AccountId: 011433970860
ContactId: f411fcd0-5702-494a-83ac-08cbc21dfb11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 641140 ms
Total Talk Time (AGENT): 409990 ms
Total Talk Time (CUSTOMER): 161547 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/f411fcd0-5702-494a-83ac-08cbc21dfb11_20250117T15:07_UTC.wav
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[AGENT][POSITIVE] Hi, good morning. Thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I had a mammogram done in December and I mailed you the information. And I called a couple of weeks ago and you said it was mailed the [PII], but I have not gotten the $75 yet.
[AGENT][NEUTRAL] OK, yeah, let me take a look at that for you, Mr. [PII]. Do you have your, do you have your policy number handy?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Well, let's see.
[CUSTOMER][NEUTRAL] No, I don't have it handy. Uh uh.
[AGENT][NEUTRAL] That's OK. I can search it with your social if that's something you'd like me to do.
[CUSTOMER][NEUTRAL] OK, you need my birthday?
[AGENT][NEUTRAL] Um, I, can I get your social to search it? Would that be OK? Are you in a place where you can give that freely?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My birthday is [PII].
[AGENT][NEUTRAL] OK, give me one second, Ms. [PII].
[AGENT][NEUTRAL] And how do you spell your first name, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Well, uh, [PII].
[AGENT][NEUTRAL] [PII], I'm sorry, that is a big difference.
[CUSTOMER][NEGATIVE] So I need to, need to get it resent out because I never got it.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, I will definitely help look at that for you. Ms. [PII], could you verify for me, um, your city and state?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right. And I know you just said it, so I'm so sorry to ask you to repeat it, but could you give me your date of birth again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But they looked it up when I called and uh they received it on [PII] and mailed it on [PII].
[AGENT][NEUTRAL] OK, I just have a lot of people who share your name so I just have to go through them one by one to find out um which ones you, my friend.
[CUSTOMER][NEUTRAL] Do you need me to look up my account number?
[AGENT][NEUTRAL] Oh, I can look it up if you wouldn't mind giving me the last 4 of your social.
[CUSTOMER][NEUTRAL] Oh, that's
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, that will help me narrow it down dramatically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've always gotten it a couple of days after I found it, but I didn't get it this time.
[AGENT][NEUTRAL] OK, yeah, we are gonna look into that for you, my friend, and I do see your policy right here, um, and I'm just gonna have you hang tight with me. I see that we put it in the, oh.
[AGENT][NEUTRAL] We put it in the mail for you, your last one, your wellness on the [PII]. It didn't go out, it didn't finish processing until the [PII], so I think it just took a little longer for us to process, but we did put the check was cut on the [PII], Monday, so it would have been put in the mail on Tuesday this week for you.
[CUSTOMER][NEUTRAL] Oh, January?
[AGENT][NEUTRAL] Yeah, uh, yeah, it took us, I do see it was back from December, but I show on our side that they didn't finish processing your claim until Monday, so I think it may be just for the holidays it took them a little longer to process.
[CUSTOMER][NEUTRAL] Oh, well, they tell me.
[CUSTOMER][NEUTRAL] Uh, they told me when I called, uh, several weeks ago that it was mailed on the [PII].
[CUSTOMER][NEUTRAL] It's what they tell me.
[AGENT][NEUTRAL] Let's see, it was from.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do see we also sent you a check on the [PII]. It looks like.
[AGENT][NEUTRAL] [PII] for [PII]. Hold on, let me look into that other one.
[CUSTOMER][NEUTRAL] I had the mammogram on the [PII].
[AGENT][POSITIVE] OK, I do see that. I'm really sorry. I think.
[AGENT][NEUTRAL] I'm really sorry, like I don't want to.
[AGENT][NEUTRAL] Give you any wrong information because I wasn't like on that last call where you called and talked to somebody um.
[AGENT][NEUTRAL] I'm showing that we received your letter on [PII] and that we finished processing it on the [PII]. I do see one from the [PII] or the [PII], but that was last year. It it says on it [PII], um, so maybe they looked at that and didn't notice the, they didn't notice the year was different, um.
[CUSTOMER][NEUTRAL] It was a
[CUSTOMER][NEUTRAL] But that's when I mailed it.
[AGENT][NEUTRAL] Perhaps
[CUSTOMER][NEUTRAL] It was [PII] that I talked to when I called before. I don't know if that means anything or not.
[AGENT][NEUTRAL] OK, let me look at her notes.
[CUSTOMER][NEUTRAL] And she told me to call back by the uh
[CUSTOMER][NEUTRAL] Before the [PII] to check on it.
[AGENT][NEUTRAL] OK, yes, it looks like the claim that she was advising you on, she did put the claim number in there was the one back from [PII], and we wanted the one that happened in [PII], which was last year.
[CUSTOMER][NEUTRAL] Well, that's when I had it.
[AGENT][NEUTRAL] So the one in [PII].
[CUSTOMER][NEUTRAL] That's when I had the mammogram.
[AGENT][NEUTRAL] Mhm. So.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] It looks like I see that you had another one last year in [PII].
[AGENT][NEUTRAL] December at Baptist Memorial on [PII].
[CUSTOMER][NEUTRAL] Yeah, uh, yeah.
[AGENT][NEUTRAL] OK, yeah, it looks like, I'm so sorry, it looks like Ms. [PII] advised you on the one from the previous year, like, not [PII], but back in [PII], um, instead. And I think, yeah, I think it was just an oversight or a mistake on our part. Um, but she, I think she gave you the information. I mean, I know she, she listed the claim number, so that was the one from not this last winter, but the winter before. And that check did get mailed out.
[CUSTOMER][NEUTRAL] I did. I
[AGENT][NEUTRAL] Um, back in [PII], so a little over a year ago. So this one just got put in the mail on Monday. I think she just looked at the wrong claim and I'm so very sorry. Um.
[CUSTOMER][NEUTRAL] Yeah, I got that one.
[CUSTOMER][NEUTRAL] I got that one.
[CUSTOMER][NEUTRAL] OK. I just, I just need you to send it to me.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] Yes, they put it in the mail for you Tuesday, so it should be coming to you pretty quick. You should get it, I would imagine. I know [PII] is coming up. I don't know if that'll impact the mail, but you should get it pretty quick. They did send you out that check.
[CUSTOMER][NEUTRAL] Oh, OK. Well.
[CUSTOMER][NEUTRAL] Well, she told me it was [PII].
[AGENT][NEUTRAL] I know, I'm sorry, she was looking at the claim from [PII] and now we're in [PII], so it was like a while back ago. Um, that one was mailed out December.
[CUSTOMER][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] But it's never been that long before.
[AGENT][NEUTRAL] Yes, but we didn't even receive your claim. We didn't even receive your claim on our side until January, um, until [PII] was when we received your claim, so we couldn't have mailed in, yeah, that's by the, that's when we got it, um, was [PII].
[CUSTOMER][NEUTRAL] I usually mail it in.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEGATIVE] It must have got lost in the mail then.
[AGENT][POSITIVE] Yeah, so I'm, I'm really sorry. I think she was just looking at the wrong one and gave you, and I, I mean, it's just a simple human error on our part, but you do have a check coming to you and it was just put out on Tuesday. And so if you don't have it, I would say by this time next week, please give us a call, let us know. um, but you do have one and I just maybe keep your eyes out for it. It should be coming to you sometime soon. And I am really sorry that you got the wrong information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it was mail list.
[CUSTOMER][NEUTRAL] Last Tuesday, which, OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEGATIVE] It was mailed like 2 days ago or on Friday 3 days ago. They put it in the mail 3 days ago.
[CUSTOMER][NEUTRAL] 3 days ago.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Like the [PII], like the [PII].
[AGENT][NEUTRAL] So I'd imagine
[AGENT][NEUTRAL] [PII], yes, they cut the check on the [PII] and then they put it in the mail the following morning. So whatever day they they cut it, they mail it out the next day. Um, so it went into the mail on the [PII], and so I imagine 7 to 10 days is, you know, typically a good average for a male.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Well this never took this long before.
[AGENT][NEUTRAL] Yeah, I'm really sorry I think we just there was a mix maybe there was something taken so long for us to get your claim because it looks like it just, you know, on our side it looks like we got a claim.
[AGENT][NEGATIVE] It looks like we, it took long for us to end up getting your claim, um, and I think that was the big hold up. We received it.
[CUSTOMER][NEUTRAL] When did you get it?
[CUSTOMER][NEUTRAL] What was the date?
[AGENT][NEUTRAL] Um, we received it on the [PII].
[AGENT][NEUTRAL] And it was um put into our online system on the [PII] so it takes, you know, a couple days for them to get something in paper and then to get everything scanned and uploaded and put together on the online system but we received your paperwork on the [PII]. We got it uploaded on the [PII] and then they processed it on the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And see, I mailed it the [PII].
[AGENT][NEUTRAL] Yeah, I wonder if something maybe with like the holiday weather and then all those weird snow things that were happening in like those states that aren't used to having snow, if somewhere along the way it just got slowed down in the mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it was mail last Tuesday, this last Tuesday.
[AGENT][POSITIVE] Yeah, just 3 days ago. Mhm. Alright, it went out with the [PII], yeah, you should get it pretty quick.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, so I should get it.
[CUSTOMER][NEUTRAL] And it was $75 right?
[AGENT][NEUTRAL] Yes, ma'am. You betcha.
[CUSTOMER][POSITIVE] OK. All righty, I'll be looking for it. I do thank you. And what was your name?
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Oh, yes, my name is [PII]
[CUSTOMER][POSITIVE] OK. All righty. Well, I appreciate you checking on it. Thank you, [PII].
[AGENT][POSITIVE] Hey, I am so glad I was able to help you, Miss [PII], and if you don't get that letter or you don't get the check in in a little more time, please give us another call back and we'll do our best to take care of you, OK?
[CUSTOMER][NEUTRAL] OK. Where was it mailed from?
[AGENT][NEUTRAL] You know, um, I'm betting it's gonna come from our [PII] address, um, so it'll be from [PII] and then we're out of [PII].
[CUSTOMER][NEUTRAL] OK, that's where you are.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] OK. All righty. Thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you and you have such a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.