AccountId: 011433970860
ContactId: 458c2297-34da-4064-a48e-45da52919cd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 823659 ms
Total Talk Time (AGENT): 257678 ms
Total Talk Time (CUSTOMER): 337190 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/458c2297-34da-4064-a48e-45da52919cd9_20250421T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and I just wanted to follow up. I had gotten a text saying you had received.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] I guess received the claim. I was just trying to find it again, but um.
[CUSTOMER][NEUTRAL] What had happened, um, you all were waiting, you had mailed the check and you were waiting for it to come back because it was mailed in my mom's name and mailed, um, not to a working address. And so anyway, you're waiting for it to come back. So I just kinda wanted to follow up and see where things were with that if you had received it back and
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], I can actually check on the claim for you. Uh, can you please give me your callback number, ma'am, just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK. Uh, yes.
[CUSTOMER][NEUTRAL] I'll give you the landline [PII].
[AGENT][NEUTRAL] OK, and then what is the policy number?
[CUSTOMER][NEUTRAL] It is 593-301.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] One of them anyway.
[CUSTOMER][NEUTRAL] I don't know if that's the right one actually.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me look real quick. This one is.
[AGENT][NEUTRAL] What's your mother's name? Is she the policy holder?
[CUSTOMER][NEUTRAL] Yes ma'am, yes, um, she, she was, uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me check on something real quick.
[CUSTOMER][NEUTRAL] Yeah, she has passed, um.
[AGENT][POSITIVE] Oh, I'm sorry to hear that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright, let me look at the notes on this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do see that we received some information on [PII] and it's in process. We don't have any information at this time. Um, it takes 7 to 10 business days to process it once we receive the information that we need, but it was received on, uh, today actually.
[AGENT][NEUTRAL] For the claim number that you just gave me.
[CUSTOMER][NEUTRAL] Well, um,
[CUSTOMER][NEGATIVE] Oh, I'm so confused. Well, um,
[CUSTOMER][NEUTRAL] Well, I, I received.
[CUSTOMER][NEUTRAL] OK, on the [PII] was when I just received this random text, it says your claim or additional information has been received. You'll get a text text message when your claim review begins and um log in to view blah blah blah but I can't log in so um but actually let's see.
[CUSTOMER][NEUTRAL] When I talk to you all on the [PII].
[CUSTOMER][NEUTRAL] The claim was paid, you told me at that time the claim was paid and mailed and that's when we discovered um or I asked, you know.
[CUSTOMER][NEUTRAL] Where it was sent and it wasn't a good address so then you all said well we'll just wait to get it back from the post office and then um go from there so that's the only claim I have sent in I mean.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Unless
[CUSTOMER][NEGATIVE] Uh, I don't know. That's so confusing.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Let me just real quick, can you just give me your mother's uh date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then do you know what her address was?
[CUSTOMER][NEUTRAL] Uh, yes, I mean her address for a long time was the [PII]. And when she got um.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] When she got sick or
[CUSTOMER][NEUTRAL] You know, anyway.
[CUSTOMER][NEUTRAL] The last year or so of her life, my brother was the power of attorney and he had the mail sent to his house, which was um [PII], um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I mean, obvious I mean you will have her old address on file I'm sure because she had it for years but then um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Toward the end
[CUSTOMER][NEUTRAL] I don't know if you had the newer address, but.
[AGENT][NEUTRAL] No, ma'am. I do not have the newer address and um let me look, let's see.
[CUSTOMER][NEUTRAL] Yeah, well, yeah, anyway.
[AGENT][NEUTRAL] Let's look, um, I'm gonna read these notes real good to see what's taken place over the last few phone calls so I can give you correct information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be just a second while I look at this real quick.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] I do see.
[AGENT][NEUTRAL] If I'm not mistaken.
[AGENT][NEUTRAL] Look at this.
[AGENT][NEGATIVE] That the check was voided.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that we received
[CUSTOMER][NEUTRAL] That original one.
[AGENT][NEGATIVE] Yes, it was voided and we have received the affidavit.
[AGENT][NEUTRAL] And then on today it went into processing after receiving the affidavit, so it looks like they are reprocessing the payment after they voided the check.
[AGENT][NEUTRAL] And we got the airship affidavit.
[CUSTOMER][NEUTRAL] And so there's this complete.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] I said they're just completely starting over, it sounds like, like having to re.
[AGENT][NEUTRAL] Oh yeah, it has to start.
[AGENT][NEUTRAL] Right, it has to start over, um, once we void payment, it has to go through the process again. So we did void the payment, the airship affidavit was sent in and we received that and now it's in the process of uh redoing the check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And it's not completed yet.
[CUSTOMER][NEUTRAL] OK, OK, alright, well I just, I, you know, like I said, I received that text on the [PII] and I was just kind of wondering.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where things were, um,
[AGENT][NEUTRAL] That text was to confirm that we received the affidavit.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Did you hear me?
[CUSTOMER][NEUTRAL] On the [PII].
[AGENT][NEUTRAL] We received the affidavit on the [PII], so they uh sent the confirmation that we received it on the [PII].
[CUSTOMER][NEUTRAL] OK, all right. Well, well, I mean whatever you say, that's fine. I mean, I, I had seen it quite a bit earlier than that, but anyway, for whatever reason, but um.
[CUSTOMER][NEUTRAL] So I guess I have a question for you now though.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If I can get this fax machine working anyway, I would like to um fax.
[CUSTOMER][NEUTRAL] Some things in, I mean, do you have any recommendations on, I mean, how it works best as far as like.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right, you'll have to send the fax, the fax in our claims department.
[CUSTOMER][NEUTRAL] I mean, like
[AGENT][NEUTRAL] And I can give you that fax number.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I think it, it's on the website. I mean, I've seen it.
[CUSTOMER][NEUTRAL] And it may be on this form that I printed off too.
[CUSTOMER][NEUTRAL] Let's see, but yes, go ahead. I'm sorry, just give me that would be easier.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Yes, it's [PII].
[CUSTOMER][NEUTRAL] OK. [PII]
[AGENT][NEUTRAL] Yes ma'am, that's the fax number for claims.
[AGENT][NEUTRAL] And anything that's not a claim information would need to be faxed to customer service and let me give you that fax number too.
[AGENT][NEUTRAL] That fax number for customer service is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, very good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, that's been very helpful.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I'm I'm glad I was able to help you and get a little clarification anyway.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][POSITIVE] All right. Thank you. OK.
[AGENT][NEUTRAL] Oh OK, is that everything I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] I think, yes, I think so. Um, I mean, I just need to try to gather some things that um I, well, one thing I, I will say, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just to remind you that um
[CUSTOMER][NEUTRAL] I mean we can't cash it if you send it because she didn't go through probate. She didn't have any state to probate or whatever. Um, if you send it in her name, my bank will not cash it or deposit it either one.
[AGENT][NEUTRAL] OK, I think that's what the
[CUSTOMER][NEUTRAL] So you can't send it to.
[AGENT][NEUTRAL] The affidavit was for, wasn't it?
[AGENT][NEUTRAL] For the airship? OK, yes, and we did receive that paperwork.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, well, so you just automatically know then the.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Well that sounds good then, and then the address what address do you have to send it to now?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We have the PO box address.
[CUSTOMER][NEUTRAL] OK, so we'll see that was the, the problem before.
[CUSTOMER][NEUTRAL] Um, we got rid of that address.
[CUSTOMER][NEUTRAL] Um, it the mail comes now like to her physical address which is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me fix that quick.
[AGENT][NEUTRAL] OK, so that's [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK. All right. I've got that updated.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][POSITIVE] Oh OK, well thank you.
[AGENT][POSITIVE] You're very welcome. Is there
[CUSTOMER][POSITIVE] Well, we should be good to go.
[AGENT][POSITIVE] Yes, ma'am. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK, well, you have a blessed day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye-bye ma'am