AccountId: 011433970860
ContactId: f62a45f4-42ec-458c-8018-1abeb0e99d76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397709 ms
Total Talk Time (AGENT): 202473 ms
Total Talk Time (CUSTOMER): 174948 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/f62a45f4-42ec-458c-8018-1abeb0e99d76_20250113T23:09_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Oh hi there. I'm just calling to follow up on the status of my benefit, um, well it's a wellness benefit, uh, that was, I spoke to you guys back on December, what was it [PII], and it's $50 in regards to one of my benefit claims, and I still haven't received it in the mail.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I'd love to take a look at that for you. Um, do you mind if I get your policy number?
[CUSTOMER][NEUTRAL] Uh, sure, that would be.
[CUSTOMER][NEUTRAL] 217-0737
[AGENT][NEUTRAL] 217-073-7. Did I hear you right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect. And
[AGENT][NEUTRAL] Can you verify for me, pretty please, your first and last name and date of birth?
[CUSTOMER][NEUTRAL] It should be [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful, and I do just need to verify some additional information with you if you could verify with me your.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you and
[AGENT][NEUTRAL] Just lastly, is that email address on file if you can.
[CUSTOMER][NEUTRAL] Sure, it's a long one. It's [PII]
[AGENT][NEUTRAL] I have something else. It's two words.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII] yeah, it's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I think when you spelled it out, my brain just didn't put it together. I'm so sorry.
[CUSTOMER][NEUTRAL] That's OK. No, you're fine, you're fine.
[AGENT][NEUTRAL] And I do see that wellness form um claim came through. It looks like we processed it for you mid December and it should have been paid out via check, um, but let me just pull up those check details for you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, I haven't yet. I checked my mail right today and I have yet to receive a check from you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Make sure it just all went out to the right spot.
[AGENT][NEUTRAL] 201.
[CUSTOMER][NEUTRAL] I initially called oh sorry.
[AGENT][POSITIVE] Oh no, you're OK. I'm sorry.
[CUSTOMER][NEUTRAL] I called because I faxed the information into you guys on the [PII] anyways, I followed up with you guys because I got a letter in the mail just stating that you got my claim it's in for processing, and I called initially back on the [PII] because the name on the mailer was my old last name [PII]. Anyway, when I spoke with the representative, they said, OK, it's showing.
[CUSTOMER][NEUTRAL] [PII] in the general whatever, but the check that was being sent to me was updated with my new last name because I got married to [PII].
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEGATIVE] And so anyways we did a little back and forth on the [PII] and I what's today the [PII] and have yet to see a check in the mail.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] I see it was issued. It was cut on the [PII], so I have to wait at least a month before I can ask them to void and reissue, um, so that would just be in a couple days, um, but what I can also do is I can get a copy of our bank draft form and send that out to you if you fill out that bank draft form and send it back to us, we can just deposit the money into your bank account so you're not waiting on a check.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, what I mean, should I just wait the rest of this week just to, I don't know, I should take that long, yeah, I mean, and just follow up. I don't know, next, are you, and I don't know what, what should I do? Just wait to the end of the week or do you think I should have.
[AGENT][NEUTRAL] And see if it comes.
[AGENT][NEUTRAL] I would wait till the [PII] and if you don't have it by the [PII] I'd call and let us get us started on that process of the voided and reissue um and if you don't have it by the [PII], um, just ask for that bank draft form and we'll send it to you.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I just, I don't know like I it's not that I don't trust the mail system, but I'd rather know like money's just gonna come straight into my account and I don't have to worry about getting a check, not having it get lost in the mail and all the in-betweens, um, and you granted you don't have to do that but um I do think that it might save you some time and some hassle, um.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Would that be something I email back to you or fax back to you?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yeah you could just email it back.
[CUSTOMER][NEUTRAL] Email it back. OK, OK, well I'll wait a few more days, um, and then I'll just call you guys back and say, hey, it still hasn't come and do the next step I guess.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely, and then um.
[AGENT][NEUTRAL] Let me see, you're I mean you're, have you used the online service center with us before to like upload claims or anything like that?
[CUSTOMER][NEUTRAL] No, I don't think I have. I think I've just, um, no, not that I'm aware of. I don't believe I've done that.
[AGENT][POSITIVE] OK, I can like if you're interested it's pretty awesome because you can just like upload all your information but you can actually elect for electronic payments through the online service center without having to send, you know, a fax or an email with your bank information which makes it a little more secured on your side um and I can send you the user guide on how to set it up and how to access all the functions in it if you want.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, sure, sure.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. Well, I'll get that coming to you to your email address and then in the meantime, yeah, just give us a couple more days if you don't have it by the [PII], um, give us a call and have us start the process of that void check and we will get you taken care of, OK?
[CUSTOMER][NEUTRAL] Wait to the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alright perfect thank you so much appreciate that.
[AGENT][POSITIVE] Hey, yes, it's my pleasure thank you so much for giving us a call Ms. [PII], and if there's anything else you need, don't hesitate to reach out, OK?
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] My pleasure. Bye bye.
[CUSTOMER][POSITIVE] Have a good day bye bye.
[AGENT][POSITIVE] Thanks.