AccountId: 011433970860
ContactId: 2aa7b1fc-7b88-4a75-a3c5-bca373025e28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421459 ms
Total Talk Time (AGENT): 212962 ms
Total Talk Time (CUSTOMER): 135310 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/2aa7b1fc-7b88-4a75-a3c5-bca373025e28_20250213T17:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi. I'd like to check on the status of my claim, please.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with your claim status. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. The phone number is [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] 1,070,980
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And can you verify your date of birth and the mailing address on file?
[CUSTOMER][NEUTRAL] The date of birth is [PII]. The mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And is the claim for you or your dependent or a spouse?
[CUSTOMER][NEUTRAL] It's for my son.
[AGENT][NEUTRAL] OK, um, which son, their, their name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. May I have the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Of [PII] or [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that we received the claim on [PII], 20245. I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um the claim number is 356-0205.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on [PII], we paid out um to you all as the um insured $25.
[CUSTOMER][NEUTRAL] OK, so it was processed already.
[AGENT][NEUTRAL] Yes, it's been processed.
[CUSTOMER][NEUTRAL] Yeah, I called the other day, so it was processed because I was just, how long does it take for me to receive the check usually a couple of weeks?
[AGENT][NEUTRAL] Well, it's hard to say with the US mail at least a week, um, but it is coming from [PII].
[CUSTOMER][NEUTRAL] OK. Let me write down. What is the claim number again? Let me write it down.
[AGENT][NEUTRAL] Sure. It's 356.
[AGENT][NEUTRAL] 0205.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3, I'm sorry, 356-0205.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, 356-0205. OK, OK, so the check was mailed out on the [PII].
[AGENT][NEUTRAL] Yes, ma'am, it was.
[CUSTOMER][NEGATIVE] OK. All right then. I'll give you some time. How long does it, because I know what you mean. The mail service is not so good. How long does it take for you, for me, like, what is it like a 30 day if I don't receive it, you guys will, will send another check? How does that work?
[AGENT][NEUTRAL] Yes, if you have not received the um check within, let me get the exact date, hold on one second, I think it was [PII]. OK, but if you don't receive it by [PII], um, just give us a call and we'll check on the check and reissue it um if we need to. I would also, if you like, um, on our website, we have a direct deposit form.
[CUSTOMER][NEGATIVE] I hate the US now. I know how you feel.
[AGENT][NEUTRAL] Um, if you, I don't know if you want your, your payments to be direct deposited, um,
[AGENT][POSITIVE] Just in case this one, you know, you do have to get it reissued, you can have it.
[CUSTOMER][NEUTRAL] Oh, you guys have it so you guys do have a direct deposit option.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So how does that work when I send in the claim, I send in the direct deposit information at the same time?
[AGENT][NEUTRAL] Well, no, so that's what I'm saying. I can send you the direct deposit form. It's also available on the online service center there. It'll let you put your routing and account number in for direct deposit.
[CUSTOMER][NEUTRAL] But do I have to do that for each claim?
[AGENT][NEUTRAL] No, once you do it the first time, because there's nothing on file now. So once you do it, it will be sent direct deposit, all your payment.
[AGENT][NEUTRAL] Unless you request a paper check.
[CUSTOMER][NEUTRAL] Oh, but I do have to, I do have to, I do have to open an account, right? I do have to create an account.
[AGENT][NEUTRAL] Right. How, how have you been sending these claims that you're submitting because it
[CUSTOMER][NEUTRAL] By mail.
[AGENT][NEUTRAL] You're mailing it? OK. Well then, yeah, um, I can also, if you like, let me see if there's a
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I can send the
[CUSTOMER][NEGATIVE] I just don't want to recreate another account.
[AGENT][NEUTRAL] Oh, well, it's OK. I can send the claim um not the claim form, I can send the direct deposit form to the email address here on file and then if you want to, you can just email it back to us and we'll go ahead and process it, so your next payment will be direct deposit.
[CUSTOMER][NEUTRAL] Oh, I didn't know I had that option. Oh, I can get the, or I can get the form online, right?
[AGENT][NEUTRAL] Yes, or you can get it online. It's on our website, [PII], and then you'll just go to the top right corner, you'll see where it says claims and forms.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you'll click on that and you're looking for the direct deposit form. It, it should be on the first page.
[CUSTOMER][NEUTRAL] And the[PII] after I fill that out, I can email it to you guys.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I, I'm just trying to bypass creating an account. I, I don't wanna keep track of username and password because I don't file this that often.
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] OK, OK, because I don't think I have an email on file with you guys, right? I don't want one anyway, but is there I don't think I have an email on file with you guys, do I?
[AGENT][NEUTRAL] Yes, there's an email here.
[CUSTOMER][NEUTRAL] There's an email there SS what is it?
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Oh, I didn't know I have an email. I, I, I I kind of didn't want to set it up because, well, you don't do anything with that email anyway, right? You don't send payments through email or anything.
[AGENT][NEUTRAL] No, so this email is only like for in in this case, I will be sending you the claim, the form for you to email us back once it's completed, um, but we don't, I mean, we don't do anything with your email address.
[CUSTOMER][NEUTRAL] OK. No, that's OK. Let me wait a little while, but thank you for letting me know there's that option. I mean, you're right. If the check was cut on the [PII], and there's a weekend, so it, it'll be a while. So let me wait a little bit.
[AGENT][NEUTRAL] OK. Well, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for the information. I really appreciate it.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.