AccountId: 011433970860
ContactId: 42de322d-edc9-44a0-95c4-1d9dcadd3599
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 759700 ms
Total Talk Time (AGENT): 271913 ms
Total Talk Time (CUSTOMER): 286991 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/42de322d-edc9-44a0-95c4-1d9dcadd3599_20250114T21:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. If I give you my policy number, can you tell me what the status is of the claim I filed?
[AGENT][POSITIVE] Well, it would be my pleasure to give you a status of the claim, and I do need that policy number if you don't mind, please, sir.
[CUSTOMER][NEUTRAL] It's 00810367.
[AGENT][NEUTRAL] Bear with me just one second.
[AGENT][NEUTRAL] Is this for an accident claim?
[CUSTOMER][POSITIVE] No disability.
[CUSTOMER][NEUTRAL] It should be under company 22.
[AGENT][NEUTRAL] Um, that's where I'm going.
[AGENT][NEUTRAL] And do you mind giving me that policy number one more time? I had to change screens.
[CUSTOMER][NEUTRAL] That's no problem. 00810367.
[AGENT][NEUTRAL] And what is your name, please, sir?
[CUSTOMER][NEUTRAL] Uh, [PII] 10-13 [PII]. [PII]. Yeah, this is like the 4th time I've called over the last 2.5 weeks. And uh the last first few times I called, I had a problem. They said I had a problem with the policy. I corrected it and my uh boss, well, the post office resubmitted.
[AGENT][NEUTRAL] Well, you have done
[CUSTOMER][NEUTRAL] And yesterday when I called they said they just it says it's being evaluated so I'm just checking the day because I know tomorrow is the last day if they're gonna cut the check for disability on the [PII] of each month and I haven't got paid since the [PII] so I could use the money. That's along with the story, huh?
[AGENT][NEUTRAL] Oh, you need that. Absolutely. Well, you know, I've been where you are, so I understand needing that money.
[AGENT][NEUTRAL] Let's see, so it looks like we do have a couple of the open documents.
[AGENT][NEUTRAL] That were submitted on the [PII] and the [PII].
[AGENT][NEUTRAL] Did you send in that completed claim form?
[CUSTOMER][NEGATIVE] Uh, the first time on the [PII], no, they said I didn't sign it and dated, so I had to resign it and date it. And then the last page I worked for the post office and it's so hard to get somebody to fill this paperwork out and then they submitted it on the [PII], so I, it's, yes, just a couple of times this paperwork has been submitted. That's what I'm trying to say here I know the first time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I bet it does.
[CUSTOMER][NEUTRAL] Uh, when you work for the government, it's like pulling teeth to get anybody to fill out disability paperwork.
[AGENT][NEUTRAL] Right, well, it does look like we received documents on the [PII]. They've not been processed and you know the benefits are paid on or around the [PII].
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] So it's not too, yeah.
[CUSTOMER][NEGATIVE] That's the problem. Tomorrow is the [PII].
[AGENT][NEUTRAL] And that's fine. I mean, even if you get something in after the [PII], and she'll, you know, the examiner will review it, so that's not a problem. But it does look like that is in line to be processed, the document that was received on the [PII], not been processed yet.
[CUSTOMER][NEUTRAL] Right, right, but so it's in the processing stage, is that correct? So the odds are I'm gonna get that money soon?
[AGENT][NEUTRAL] I would, we do have.
[CUSTOMER][NEUTRAL] Your opinion, you don't have to, I'm not gonna hold it to you.
[AGENT][NEUTRAL] We do have the documents in line. Well, we do have documents in line to be processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that I do just see that we did receive the documents. Uh, I'm, I apologize, Mr. um Mr. [PII], I am not an examiner, but I do see that we do have the documents on file.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right then, um.
[CUSTOMER][NEGATIVE] All right, this is really frustrating that you know it's not your fault, but this is really frustrating. Um, all right then I guess there's really nothing else you can say or do I guess I'll just once again give a call back again tomorrow to see what's going on.
[AGENT][NEUTRAL] Well, yes, do you have, well, let's see, I don't believe this policy has a portal access, but yes.
[CUSTOMER][NEGATIVE] No, it don't. I'm not, I wouldn't, I tried to do that. I was gonna go do the portal and long one, long story short, you have to put your social security number on there and I've had my identity stolen once and I truly don't want that to happen again. So I'm not sending any social security numbers over the line, no.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] No, sir, you'd be
[AGENT][POSITIVE] Absolutely. I completely understand that you have to be so careful. Um, now, you know, of course, you know, everybody says that everything's protected, but
[AGENT][NEGATIVE] I just don't think that there's 100% protection anywhere if they want it.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] You know, but.
[CUSTOMER][NEUTRAL] Yep, this is true. The only way I found out my identity was stolen, oh, I'm sorry.
[AGENT][POSITIVE] But we do our best.
[AGENT][NEUTRAL] How'd you do that?
[CUSTOMER][NEGATIVE] is because the dealership called my house up and said, I, I'm ready to pick, you could come pick his car, my car up. And I said, I didn't order, I didn't buy, go buy a car. That's how I found out.
[AGENT][NEUTRAL] What?
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Yes, so I, I just, I don't wanna send my social security number through anything.
[AGENT][POSITIVE] That, that's completely understandable. Um.
[AGENT][NEUTRAL] Let's see one more thing, bear with me just one second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I was just checking one other thing.
[CUSTOMER][POSITIVE] Sure, take your time.
[CUSTOMER][NEGATIVE] I'm just sitting at home right now, not getting paid.
[AGENT][NEGATIVE] That that is not a good feeling because the bills, they don't stop, do they?
[CUSTOMER][NEGATIVE] They do not.
[AGENT][POSITIVE] I have been where you are, so I completely understand.
[AGENT][NEUTRAL] All right. But, yeah, I've just, I've tried to check everything.
[AGENT][NEUTRAL] I don't see anything additional.
[AGENT][POSITIVE] Yeah, so hopefully that'll just get that taken care of.
[AGENT][NEUTRAL] For you and you know, if it's.
[AGENT][NEUTRAL] Not tomorrow. It may be the next day, but
[AGENT][NEUTRAL] Just hang on. We're trying to get you taken care of once we have the documents needed.
[CUSTOMER][NEUTRAL] Yeah, well, that's what I wanna make sure is that everything is correct this time. That's another thing. So if it needs to be changed, I, I, it, I did my part. I can only, you know, try to get the people at the post office to do the right thing and do it on time. It's
[CUSTOMER][NEUTRAL] Once they get to work, it doesn't mean they initially they don't have to do it and they.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It did, and they could take as long as they want.
[AGENT][NEUTRAL] Just because they can.
[CUSTOMER][NEGATIVE] Because they can and I can't do nothing about it.
[AGENT][NEUTRAL] Yeah, unfortunately. I was gonna see if I can pull up that document and just take a quick look.
[AGENT][NEUTRAL] And it to make sure it's complete.
[AGENT][NEUTRAL] One of these documents.
[CUSTOMER][NEGATIVE] Yeah, the first time they said I didn't sign and dated, so I sent that back and that the other paper was from the post office and it took them forever to fill it out.
[AGENT][POSITIVE] It it did finally come up. If you want to hold just a second, I can review it real quick for you.
[CUSTOMER][POSITIVE] Sure, sure, thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Just trying to get my computer to catch up.
[CUSTOMER][NEUTRAL] That's fine. Take your time. I just hope it's not the post office because it's, it's really a pain in the butt to get them to do anything.
[AGENT][NEUTRAL] It looks like we've got the physician portion.
[CUSTOMER][NEGATIVE] Yeah, that part was a problem. Uh, I talked to [PII] who called me and, uh, and, uh, told me what I was missing. That's how I know exactly what I was missing, but I called her a couple times and left voicemails, but she never got back to me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now, I can see if she's available if you want to speak with her.
[CUSTOMER][NEGATIVE] Uh, I, I guess, yeah, I, I mean, if she can get back to me, I, I mean, I don't wanna be a pest because I did call her, I hate to say 3 times already.
[CUSTOMER][NEUTRAL] You know, just to make sure that everything's right and I don't wanna aggravate her, you know, I don't wanna get on anybody's nerves, so.
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] No, I appreciate that.
[CUSTOMER][NEUTRAL] But uh I do need to get paid.
[AGENT][NEUTRAL] And I, I can completely understand that.
[AGENT][NEUTRAL] Hang on just a second.
[AGENT][NEUTRAL] So she's available and then she can look at that further.
[AGENT][NEUTRAL] Just hang on just a second, let's see what happens.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I know you would like that peace of mind knowing that we've got what we need.
[CUSTOMER][POSITIVE] And it's all you're doing is going through the processing part, yes, that would be a big relief.
[CUSTOMER][NEGATIVE] That's because that's what I'm thinking about is is my is the post office messed up again and I, I gotta deal with them again. Uh, like, I guess once I said it's like pulling teeth.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said she, she left you a voicemail?
[CUSTOMER][NEGATIVE] Uh, uh, she called, actually the first time, uh, she called me right back that day, but the next couple of times she hasn't gotten back to me. I just assumed that she was really busy and couldn't get back to me, you know, I, once again, I don't wanna keep calling them every day to, you know, to aggravate them.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, got you.
[CUSTOMER][NEGATIVE] Yeah, because that, that'll make me not want to help anybody. This guy's a pain.
[AGENT][NEGATIVE] Oh, no, but that doesn't, no, that's not the way we work now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] No, we wanna get you taken care of. And when you have a need, you just have a need.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see, she is not replying.
[AGENT][NEUTRAL] She may be in a meeting or busy.
[CUSTOMER][NEUTRAL] Yeah, yeah, I, like I said, I, I truly understand you, you know, people are busy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'll tell you what, I'll just let her know that we've have documents.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] In line to be processed and just ask her if she can take a look at those as soon as possible. How about that?
[CUSTOMER][POSITIVE] That that'll definitely work for me.
[AGENT][POSITIVE] All right. Well, it has been a pleasure to assist you, M[PII] [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, you've been very helpful and very pleasure to talk to. Thank you very much.
[AGENT][POSITIVE] It's been my pleasure and thank you for calling APL. I hope you have a wonderful day as well.
[CUSTOMER][POSITIVE] OK, have a good one bye.
[AGENT][POSITIVE] Thank you bye bye.