AccountId: 011433970860
ContactId: ed7d36d2-3b07-4a42-b685-a146a9a9af39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 747460 ms
Total Talk Time (AGENT): 350414 ms
Total Talk Time (CUSTOMER): 299894 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/ed7d36d2-3b07-4a42-b685-a146a9a9af39_20250624T20:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. This is [PII]. How are you today?
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][NEUTRAL] Fine, thank you. [PII], the reason I'm calling, um, I submitted a claim, um, because I have my cancer plan and I had my, my women's, um, annual checkup, and I submitted the, um, my receipts and everything, and I got reimbursed $60 and I had the annual pap and then I had my mammogram. Is that the same cost now for both of them?
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] OK ma'am.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you have a question on your benefits for your wellness.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Right. OK. Yes, ma'am. I can check that for you. I can help you with this. And what is a good callback number for you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, you can call me on my cell phone, so it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] Policy policy.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Here it is, OK, it's 913.
[CUSTOMER][NEUTRAL] 8640001
[AGENT][NEUTRAL] OK, now that is not a policy number for American Public Life.
[AGENT][NEUTRAL] I don't think, I mean it's not one of our.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] This is
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have uh the number I have is for this is from American Fidelity or cancer plan.
[AGENT][NEGATIVE] OK, now I'm with American Public Life, not American Fidelity.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the number that I have on our
[CUSTOMER][NEUTRAL] This is what is this for then?
[CUSTOMER][NEUTRAL] OK. So the claim I, do you show, do you show a policy at 9,138,640?
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] What is your full social, Ms. [PII] to see if I can locate it with that.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] [PII] OK [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, so [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] OK, so with APL, no ma'am, um, I do not have a policy. Uh, let me see, give me just a second. I don't show that you have a policy with American Public Life, but you believe it's with American Fidelity. Is that correct?
[CUSTOMER][NEUTRAL] Well, the the check I received is from American Fidelity.
[AGENT][NEUTRAL] Yes, so again.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, it's kinda, yeah, but where I submitted my claim.
[CUSTOMER][NEUTRAL] To was I have American Public Life Insurance Company. That's where I sent in that's the form that I have that's where I submitted my my my claim to with my form.
[CUSTOMER][NEUTRAL] And all all my my receipts are attached and then American Fidelity turns around and sends me.
[CUSTOMER][NEUTRAL] A diagnostic prevention benefit and it's exactly the same date of when I had my.
[CUSTOMER][NEUTRAL] Annual checkup, so that's kind of weird.
[AGENT][NEUTRAL] So it sounds like I'm not sure why.
[AGENT][NEUTRAL] Do you know how you ended up with an American public life claim form?
[CUSTOMER][NEUTRAL] I've been doing it for years since I started my plan.
[CUSTOMER][NEUTRAL] That's the form that we that I submit here from the from Imperial Irrigation District which is a company that I work for.
[AGENT][NEUTRAL] OK, just a second because it's so.
[CUSTOMER][POSITIVE] I know, I'm sorry.
[AGENT][NEUTRAL] Yeah, and what phone number was on the information that came to you with your payment?
[CUSTOMER][NEUTRAL] OK, with the payment.
[CUSTOMER][NEUTRAL] I just have it says American Fidelity Assurance Company um I have a 1-800 number it's [PII].
[AGENT][NEUTRAL] Uh-huh. Mhm.
[AGENT][POSITIVE] OK. Now I'll be happy to connect you over, that is their number if you would like. I'll be happy to connect you.
[AGENT][NEUTRAL] But the policy would be, it's not American public life.
[CUSTOMER][NEUTRAL] So it's not
[CUSTOMER][NEUTRAL] So this is weird. So I'm, I know I'm I'm sending the forms to.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Unless they submitted these forms over to whoever I sent them, maybe they forward it to American Fidelity. I don't know.
[AGENT][NEUTRAL] That could be because
[CUSTOMER][NEUTRAL] And I've been doing this for years and years.
[AGENT][NEUTRAL] Yeah, what address are you submitting that to? Because yes, we don't have anything under your name or in the system and the check is being issued from American Fidelity. So that would be.
[AGENT][NEUTRAL] One of their policies, not an APO policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm confused now, all right.
[AGENT][NEGATIVE] I'm confused as to how you got the claim form to send.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Me too. That's, I know I got the claim, everything's submitted and yet then American Fidelity turns around and sends me the check, but it's not complete because I know for a fact that that's, it's for two different tests, so yeah.
[AGENT][NEUTRAL] Yeah, and I can't I mean I can't access any information with you and that policy number that you gave me is not one of our policy numbers. So I'm um at this point as confused as you are about unless it's, you know, you're mailing it, you've mailed it to us and then it just got forwarded to them.
[CUSTOMER][NEUTRAL] No, it was a no, I sent it through a fax. No, uh huh, it was a fax.
[AGENT][NEUTRAL] To what number?
[CUSTOMER][NEUTRAL] And it went to fax number [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's the fax number for APL.
[AGENT][NEUTRAL] And then, is that just because you got that off of our, again, I'm just trying to figure out.
[AGENT][NEUTRAL] Hm, how you ever got started sending it to APL instead of AFA?
[AGENT][NEGATIVE] That's where I'm not, yeah, that's what I'm not and that's where I'm not understanding.
[CUSTOMER][NEUTRAL] Well, I'm confused.
[CUSTOMER][NEUTRAL] And it, huh?
[CUSTOMER][NEGATIVE] And I've been doing this I am I lying? This is forever.
[AGENT][NEUTRAL] Yes ma'am, I mean, again, the checks being issued by American Fidelity which indicates that that's who your policy is actually through.
[AGENT][POSITIVE] We are connected with American Fidelity to a level vote.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] That's not APL's policy number.
[AGENT][NEUTRAL] And your check would be issued from American Public Life Insurance for our claims.
[AGENT][NEUTRAL] So it sounds like that we're receiving it, but then it's getting sent over to AFA for you.
[CUSTOMER][NEUTRAL] That is weird.
[AGENT][NEUTRAL] Yes, but that phone number you gave me, the phone number you did give me, that is, that is for, that's the one thing that is for American Fidelity.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] So I'll be happy to try to connect you over and see if I can get some, you know, wait on the line to get someone to let them know what you're calling about.
[CUSTOMER][POSITIVE] OK, I did, I would appreciate that. I'm like this is, this is the first, OK?
[AGENT][POSITIVE] Well, you're welcome.
[AGENT][POSITIVE] Yes. OK. Well, I'm so sorry that I could not be a more of assistance, but I will be happy to try and, um, get you connected with someone who can check those claims for you and go over, um, your information with you.
[CUSTOMER][NEGATIVE] No, no, no, no, no, no, no, no.
[CUSTOMER][POSITIVE] OK, thank you very very much.
[AGENT][NEUTRAL] OK. Well, you're welcome, Mr. [PII]. Is there anything else that I can help you with since I haven't solved this mystery for you today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Well, hopefully with the transfer they'll answer the phone hopefully I can get this straightened out.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK. Well, again, thank you for calling APL and I hope that you have a very nice rest of your day. OK, yes, ma'am. Thank you so much. So one moment and I'm gonna transfer you over, OK?
[CUSTOMER][POSITIVE] Thank you you too.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you for calling American Fidelity.
[CUSTOMER][NEUTRAL] If you know your party's extension, you may dial it now. You can say why you are calling or press 9 for the menu. If you are an employer, say employer or press 2.
[CUSTOMER][NEUTRAL] I need a little more information to get you to the right place for help with.
[AGENT][NEUTRAL] Claim status and benefits.
[CUSTOMER][NEUTRAL] Thank you. For help with accident, cancer, or disability insurance, say insurance or press one. For help with life insurance.
[CUSTOMER][NEUTRAL] To help expedite your call, we can verify your account now, say or enter the last 4 of your Social Security number. To skip this step, say skip or press 1.
[CUSTOMER][NEUTRAL] Sorry, we were not able to verify your identity. Please have your information available when you are connected to our team. I am connecting you now. Your call will be recorded for quality and training purposes. Your estimated wait time is 20 minutes.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mr. [PII], this is still [PII]. So when I was, um, going through the options,
[AGENT][POSITIVE] It gave me an estimated whole time of 20 minutes.
[CUSTOMER][NEUTRAL] Oh gosh, OK.
[AGENT][NEUTRAL] So, I was not obviously gonna just release you into that um without asking you if you wanted me to do that or if you would just like to try to call them back.
[CUSTOMER][NEUTRAL] No, no. Thank you.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] I will try to call them back um because because I had tried what was the other number so I was I I had tried which number the [PII]. That's a that's the number you you called.
[AGENT][POSITIVE] OK. Well, I'm very sorry about that.
[AGENT][NEUTRAL] Yes, ma'am. That's the one I called. Mhm. Yes, ma'am, that's the one that, that I was just gonna uh transfer you to and I was trying to get someone on the line and that when it asked for the last four of your social, I just opted to skip that one to give it to the representative once they answered. And then that's when I got.
[CUSTOMER][NEUTRAL] OK, I will try that one again. OK, all right.
[AGENT][NEUTRAL] The message saying that the whole time was approximately 20 minutes.
[CUSTOMER][NEUTRAL] OK, let me try calling them. I'll, I'll, I'll put them on hold and whatever, hopefully I can get through.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] OK. Well, I'll be happy to connect you back over and just release the call into their automated system if that's what you would like for me to do. I can do that for you.
[CUSTOMER][NEUTRAL] You know what? sounds sounds good, and I'll just put on a hold on my end so I can hear them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, then. Yes, ma'am. All right. Yeah.
[CUSTOMER][POSITIVE] Thank you, [PII]. I really appreciate your help.
[AGENT][POSITIVE] Absolutely. And again, it was my pleasure in speaking to you today, Mr. [PII]. So one moment. Yes, ma'am, you're welcome. Thank you.
[CUSTOMER][POSITIVE] Likewise, thank you.