AccountId: 011433970860
ContactId: 378679be-860f-4c7a-a213-33a680a42f8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351260 ms
Total Talk Time (AGENT): 130705 ms
Total Talk Time (CUSTOMER): 99711 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/378679be-860f-4c7a-a213-33a680a42f8b_20250211T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm calling because I received the letter, um.
[CUSTOMER][NEGATIVE] Well, let me just back up. I saw, I submitted a claim, a wellness form claim back in November or whatnot. I never received the check. I called you guys last week and they stated that, well, they sent the check out. I never got the check. And, and when they looked to see the check has never been cashed cause I never.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] Got it. So I just resubmitted it. I, I resubmitted it again and then I got a paper saying that no, this, this is, it's too far gone and you can't do it, get a pay. Like I can't get that check. They was just supposed to resubmit the check, but I put it in back in as a claim again and they're saying, well, no, too much time has passed and you can't get.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, we have a, mhm. All right, Miss, may I have your name please and a callback number just in in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Your, you know, payment.
[CUSTOMER][NEUTRAL] Yes, uh my name is [PII]
[AGENT][NEUTRAL] Alright, and what would be a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, Ms. [PII], um,
[AGENT][NEUTRAL] Got that we have a claim issue with your check that you haven't received. Um, what I can do is go ahead and take your information and policy number and I will go ahead and transfer you to the claims department. Does that sound good?
[CUSTOMER][NEUTRAL] That's fine, yes.
[AGENT][NEUTRAL] All right. And do you happen to have your policy number on hand?
[CUSTOMER][NEUTRAL] I don't have it. I'm driving. I don't. I can give you my social.
[AGENT][POSITIVE] All right, we can do that.
[AGENT][POSITIVE] And I'm ready whenever you're ready.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and just.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And is this for a cancer policy?
[CUSTOMER][NEUTRAL] Yes, it's my cancel policy.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, Ms. ***, and just for verification steps before I transfer you to the claims department, um, what is your date of birth and address, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My address is [PII].
[AGENT][POSITIVE] All right, thank you very much and I will go ahead and connect you with the claims department and explain a little bit of the issue so you don't have to repeat yourself, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have Ms. [PII], um, with policy number.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] 252.
[AGENT][NEUTRAL] 7347.
[AGENT][NEUTRAL] You got it?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. um, so she's calling in regards that, uh, she filed her claim and then she never received the check, um, and the, the, apparently we told her that the check was never cashed out and she filed a claim back again so we could send uh the check again.
[AGENT][NEUTRAL] But this time, she was notified that it was too late for her to um submit the claim. So we have a little bit of a, a claim issue here. Is that something that you can take care of?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. And her callback number is the one that appears in the system, the one that ends in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. She was already verified as well.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome you have a nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.