've done this, it's been $600. Last year it was $600. I got it here.
[CUSTOMER][NEUTRAL] I got here, one was 400 and one was 200.
[CUSTOMER][NEUTRAL] And that was under the policy 0244048.
[AGENT][NEUTRAL] Give me one sec.
[AGENT][NEUTRAL] So in previous years you were issued $50 for a $30 I mean a 30 day supply?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] So it was not
[CUSTOMER][NEUTRAL] 12345678
[CUSTOMER][NEUTRAL] 9, 1011, 12. Yes, for 12 months I've got it here. Walgreens. I've got.
[AGENT][NEUTRAL] For what year? Is that year [PII]?
[CUSTOMER][NEUTRAL] The then
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And one amount one check was $400.01 was $200.
[AGENT][NEUTRAL] OK, so that would make sense if you were on a 30 day supply at that time.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] But I don't understand why it would be any different. They would just count the 90 as 3 months.
[CUSTOMER][NEUTRAL] Instead of one month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see. Right, but it changed to 90 mid-year.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But I still should get the same amount of money.
[CUSTOMER][NEUTRAL] Whether they changed to 90.
[CUSTOMER][NEUTRAL] Because 90 is 3 months.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does it make sense what I'm thinking and.
[AGENT][NEUTRAL] It does, it does.
[CUSTOMER][NEUTRAL] I'm.
[AGENT][NEUTRAL] So I'm showing [PII], [PII]. I'm not showing anything for March.
[AGENT][NEUTRAL] Then I show a [PII].
[AGENT][NEUTRAL] In August
[AGENT][NEUTRAL] That's what I'm showing. Let me go under the other policy.
[AGENT][NEUTRAL] Capture the other month for [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And under the policy that started [PII], I'm showing the October.
[AGENT][NEUTRAL] So October
[AGENT][NEUTRAL] I'm showing that we paid you the 150.
[AGENT][NEUTRAL] go back to the older policy.
[AGENT][NEUTRAL] OK, so for May, I'm showing that an additional benefit was issued of 100, so we paid you for 90 days in May.
[AGENT][NEUTRAL] Which would be 150.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] August
[CUSTOMER][NEUTRAL] And that's in my account.
[AGENT][NEUTRAL] August, let me go through this real quick. August we paid a total of 150 because they went back and paid an additional.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So those 3 total together.
[AGENT][NEUTRAL] It's 450
[AGENT][NEUTRAL] And you said you usually get 600?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I'm so, so that's a that's that's 150, so give me a moment.
[AGENT][NEUTRAL] So that was for um May, August and October that you received the 150.
[CUSTOMER][NEUTRAL] [PII], OK, 150.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And there was that direct ma'am, is that direct deposit?
[AGENT][NEUTRAL] Some were mailed and some were direct deposit.
[CUSTOMER][NEUTRAL] OK, now
[AGENT][NEUTRAL] So I'll go back and give you that information if you need me to.
[CUSTOMER][NEUTRAL] OK, hold on, let me see it may say it on this paper here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, October I got $100.
[CUSTOMER][NEUTRAL] OK, I got $100.
[CUSTOMER][NEUTRAL] Check, OK, so that's for October.
[CUSTOMER][NEUTRAL] She said I got a 150 for October, right? Oh.
[AGENT][NEUTRAL] You did. We processed 150 for you. They had to go in and do the additional benefit.
[CUSTOMER][NEUTRAL] Oh, I see thing that has 2 for October and $50. Yes, OK, October, so I have those two.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll write it down. I have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For October.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] So that's 3.
[CUSTOMER][NEUTRAL] And then you said they direct deposited 200.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, I'm sorry.
[CUSTOMER][NEUTRAL] Is there any way you could check on this and call me back?
[CUSTOMER][NEUTRAL] The only reason I'm asking, I've got a doctor's appointment and I have to drive 30 miles. I have to leave at [PII]. Got a few minutes.
[AGENT][NEUTRAL] And then for January we paid you 50. February we paid you 50, and April we paid you 50, so 450 plus 150 is 600.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the 250 you said January you pay me 50.
[AGENT][NEUTRAL] February
[CUSTOMER][NEUTRAL] Uh, February, April.
[AGENT][NEGATIVE] In April did not receive a bill for March.
[CUSTOMER][NEUTRAL] May
[AGENT][NEUTRAL] In, um, May total after we did the additional, you received 150 for May.
[CUSTOMER][NEUTRAL] And then I got
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Mhm. Oh, no.
[AGENT][NEUTRAL] 150 for.
[CUSTOMER][NEUTRAL] It, it says here on this explanation it says 50 for me.
[AGENT][NEUTRAL] But we went in and reprocessed the additional 100.
[AGENT][NEUTRAL] For May, for, for, for May, for May, August and October, we pay the additional.
[CUSTOMER][NEUTRAL] And we and
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] OK, yeah, 11 to 100 and 100. OK, so, OK, but what I'm saying is on this explanation of benefit one of them says 250.
[CUSTOMER][NEUTRAL] And one of them says 4.
[AGENT][NEUTRAL] What's the claim number on there?
[CUSTOMER][NEUTRAL] Claim number that oh claim number for 200 is 356-6714.
[AGENT][NEUTRAL] OK, is it 200 or 250?
[CUSTOMER][NEUTRAL] It's 200.
[AGENT][NEUTRAL] OK, and what was the other claim number?
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] And the other claim number was 3566085. Now that one's for 250.
[AGENT][NEUTRAL] And what was the amount of that? 250? OK.
[CUSTOMER][NEUTRAL] 250.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] But now were those of my put in the
[CUSTOMER][NEUTRAL] The bank because I don't have those checks.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] They sent the benefits with this $100 and a $50 check.
[CUSTOMER][NEUTRAL] Explanation benefits. That's why I'm kind of confused.
[AGENT][NEUTRAL] So the 714 was a direct deposit, that was the additional benefit for 200.
[AGENT][NEUTRAL] Which was issued on the [PII], so that's a direct deposit.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] When you said 714, that's that's what is that?
[CUSTOMER][NEUTRAL] 714.
[AGENT][NEUTRAL] The end of the claim number 356-6714?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, yeah, so.
[AGENT][NEUTRAL] So that check was direct deposited on [PII].
[CUSTOMER][NEUTRAL] And you said
[CUSTOMER][NEUTRAL] Got it. So [PII].
[AGENT][NEUTRAL] And then the check, the claim number 3566085 was direct deposited.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Um, well, I say the [PII], it may have, it may have direct deposited on the [PII] or the next business day. Let me see what the [PII] was that way I won't confuse you. Let me go to the calendar.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII] was a Thursday, so the check would have been released on the [PII], that Friday.
[AGENT][NEUTRAL] The other check processed on the [PII], so the check would have released on the [PII].
[AGENT][NEUTRAL] Oh yeah, it would have been direct deposited mhm.
[CUSTOMER][NEUTRAL] [PII] of
[CUSTOMER][NEUTRAL] OK, so that would have been.
[AGENT][NEUTRAL] Oh I would think it would have hit your account by now.
[CUSTOMER][POSITIVE] It pro and it may have honey, I was just since I've gotten some checks.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] I was kind of confused.
[CUSTOMER][NEUTRAL] I just figured, OK, they're sending checks. They're not direct depositing. And so, and I knew that the explanation benefits did not match the checks and that's what it was. So all the rest of the money other than uh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] $150 that I've gotten checks are in the bank.
[AGENT][NEUTRAL] The yeah they were direct deposited on the [PII] and [PII].
[CUSTOMER][NEUTRAL] Right, and it
[AGENT][NEUTRAL] Well, yeah.
[CUSTOMER][NEUTRAL] [PII] and yeah, I got that. OK. So, OK, well, uh, that's what I guess I need to know. I'm so sorry. It's this uh.
[AGENT][NEUTRAL] Are we clear now? So that total, so that total is 600.
[CUSTOMER][NEGATIVE] OK. All right. Well, I guess next year I'm hoping I'm gonna get off this cancer medicine. I hate it. It.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] When I took, when I'm taking it, I've never been on a depression medicine in my life. And now that I'm taking that medicine,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I cried all the time, you know, and, and my kids kept saying, Mom, what's wrong? I said, I don't know. I just can't control, you know, and of course I could tell my mood.
[AGENT][NEUTRAL] Oh, you did? Uh-huh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And so the doctor told me, so, well, I go on a depression medicine. I said, no, I've never been on depression medicine in my life and I'm [PII] old, you know. And he said, well, either that, I have to cry all the time and I said, OK, give it to me. So I can't wait to get off of. And, but I mean,
[AGENT][NEUTRAL] Change
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] I know. Hopefully that'll be soon.
[CUSTOMER][NEUTRAL] Yeah, yeah, hopefully it'll be soon. OK, babe. Well, I'm sorry for keeping you. I just didn't nothing what I was looking at, and I assumed I was gonna get checks and, and I guess I haven't checked my bank account.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So anyway, OK, thank you so much. Yeah, that, that explains everything. Sorry about that. Thank you.
[AGENT][POSITIVE] OK. You are, no pro no problem at all, and you're welcome and thank you for calling APL Nora. Have a good day, OK?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.