AccountId: 011433970860
ContactId: 22d9fe1c-5a7f-414a-ba2a-c7451606c735
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 533140 ms
Total Talk Time (AGENT): 225159 ms
Total Talk Time (CUSTOMER): 289237 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=-2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/22d9fe1c-5a7f-414a-ba2a-c7451606c735_20250122T17:19_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] Uh, yes, excuse me, if I give you my policy number, can you tell me what the status of the claim that I filed?
[AGENT][POSITIVE] Yeah, I can definitely help you with claim status today. What's that policy number, sir?
[CUSTOMER][NEGATIVE] It's uh 00810367 and it's on company 22 um I've been having a lot of problems for the last three weeks with this policy so yesterday.
[CUSTOMER][NEGATIVE] Uh, I went and got all the paperwork from the doctor, work, and myself, and I faxed it myself yesterday afternoon, so I wanted to see if you received it yet or what's going on because I have a confirmation number and everything for this thing because uh this is I'm not a happy person about what's going on with my policy.
[AGENT][POSITIVE] Yeah, I can definitely take a look at that for you and I'm really sorry to hear that there is.
[AGENT][NEUTRAL] I guess a lot.
[AGENT][POSITIVE] I'm really sorry to hear that it's a lot for you right now.
[CUSTOMER][NEUTRAL] Yeah, I, it's
[CUSTOMER][NEGATIVE] Yeah, it's it all the stuff is going on and this is not making it easy and not getting any money is not helping at all and uh when you deal with a big company like the post office or anything like that to get them to fill paperwork out is like pulling teeth and then when they told me they sent it which he showed me he did send it um and you guys keep telling me that you didn't receive it that was the only part you didn't receive so I just got everything together and faxed it myself yesterday.
[AGENT][NEUTRAL] OK, yeah, I'll definitely help you look at that. Would you mind verifying for me, please, your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII] [PII].
[AGENT][POSITIVE] Thank you, [PII]. I really appreciate that. And I just have to verify a few other pieces. I'm sure you've done this, um, but if you could verify for me your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, I appreciate that and then just two other pieces of information, that phone number on file and that email on file.
[CUSTOMER][NEUTRAL] OK, it's [PII]. The email address is [PII].
[AGENT][POSITIVE] Perfect thank you so much I appreciate that and.
[AGENT][NEUTRAL] I taking a look at what we got here.
[CUSTOMER][NEGATIVE] And I triple checked everything. I triple checked his paperwork, the doctor's paperwork, and my paperwork to make sure everything was signed and dated and all the blocks were filled out. So this, I am not a happy person and it's not your fault. If I'm getting out with you, I apologize.
[AGENT][POSITIVE] No, you're OK. I um appreciate the information and I do see that we received, it looks like.
[AGENT][NEUTRAL] Two separate items yesterday I cannot open them up yet. I can't like see them yet, but I do see we received them, so they are in Q2 be processed, but we definitely got, we got paperwork to us yesterday for sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, because I sent it all at one time at staple. It cost me $19.35 to send 9 pages. So, uh, like I said, I have it, and I, a confirmation number, the time I got it's, it says successful on there, um, so, uh.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I don't know what else to do if there's if there's any more problems. I, and like I said, I rechecked the paperwork 3 times and had my wife look it over to make sure that all the blocks were filled correctly, you know, that were filled that need to be filled. So I, I hope I, I haven't got paid since the [PII], so this is killing me. I'm not, like I said, I'm not a happy person. This is really killing me.
[AGENT][NEUTRAL] OK yeah I definitely understand that um I absolutely like I see that we received documents I would hold on to your confirmation page um but I do see we received it. I can't open it up because it hasn't been reviewed yet by an examiner, but I I mean I see it here and that we have something and so hopefully um it's not too much longer in the process it's in the system it just has to be reviewed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, yeah, like I said, I send it all at once, all 9 pages. I even had the receipt for the $19.35 that it cost me to send it.
[AGENT][NEUTRAL] Yes, that is so crazy to think it's like cost so much money to send a fax, you know.
[CUSTOMER][NEGATIVE] Well, well, I'm surprised that you guys, not you guys, you know, your company is still doing fax because everybody's going to email and and I just assumed that eventually the fax machines become is gonna become obsolete and nobody's gonna be using a fax machine and that's just my opinion because uh everything we do at work at the post office, everything is emailed and scanned and then emailed again.
[CUSTOMER][NEGATIVE] And that's what the manager kept telling me, um, I can email this, and I said no, they don't want to email the fax, and he faxed it 3 times, so I, I don't know why they didn't receive it, but to cut it all short, I did it myself yesterday.
[AGENT][NEUTRAL] And then [PII], I'm sure somebody's told you about this, but I just wanna make sure it's brought up in case you haven't heard you know we have an online portal where you can like upload documents.
[CUSTOMER][NEGATIVE] Yeah, but you have to send your social security number, and the problem with that is, is I, I've had my identity stolen once and uh it is no fun when your identity stolen.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] No, I can't imagine that at the time.
[CUSTOMER][NEGATIVE] It it really isn't.
[CUSTOMER][NEGATIVE] So I don't wanna say uh you you said don't send policy if I could send my policy number to the portal, I'd have no problem, but they want me to send my social security number. I am not sending my social security number to the portal.
[AGENT][NEUTRAL] OK, that makes sense. I understand that. I just wanted to make sure you knew it was an option.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] And then yeah I agree like I really wish that we could receive things over email. I think it would be a lot more convenient for everybody um but I'm not.
[AGENT][NEUTRAL] That's so far above me.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Yeah, no, no, no. I, I just, I just don't understand because.
[AGENT][POSITIVE] But I agree, I understand.
[CUSTOMER][NEUTRAL] I've had the, the, the manager to where I work at, at the doctor, everybody's like, I could just email and I'm like, they don't want it emailed so.
[CUSTOMER][NEUTRAL] We'll just see what happens.
[AGENT][POSITIVE] Well, I appreciate you calling and checking in. I do see your information here, um, and I really hope that this is all the last we need and we're able to get everything pushed out for you and taken care of. Um, you should hopefully, I mean it shouldn't be too much longer at this point. Today is Wednesday I would imagine by.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, Monday or Tuesday maybe next week we might have more information if you want to give us a call back.
[CUSTOMER][NEGATIVE] Um, I'm gonna be a pain in the butt. I'm gonna call every day. I'm sorry. I hope maybe I get you every day. I, I'm gonna call every day.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] That's OK. You can call every day. We like, I mean, if people didn't call, I would have a job.
[CUSTOMER][NEGATIVE] When, when, yeah, the, the bills keep coming in. Yeah, the bills keep coming in and I'm looking at them I'm like, oh, I can't pay this. Oh, this one's gonna be late. This one's gonna be late. No, I'm, uh, like I said, not your fault. I'm seriously frustrated with this company. I really, really am. I don't understand.
[CUSTOMER][POSITIVE] But thank you, thank you for listening and uh please if I got loud with you, I apologize.
[AGENT][POSITIVE] [PII], you've been nothing but sweet and I really appreciate your time. I understand you're frustrated. I will totally your feelings are valid, so I'm here to help you the best I can and I'm really glad we have your documents in and I really hope that we're able to get everything taken care of for you.
[CUSTOMER][NEUTRAL] I do have one more question for you. Even though I've been dealing with this since the [PII], now that I got everything together and send it in yesterday, you know, myself, besides for the doctor and work, um, well, I still have to wait to the [PII] to get that check or deposit in my checking account because I, the last person told me, uh, the only deposit on the [PII] of each month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So my understanding is yes that's true for that current month but if you sent us information for January and December because those were previous months they'll pay them when they process them but if you send us information for February on, you know, [PII] you sent us the February information then it holds until the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right then. Thank you very much and you have a great day.
[AGENT][POSITIVE] Oh, it's my pleasure. Thank you, [PII], and you take care. Have a great day and stay warm. I know it's cold like everywhere right now. Stay warm out there.
[CUSTOMER][NEUTRAL] Yeah, no, I'm, I'm not even going, I'm not allowed to go outside. I'm not allowed to drive, not allowed to walk around because I had surgery on my foot and so I'm just sitting in the house just looking out the window, so thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Yeah, that's the best way to enjoy this winter weather, so you enjoy.
[AGENT][POSITIVE] Thank you you too bye bye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Bye.