AccountId: 011433970860
ContactId: 14c0005e-1bdb-4add-bcff-dc9b35adad72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453179 ms
Total Talk Time (AGENT): 157140 ms
Total Talk Time (CUSTOMER): 129685 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/14c0005e-1bdb-4add-bcff-dc9b35adad72_20250224T15:53_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII], and I recently submitted a claim, um, and I'm not seeing where it's being paid or.
[CUSTOMER][NEUTRAL] Um, what's going on with it. Um, apparently it looks like I might have not submitted, um, the proper documents. I think I only did one page. I'm not really sure, but I'm trying to check to see what, what's wrong with it. I mean, it's under my name is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. um Miss [PII], let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, no, not at the moment.
[AGENT][NEUTRAL] Bear with me just a sec. OK, let me do a name search. OK, one moment.
[CUSTOMER][NEGATIVE] I don't have it on hand.
[AGENT][NEUTRAL] And that was uh [PII] in the end, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what is your address, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And you're the main holder, Ms. [PII]?
[CUSTOMER][NEUTRAL] I, I am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you have any other last name that may be under?
[CUSTOMER][NEUTRAL] [PII] is it. No, ma'am.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Probably an old address.
[CUSTOMER][NEGATIVE] The old address is [PII], but it should have been changed.
[AGENT][NEUTRAL] Yeah, I'm trying to locate you, but I don't, I don't see uh [PII] in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, how do you spell it? Go ahead and spell the, the first name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Oh, so [PII], not [PII]. OK, one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Um, may I have your date of birth and the email address on file?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, and let's see.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me check and see what happened to the plane.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] This was for your disability?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, uh, let's see.
[AGENT][NEUTRAL] So you submitted additional information on [PII]. That's the last thing I see here that you submitted on through the online service center.
[AGENT][NEUTRAL] Um, and it goes back in line to be processed. So basically it is 7 to 10 business days for the process to go through. It has not been worked on yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, cause I looked on there and they had denied, well not really denied it, but, um, had.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Zero payment so I was trying to figure out why did they do that.
[AGENT][NEUTRAL] Yeah, the zero payment means it has not been completely processed. When you see that it's processed, you're gonna see a claim number. Right now there's no claim number assigned. The only one that has a claim number was the first one that it was submitted back in [PII]. That's the only one that has a claim number. The other two that you just recently submitted, uh, they don't have a claim number. So once you see a claim number, that means it's been processed, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] All right. You're welcome, Ms. [PII]. Is there anything else I'm gonna help you with today? Do you need the policy number for future?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, if you could email it to me because I don't have anything handy to write with right now.
[CUSTOMER][NEUTRAL] Could you
[AGENT][NEUTRAL] Um, we can email that information. I can send the request for your benefits to be sent to you by mail.
[AGENT][NEUTRAL] I can send you the policy certificate by mail, but we can, there's not a card for me to send it to you.
[CUSTOMER][NEUTRAL] Oh, OK, the benefits by mail? I.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I can send you like a booklet with your benefits by mail, but it's, it's just gonna have your information and uh it's gonna have the policy number, but it's a whole booklet. It's not just one page or a card. There's not a card for this type of product.
[CUSTOMER][NEUTRAL] Oh, well, that's fine. I can just go online and get the policy number.
[AGENT][POSITIVE] You can, yes.
[CUSTOMER][POSITIVE] Uh-huh, OK, alright, thank you.
[AGENT][POSITIVE] All right. You're welcome, Miss [PII], and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Uh-huh. You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye-bye.