AccountId: 011433970860
ContactId: ebcf4cf3-b58f-49ed-90de-05a0dab0831e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1941880 ms
Total Talk Time (AGENT): 350186 ms
Total Talk Time (CUSTOMER): 253950 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/ebcf4cf3-b58f-49ed-90de-05a0dab0831e_20250324T16:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Alright, uh, I filed a claim for my husband, uh, and.
[CUSTOMER][NEUTRAL] I needed to follow up about it.
[CUSTOMER][NEUTRAL] Is this the right department?
[AGENT][POSITIVE] Yeah, I can check on a claim for you for sure. Do you have a policy number?
[CUSTOMER][NEUTRAL] I do not, um, what happened is they sent a check.
[CUSTOMER][NEUTRAL] And for his identity, but uh it was the way it was, it was.
[CUSTOMER][NEUTRAL] Address
[CUSTOMER][NEUTRAL] Therefore, the bank cannot cash the check. So, uh, what can I give you to help you if I don't have a policy number? I'm [PII]. I'm his phone.
[AGENT][NEUTRAL] OK, [PII], do you have the check number by chance?
[CUSTOMER][NEUTRAL] I do not, I'm at work and I don't have a check with me. I'm sorry, um.
[AGENT][NEUTRAL] That's OK. We'll do a search by name. It's no big deal. Let me just one second here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alright, what is the, the policy, what is the the name it's under the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and the first
[CUSTOMER][NEUTRAL] And my spouse name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], and he worked for.
[CUSTOMER][NEUTRAL] Webster Parish School Board in [PII].
[AGENT][NEUTRAL] All right. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then [PII], can you verify what the address on file would be, please?
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] Um, it's either [PII] or it was sent to the PO box. I'm not sure. [PII].
[CUSTOMER][NEUTRAL] And I give you the um OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It looks like we have the [PII], so.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So you said it was a check under [PII] for a claim for him that was sent out that you had called on, correct?
[CUSTOMER][NEUTRAL] Right. But the way they send it out to to me is
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like the succession of.
[CUSTOMER][NEUTRAL] And the bank said that they cannot cash that to call back and see why they sent it out like that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then also I'll have questions about the amount.
[CUSTOMER][NEUTRAL] Because he was in the hospital for, I think, let's see.
[CUSTOMER][NEUTRAL] In hospital
[CUSTOMER][NEUTRAL] Let me know when you want that information.
[AGENT][NEUTRAL] What was the amount of the check?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm thinking about 12 or 16.
[CUSTOMER][NEUTRAL] Not 16,000, 1,012 or or 106. I'm not sure. Like I said, the check is in how I'm gonna have to just call you back when I have a check in front of me.
[AGENT][NEUTRAL] Um, well, let me, I'm just trying to see if I could just find the check here. One second.
[AGENT][NEUTRAL] Let me see if this is it here one second.
[AGENT][NEUTRAL] OK, I believe I got the check here. I see what you're talking about. Um, it was $1,275.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And is it $100 a day in the hospital?
[CUSTOMER][NEUTRAL] Got so
[AGENT][NEUTRAL] Let's
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] So, it looks like.
[AGENT][NEUTRAL] It shows 1200.
[AGENT][NEUTRAL] For I see.
[AGENT][NEUTRAL] Be you, so that would be hospital.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] Let me pull the policy and see what the.
[AGENT][NEUTRAL] [PII] on it is here.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] So the dates on the hospital are showing [PII] and then [PII]. Does that sound right?
[CUSTOMER][NEUTRAL] Uh, it was to the [PII].
[CUSTOMER][NEUTRAL] He entered the hospital on the [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] To the [PII]
[CUSTOMER][NEUTRAL] I do last.
[AGENT][NEUTRAL] Was he in like ICU for a couple of days?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] So looking at this, it looks like they're paying the ICU charges for the 2 days because it's showing on the policy.
[AGENT][NEUTRAL] Under the critical illness in the ICU that it pays $600 per day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That would make sense for a date of [PII] and [PII].
[AGENT][NEUTRAL] If, if you, did you submit other stuff in that claim for the rest of the stay as well?
[CUSTOMER][POSITIVE] Yeah, I send everything they asked for.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I thought I did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I, I tell him that it was he in on the.
[CUSTOMER][NEUTRAL] [PII] and he exited on the [PII].
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm just pulling up the claim submission here. Give me just a second.
[CUSTOMER][POSITIVE] That's fine, thank you for working with me.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] So I do see.
[AGENT][NEUTRAL] The last submission it looks like was on like [PII] and you had sent us of last year you had sent us some like beneficiary information on a policy.
[AGENT][NEUTRAL] Let me check the one before that and see what's with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, I mean, I see that there were other dates that were originally submitted in the claim.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I like the [PII].
[AGENT][NEUTRAL] Alright [PII], so I can have somebody in our claims department reach out to you if you would like to go over this in more detail because I do see the dates, the other dates that were submitted, but when I look at the claim that was just paid out that you were calling on, it's just showing me the incurred dates from the [PII] the [PII], you know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What about, I mean.
[AGENT][NEUTRAL] But you said that you need to look at the check, right? Because the check was made out to the succession of and they're not letting you cash it.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I would need that to be changed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me see what we can do on the check info.
[AGENT][NEUTRAL] OK [PII], let me see what I need to do to get this switched over because you just need it in your name correct?
[CUSTOMER][NEUTRAL] Yeah, even if it would have been in his name, it could have been cash, but because of the way they read it, wrote it out, it could not be cash.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Let me double check on that. Just one moment, please.
[CUSTOMER][NEUTRAL] OK, thank you. You are on hold.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I went.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Hello? Yes, I'm here.
[AGENT][NEUTRAL] All right, [PII]. I have to reach out to another department about getting this changed. I'm sorry for the long hold. I just wanted to let you know I'm still here.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, one moment.
[CUSTOMER][NEGATIVE] Oh my. You are on hold.
[CUSTOMER][NEUTRAL] ring
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on customer care this morning. How are you?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][NEUTRAL] I'm good, thank you. I have a question on a check for a claim. Is that something you could look at with me real quick?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want the policy number or the check number?
[CUSTOMER][NEUTRAL] Uh, give me the policy number.
[AGENT][NEUTRAL] Policy is 7, oops sorry, I had to pop up. 769.
[AGENT][NEUTRAL] 757.
[CUSTOMER][NEUTRAL] OK. For [PII].
[AGENT][NEUTRAL] For [PII], mhm. So there was a check issued um under a claim and it was issued under succession of [PII]. I have [PII] on the line and she's saying that the bank won't cash the check. So I'm wondering, is there a way that we can get the succession taken off? Do I just do a hub request?
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] So did she say that he, has he passed away, the insured passed away or something?
[AGENT][NEUTRAL] Yeah, well, and she's saying that the bank won't let her, yeah, cash it. They're saying that if it was in [PII], like it just can't have the succession of, I guess, on there.
[CUSTOMER][NEUTRAL] Spells
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so he did pass away.
[CUSTOMER][NEUTRAL] So is she able to deposit to pay the check?
[AGENT][NEUTRAL] No, that's her issue. They won't, the bank won't accept the check.
[CUSTOMER][NEUTRAL] OK, cause they probably did that because there's no um.
[CUSTOMER][NEUTRAL] If there's not a beneficiary.
[CUSTOMER][NEUTRAL] Uh, give me one second.
[CUSTOMER][NEUTRAL] We look one more place for some notes and then I'll let you send her over to me because we may just have to give her a call back to find out about this one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Come on, ba, [PII].
[CUSTOMER][NEUTRAL] OK, it looks like the documents that she sent over has a session of Kevin, so that's why we had to add it, but you can send her over and I'll speak with her.
[AGENT][NEUTRAL] OK, awesome. I'm just gonna go back to her. She's been on hold for a minute. I'm just gonna let her know I'm transferring her before I send her to you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for your patience and waiting, Ms. [PII]. I have somebody on the line over in claims they're gonna take the call and they're gonna finish this out as far as helping you with the check and all of that, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, you're welcome. I just want to let you know before I transfer you, so I'm gonna place you on hold and then I'm gonna transfer you over.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?