AccountId: 011433970860
ContactId: 2877e748-58f4-4ada-bec3-39a0b30db77e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 559440 ms
Total Talk Time (AGENT): 230149 ms
Total Talk Time (CUSTOMER): 286893 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/2877e748-58f4-4ada-bec3-39a0b30db77e_20241231T15:12_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, if I give you my policy number, can I have a couple of questions for you.
[AGENT][NEUTRAL] OK, can I get your name please?
[CUSTOMER][NEUTRAL] Is [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. Can I get that policy number?
[CUSTOMER][NEUTRAL] It's 00810367.
[AGENT][POSITIVE] OK, thank you and [PII], let's see here.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] That is not for that up.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] [PII], can I get your social and then we'll go from there. Let's see if I can get it to pull up that way.
[CUSTOMER][NEUTRAL] Oh, I, I really don't want to give my social over the phone if possible any other way but that, uh, only because I, long story short, I had my identity stolen once and I really don't want to say my whole social security number over the phone.
[CUSTOMER][NEGATIVE] It's such a pain. You gotta go to the police station, you gotta call your credit card companies. It's such a pain in the butt.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, how do you spell your last name?
[CUSTOMER][NEGATIVE] [PII] They had a, I called like a month ago and uh they had a hard time finding it too because I don't file many claims.
[AGENT][NEUTRAL] Um, what is your mailing address, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Because the last time I filed a claim was in uh [PII]. I had the policy, that's the policy number they I have. Uh, they gave me a reference number, a claim number. I have all that information.
[AGENT][NEUTRAL] OK, I think it's in a different screen. This might be why, so give me just a second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I mean I can give you all that old information. That's how they found me before through my last claim which was over 3 years ago.
[AGENT][NEUTRAL] OK, so [PII], what is your date of birth and email address? I think I might have found you.
[CUSTOMER][NEUTRAL] OK. It's uh my date of birth is [PII]. My email address is [PII].
[AGENT][NEUTRAL] OK, I found you. You were just in a different system here, but I got everything pulled up.
[CUSTOMER][NEUTRAL] Is it, do I have a different policy number on there so I can write that down?
[AGENT][NEUTRAL] No, that is the correct policy number. It's just in one of our, um, since you've had the policy since, uh, looks like [PII], so it's just in a different.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yeah, long, long time.
[AGENT][NEUTRAL] Yeah, it's just in one of the older systems so whenever you give us that policy number, it doesn't um initiate us to go look in that older system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So when I put in your name that's when it told me that it's not in that system it's in the older system.
[CUSTOMER][NEUTRAL] OK, at least, at least I'm around.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You are, you are around.
[AGENT][NEUTRAL] Um, so you said you had questions?
[CUSTOMER][NEGATIVE] Yes, um, I just, my doctor is sending over the paperwork for a claim. Uh, I've been out of work since [PII] of this year, [PII]. Um, I had to go in the hospital. I admitted to the emergency room and then in the hospital for 5 days. Um, they took a toe off. Um, it, it wasn't pretty. Uh, I just wanna make sure that you guys receive that paperwork because I, I was gonna.
[AGENT][POSITIVE] Oh good
[CUSTOMER][NEUTRAL] I was gonna be out next year to help avoid the problem I had, which it didn't work. It, the infection went into the bone. And uh so I, I, she filled out the paperwork. She said she was gonna fill it out. She sent it out this morning. I want to make sure that you got it, and I also forgot to give her the direct deposit my the first page, direct deposit, but um she uh said she sent all the paperwork through. I just wanna make sure you got it because uh I could use the money.
[AGENT][NEUTRAL] OK, it doesn't look like we've received it just yet. Um, did she fax it in? I'm assuming she did.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, she faxed it in. Yes, yep.
[AGENT][NEUTRAL] OK, so she just sent it out this morning, um, we haven't received it yet, hopefully by the end of the day, um, and then we will be closed tomorrow if we don't have it in the system uploaded today we should have it, you know, by Thursday, of course.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] But um we just haven't received it yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, now on that claim form, did you fill out your portion of the claim form as well?
[CUSTOMER][NEUTRAL] Yes, yup.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Now, so like I said, we just haven't received it yet. Hopefully by the end of business day today it will be uploaded into the system since she's faxing it in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I would say
[CUSTOMER][NEUTRAL] Is there another way to send it?
[AGENT][NEUTRAL] You can always mail it in or.
[AGENT][POSITIVE] Yeah, you can always mail it in, but faxing is honestly the fastest way to do it.
[CUSTOMER][NEUTRAL] Yeah, that's what I figured because I could use the money like I said, I've been out of work since the [PII], so, uh, I could use the money now.
[AGENT][POSITIVE] Oh definitely, I definitely understand that um it does look like direct deposit is set up on your account.
[CUSTOMER][POSITIVE] Oh fantastic. Do you want me to read the numbers off what do you want the routing number or the account number or both or whatever you need?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, what is the bank routing number?
[CUSTOMER][NEUTRAL] The bank routing number is [PII].
[AGENT][NEUTRAL] OK, and do you have, you wanna confirm your account number?
[CUSTOMER][NEUTRAL] Yeah, sure, I've had this account for like 30 years, uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's the one we have on file.
[CUSTOMER][POSITIVE] Oh fantastic. So I don't have to worry about this cover page and that's all it says is for, uh, for direct deposit. She got all the other paperwork that she says she, uh, faxed in for me.
[AGENT][NEUTRAL] OK, yeah, um, I would, like I said, I would just give it to the end of the business day and if she's faxing them we should have it by then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEGATIVE] Is it all right if I call back later today? I mean, I hate to be a pest, but like I said, I've been at work since the [PII] and uh I could really, really use the dollars. You probably hear it all the time. You probably, probably so tired of hearing it.
[AGENT][NEUTRAL] Oh, no, you're fine.
[AGENT][NEUTRAL] You can call back as much as you want to. There's not, there's not an amount limit on how much you can call back, so you can call back as much as you want to.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Well, the problem is I don't wanna bug you guys because it is [PII] or you guys getting out early. I don't wanna call you if you guys are leaving early.
[AGENT][NEUTRAL] Oh no, we're not leaving early um, someone will be on the phone until [PII] Central Standard Time, so you can call back as much as you want to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much, uh, and you have a great [PII] and um and just let me make sure I got the right fax number that I gave the office um where is it at? Oh, the fax number is [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And what does it go to a certain fax and somebody just picks it up and says, Oh, I found some paperwork, or no, how does how does that work?
[AGENT][NEUTRAL] Yeah, it goes to our indexing department, um, and then it will automatically be uploaded into your um into your account.
[CUSTOMER][NEUTRAL] OK, alright then, and since I've been out since.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And they're the ones that handle all the claims.
[CUSTOMER][NEUTRAL] OK, and next question is, since I've been out since the [PII], I know you have to have a 7 day wait. Um, will I, will it be will when they get everything done, will I just automatically do it since it's been over 7 days, or how does that work?
[AGENT][NEUTRAL] Um, if you have a 7 day exclusion on your policy, of course, that you've been out since the [PII], the payments will start after those 7 days, and then typically the payments, you know, they go out on the [PII], but since yours has.
[AGENT][NEUTRAL] Since then been since the [PII], um, I'm not sure if they'll go ahead and process it or if it will go out on [PII]. I'm not sure exactly how the disability is gonna handle that. I don't know if they'll go ahead and do it or if they'll wait until [PII] and then they'll just backdate it for the month since, um, December and into January.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh really? Mhm mhm.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Right, so there's a good chance that I probably won't get receive anything for another two weeks. OK, that's pretty much what it could happen. OK. All right then, yeah. All right. Yeah, yeah, uh, otherwise, thank you very much and you have a great [PII]'s. Thank you.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes sir.
[AGENT][POSITIVE] Yes, sir. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, no, no, you answered my questions and you found me. I'm good.
[AGENT][NEUTRAL] OK, well, um, if, if anybody, I'll just tell you this, if anybody else is having issues finding you or locating you in the system, um, you're under the company 22 policy so if they're, if they are having any other, you know, issues, then that's, that's the system that you're in, so they should be able to locate you with no issues.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, company 22, OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] All right then thank you very much.
[AGENT][POSITIVE] Yes sir, well thank you for calling APR and I hope you have a great New Year's as well.
[CUSTOMER][POSITIVE] You too. Have a good one thank you bye.
[AGENT][NEUTRAL] You too bye bye.