AccountId: 011433970860
ContactId: 3972470d-2e50-4542-a341-70c7ea7d0b57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298260 ms
Total Talk Time (AGENT): 129685 ms
Total Talk Time (CUSTOMER): 134161 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/3972470d-2e50-4542-a341-70c7ea7d0b57_20250116T15:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. I just need to check on the status of a, uh, check that came for a claim or the one that I didn't get.
[AGENT][NEUTRAL] OK, can I get your name please?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Can I get your policy number?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] It is 215-2600.
[AGENT][NEUTRAL] 2600.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, give me just a second, I'm sorry.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Uh, bear with me for just a minute. My headset seemed to get tangled up for a minute.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] OK, there we go I got it untangled. I do apologize.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] OK, can you confirm your date of birth, your address, and your email address for me?
[CUSTOMER][NEUTRAL] Yeah, [PII], um, address is [PII] and oh email route.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said you're calling about a check, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, so, yeah, so if you, uh, let's see, it looks like.
[CUSTOMER][NEUTRAL] I got a check for
[CUSTOMER][NEUTRAL] The claim number 3542078.
[CUSTOMER][NEUTRAL] The one, the 35.
[AGENT][NEUTRAL] OK, let me ask you this, is it for yourself or a different dependent on your policy?
[CUSTOMER][NEUTRAL] It's a different dependent.
[AGENT][NEUTRAL] OK, which one?
[CUSTOMER][NEUTRAL] It's for [PII]
[AGENT][POSITIVE] OK, that way I'll have everything pulled up correctly, OK.
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] OK, now we're here.
[CUSTOMER][NEUTRAL] Sorry, I'm just looking at it here, so, OK, so.
[AGENT][NEUTRAL] Oh no, you're fine.
[CUSTOMER][NEUTRAL] The 3542078 I got, so we're fine there.
[CUSTOMER][POSITIVE] The other one for 700, the 3541629 I have not received, so I called back or I called and talked to one of the other ladies in the office. She's super awesome. You guys are always so helpful, um, she said wait till the [PII], uh, if I haven't gotten it then call back, um, which I have not gotten it, so that's what we're trying, I'm trying to figure out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it looks like it was mailed on the [PII], but it is not received by the [PII] to call us and we would reissue the check. Address is correct, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, no, I've gotten, you know, I, I don't file a ton of claims, but they always come pretty quick, so, you know, it's, it happens.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see, OK, so what we'll do is I'm going to have to put in to get this check, um, voided.
[AGENT][NEUTRAL] And then um once we get it voided and everything it will be sent over to the examiner to have them reprocess and reissue the check for you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, I will go ahead and get that taken care of.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] And we will get, uh, we will get this in motion for you.
[CUSTOMER][POSITIVE] I appreciate that.
[AGENT][NEUTRAL] Yes sir, um, let me ask you this, um, this is just for future reference. Do you know that you can set up direct deposit on these correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I do, and I will for sure, um, like I said, I just haven't, to be honest. I mean I didn't, I didn't even file claims for like a year or so, yeah, we're.
[AGENT][NEUTRAL] OK, OK, I just wanna.
[CUSTOMER][NEUTRAL] Is that on the website I'll I can set that up?
[AGENT][NEUTRAL] It is yes sir it is everything's on the website that you can do and you also um can do like a direct deposit form from your bank you know how they'll give you a direct deposit form with your banking account information on there um you can also submit that to you like you would a claim just send that in with your account number on it and we can attach it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, I might because, yeah.
[CUSTOMER][NEUTRAL] OK, because I have to do there's a, I have the sports.
[CUSTOMER][NEUTRAL] Uh, organized sports writer that I'm waiting on something to submit.
[CUSTOMER][NEUTRAL] To get that claim paid, so, um, OK, yeah, I'll do that, but alright, yeah, so.
[CUSTOMER][POSITIVE] Um, OK, yeah, thank you very much for your help today. I so appreciate it.
[AGENT][NEUTRAL] You're welcome, but um, I'll definitely get this put in for you and then once that check gets voided the um like I said, the examiner will get a message and they'll get this reissued and everything will be reprocessed from there.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can take a look at for you?
[CUSTOMER][POSITIVE] No, have a good day.
[AGENT][NEUTRAL] OK, well thanks for calling APL and you do the same bye bye.
[CUSTOMER][NEUTRAL] Bye bye