AccountId: 011433970860
ContactId: 4b5341a4-2403-4af4-9a35-bf5908b22a90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1475300 ms
Total Talk Time (AGENT): 508718 ms
Total Talk Time (CUSTOMER): 604103 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/4b5341a4-2403-4af4-9a35-bf5908b22a90_20250129T14:42_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Um, I'm still waiting for checks that have been.
[CUSTOMER][NEUTRAL] Be sent to me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I was told to call back if I haven't received them and I haven't received them.
[CUSTOMER][NEUTRAL] I used to have APO with American Airlines.
[AGENT][POSITIVE] All right. I will be happy to check that for you, sir. Do you have your policy number available?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I can look it up by your social. Would that be OK with you?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And that number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your name, please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you mind verifying your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your current mailing address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we have a different address on file for you. Was this on your disability policy or?
[CUSTOMER][NEUTRAL] Yes, I called and had this conversation with someone already and they said, you know, I gave him the new address and everything. It was [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I guess that's why the checks aren't being sent.
[AGENT][POSITIVE] That very well could be. um, I'm gonna get that taken care of right now for you though.
[CUSTOMER][NEUTRAL] I appreciate that ma'am, but I have the same exact conversation.
[CUSTOMER][NEGATIVE] 2 weeks ago with someone the exact same thing. She promised to take care of it, and here I am 2 weeks later. It's been months and months have gone by since these checks have not been sent to me.
[AGENT][POSITIVE] I do apologize for that.
[CUSTOMER][NEGATIVE] And I understand they went through changes and you know, it could have fallen through the loopholes, but what do I, why can't I just get this electronically deposited into my bank account?
[AGENT][NEUTRAL] Well, there is that option um.
[AGENT][POSITIVE] I'll tell you what I'm gonna do first of all, let's get that address updated for you.
[AGENT][NEUTRAL] Let me do that and then we're gonna check on something else for you, OK?
[AGENT][NEUTRAL] And you, and you said that, can you give me that address again while I update that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And you said [PII] for the zip?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on, [PII].
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] All right thank you I appreciate that.
[AGENT][NEUTRAL] So just to verify that I'm updating your address to [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your phone number is [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And email.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, just verifying all that for you.
[AGENT][NEUTRAL] OK, so let me just check one other thing for you, Mr. [PII].
[CUSTOMER][NEUTRAL] What I'd like to see happen.
[CUSTOMER][NEUTRAL] Is the checks to be overnighted to me.
[CUSTOMER][POSITIVE] That I think that's the best scenario.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I tell you what, let me um transfer you to that disability department so that they can see if they can get that check reissued and overnighted to you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure. One moment, please.
[CUSTOMER][NEUTRAL] Did you see the two checks that I'm looking for?
[AGENT][NEUTRAL] I see one check, um, that was reissued for $800.
[CUSTOMER][NEUTRAL] There should be 2.
[CUSTOMER][NEUTRAL] I have a letter here.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So one check was issued on [PII] and they voided that check and reissued it.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEGATIVE] Yeah, I have not received anything at all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's get you to
[CUSTOMER][NEUTRAL] I have a letter from ATL right here in my hand for 2 checks.
[AGENT][POSITIVE] And I know that is so frustrating and I'm so sorry because.
[CUSTOMER][NEGATIVE] I I I signed them on [PII]. I signed both pieces of paper. I, I emailed them back to you, and I still have yet to receive the two checks for $800,800 each. That's a lot of money to be holding on to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That is a lot and especially when you're out from work and you're needing that information.
[CUSTOMER][NEUTRAL] And this is from last year.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] And I do. I'm so sorry you're going through that. First of all, you're out of work and not feeling well, and then
[CUSTOMER][NEUTRAL] I, ma'am, I really, I really appreciate the, the, the, the, the apologies, but I mean, at what point?
[AGENT][NEGATIVE] You need to get it resolved.
[CUSTOMER][NEUTRAL] Do I get my money? I mean, it's been months. It's almost, it's going almost on a year.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, let me get you to our uh the department and see what we can do for you, and I do see the second check for $800 so.
[AGENT][NEUTRAL] If you don't mind holding just one moment please sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking to. How may I help you?
[AGENT][NEUTRAL] Well, good morning, [PII]. It's [PII]. How are you? Good. I'm doing good, thank you for asking. I have an uh frustrated insured on the line. He was with American Airlines. He has two disability policies. One policy number is 233.
[CUSTOMER][POSITIVE] Good morning, [PII]. I'm good and you?
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 359-6 [PII]. His other policy number is 241.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 9804.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] He has not received those two checks, you know, there's one check on each policy for $800. Looks like they were voided. I have updated his address, we did not have the correct address.
[CUSTOMER][NEUTRAL] Tell me one thing. Tell me one thing, what is his name? Make sure I'm looking at the right thing.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, alright, just wanna make sure, OK.
[CUSTOMER][NEUTRAL] And go ahead, you.
[AGENT][NEUTRAL] So I see
[AGENT][NEUTRAL] I see where we have voided the checks and reissued them and he stated when he called back in, he gave them the correct address we didn't update the system.
[AGENT][NEUTRAL] And he's, he's really needing this money, which of course is understandable, and he is wondering if there's any way that those checks could possibly be overnighted to him, voided and overnighted.
[CUSTOMER][NEUTRAL] OK, so, uh, did you do a hub request to request void because he's already verified that it didn't go to the correct address this address we have, uh huh.
[AGENT][NEUTRAL] Well, this is
[AGENT][NEGATIVE] Yeah, I have not. This is one that has, um, we've already voided the first checks. I don't know why he didn't get those back in [PII].
[CUSTOMER][NEUTRAL] So the address that we have on here now, the [PII], is that the correct address?
[AGENT][NEUTRAL] That is the correct address. I've updated his address.
[CUSTOMER][NEUTRAL] OK, alright, and I see that they reissued that check on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. All right, let's see here. I still think that that's still, it needs to be a hub request to avoid it again because we wouldn't make him wait 30 days because it looks like.
[CUSTOMER][NEUTRAL] It had to be voided previously so it just needs to be a hub request to go to Miss uh uh [PII] so that they can void it and send it to whoever needs to reprocess it. That's the way I see it.
[AGENT][NEUTRAL] Yeah, but he's wondering how can we get it overnighted? That's what he's, that's what he is requesting if we can overnight the check.
[AGENT][NEUTRAL] Checks because he's been waiting since June for those checks.
[CUSTOMER][NEUTRAL] OK, but what I'm saying is if you do a hub request, the hub request is gonna be assigned to the voided and it's going to be assigned to disability, probably busy to reprocess this claim and if you put a note on there, he wants to know if it it can be overnighted they will address that then. I don't.
[CUSTOMER][NEUTRAL] It's like it's coming that you you're sending the call to me just to answer a question as to can we overnight it? That's a question that I have to send to somebody else, but it still has to be voided a a request has to be sent for void. So you can go ahead and send the hub request to void it and then I'll just ask [PII], uh, you know, I'll let her know that I advise you to put on there that he wants this overnight.
[CUSTOMER][NEUTRAL] Because that's all I can do.
[AGENT][NEUTRAL] OK, and I'll just put a note on there for them to call him.
[CUSTOMER][NEUTRAL] Yeah, just it needs to be a hub request because it still has to be voided. I mean.
[CUSTOMER][NEUTRAL] And, and, and that's, that's all we can do. So I'm gonna, I'm sending a note, note to uh [PII] now to let her know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that, that's what I told you on this policy, OK? Alright, OK, thanks, uh huh, bye bye.
[AGENT][POSITIVE] OK. Wonderful. Thank you. Bye-bye.
[AGENT][NEUTRAL] Mr. [PII], this is [PII] again thank you for your patience. I spoke with that department and what we're going to do is I'm going to send this to our finance department to cancel this check. So if you do happen to get it, you won't be able to deposit it and then I'm gonna put a note on there for our adjudicator to, uh, send that overnight and to give you a call back and is that number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] Is that num is that number that you gave me that we verified, is that a good number for a call back?
[CUSTOMER][NEUTRAL] Yes, but you're saying check.
[AGENT][NEUTRAL] It checks. It's, yes, there's 2 checks. There's 2 checks. It's on.
[CUSTOMER][NEUTRAL] It's plural 2 checks.
[CUSTOMER][NEUTRAL] Could you give me the check number of both checks just so we can verify?
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] I certainly can, yeah, so.
[AGENT][NEUTRAL] On policy, and I'm gonna give you the policy numbers as well, on policy number 2333596.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That $800 check on this policy is 202.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] 2734.
[AGENT][NEUTRAL] For $800.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then on policy number 241.
[AGENT][NEUTRAL] 9804.
[AGENT][NEUTRAL] That check number is 202-2735.
[CUSTOMER][NEUTRAL] So I mean, I wanna take care of this today. I don't need a phone call back. I wanna speak to somebody. I want to get the checks that, you know, the $1600 sent to me today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know, I don't know how else, how to phrase this because, you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] This was last year. I'm, I'm better now. I'm going through all this paperwork.
[CUSTOMER][NEGATIVE] It just seems like I'm not getting anywhere.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I wanna handle it. I mean, I'm, I've been on the phone with you for 15 minutes. I wanna handle this today. I don't want a phone call back. I wanna speak to someone. I wanna get it resolved and then at the end of the phone call, the checks are in the mail, you'll get them tomorrow.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I don't see how if that's not too far-fetched, you know, it's 2025 we can over overnight checks.
[CUSTOMER][NEGATIVE] And you have all the information right there. You just, you just told it to me, so the money's just sitting there, it's my money.
[AGENT][NEUTRAL] OK, if you'll bear with me just one moment, OK?
[CUSTOMER][POSITIVE] Thank, thank you.
[AGENT][POSITIVE] My pleasure. Not a problem at all. I, I can understand your frustration.
[AGENT][NEUTRAL] Give me just one second, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm giving them the information.
[AGENT][NEUTRAL] Give me just a second, let me see who's available.
[AGENT][NEUTRAL] I kind of give them the background so we don't have to, you don't have to go over that again with them.
[CUSTOMER][NEUTRAL] And, and I just noticed in the letter it says please contact uh [PII].
[CUSTOMER][NEUTRAL] Does that person need to get involved? Her name's on both the letters.
[AGENT][NEUTRAL] Well, what I'm doing is I'm getting the supervisor because they were.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Give me, give me just, we're, we're gonna work this and see if we can get this resolved for you, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] And she is on a call, but she said if you'll wait just a quick minute, she's gonna get off that call as quick as she can and she will be happy to assist you, OK?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] I'm also letting her know that you did receive those letters from [PII].
[AGENT][NEUTRAL] Would you be OK if I put you on a brief hold, Mr. [PII]?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] OK, [PII]?
[AGENT][NEUTRAL] OK. Yeah, I'm here.
[CUSTOMER][NEUTRAL] OK, so, so we've already voided him and he gave updated address in the last call but it was not updated. What's
[AGENT][NEUTRAL] Mhm. He has 2 policies. There's 2 disability policies. He was with American Airlines.
[CUSTOMER][NEUTRAL] I
[AGENT][NEGATIVE] And he was kind of frustrated when his address wasn't correct because he said he gave that and, you know, when he called back.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And so I did call the disability to uh queue to see if we can get that overnighted and then of course that person told me that uh they shouldn't, I shouldn't have called because.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It just needs to be in a hub request and I'm saying, but we've we've already anyway I said OK fine goodbye um.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um, well, so, so has the claim been reprocessed?
[AGENT][NEUTRAL] The claim was reprocessed on [PII] on both policies, due to a hub request that was submitted.
[AGENT][NEUTRAL] To void the check, the check was from 6-18-24. So here's what I'm getting. He received two letters from [PII].
[AGENT][NEUTRAL] So these are unclaimed property checks.
[AGENT][NEUTRAL] But he called in and a hub request was sent to void the check for Miss [PII] and reissued, and [PII] reissued it on the [PII]. This is from back in June.
[CUSTOMER][NEUTRAL] OK, and so those two checks, the ones that we reprocessed on [PII], those were mailed to the incorrect address.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, have we corrected the address?
[AGENT][NEUTRAL] The address in the system is correct now. I've updated it.
[CUSTOMER][NEUTRAL] OK, so what we need to do is wait, OK, I'm going, OK, this is what I'm gonna tell him. I'm gonna apologize to him, to him, and I'm going to tell him that we will have the checks um voided that we sent to the incorrect address and we will have these checks overnighted um so if you will send a hub request to claim as urgent.
[AGENT][NEUTRAL] Will I have to do it to [PII] first?
[CUSTOMER][NEUTRAL] And well, well, to [PII], I'm sorry, send it to I'm dealing with two different.
[AGENT][POSITIVE] I understand. I got you. We work, we work it together.
[CUSTOMER][NEUTRAL] Supervisor chance OK.
[CUSTOMER][NEUTRAL] So, so yes, send a an urgent hub request to [PII] to have those checks voided when she sends it back.
[AGENT][NEUTRAL] And that's what I told him.
[CUSTOMER][NEUTRAL] OK, when he, when she sends it back, then forward it to claims as urgent and tell them that the claims checks that were sent, you know, in your, your hub notes to claims, tell them that the checks that were sent on [PII] were mailed to an incorrect address.
[AGENT][NEUTRAL] That that's
[CUSTOMER][NEUTRAL] And that the address has been updated name and to please reprocess the claims, but I am going to see if he will let a direct deposit instead of overnighting so pass him on to me and you go ahead and get your hub request to [PII] and then I'll meet back with you to see what he tells me about direct deposit.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That sounds great.
[CUSTOMER][NEUTRAL] Alright, any more.
[AGENT][NEGATIVE] Because he's he's really frustrated and I told him that's what I told him I could do, you know, and, and then I told him I could get them to even call him once the checks have been reissued and sent, but he wanted to speak to somebody higher up to for this to be resolved. I understand his frustration.
[CUSTOMER][POSITIVE] Oh yeah, yeah, yeah, send him on to me and I'm getting taken care of.
[AGENT][POSITIVE] All right. Thank you, [PII]. And you'll probably get some from [PII], but whatever.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] From [PII], uh, well, no, I can handle that. Go ahead and send him to me.
[AGENT][NEUTRAL] You know, since I called that
[AGENT][NEUTRAL] Yeah, she's sending an email to Aliciastating what.
[AGENT][NEUTRAL] She told me to do. Mhm. OK.
[CUSTOMER][NEUTRAL] She said she was.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Who is it?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm just like, OK, whatever, [PII], just goodbye, you know.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][POSITIVE] I'm OK, I'm gonna listen to that, and I may have to meet with [PII]. So, all right then, send him on and I'll get him taken care of.
[AGENT][NEUTRAL] OK, thanks. Hold on, let me get him on the line.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Mr. [PII], thank you for your patience. I do have a supervisor, [PII] on the line, and she's going to assist you further. We're gonna get this resolved for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye. Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi this is [PII]. I do apologize for the whole time and, and, you know, and thank you for, you know, your patience and letting [PII] research this for you. Um, so I understand that your address was not updated in the system as stated earlier, and these two claim checks have now been mailed to your old address, is that correct?
[CUSTOMER][NEUTRAL] I don't know because I, I resolved this situation.
[CUSTOMER][NEUTRAL] You have to understand my side of it.
[CUSTOMER][NEUTRAL] I had this same half hour phone call.
[CUSTOMER][NEUTRAL] With and went to the same protocol of changing the address, making sure everything was copacetic, and I'm doing it again. So I as a consumer I can only.
[CUSTOMER][NEUTRAL] Say that we need to stay on the phone today and whoever uh [PII] is needs to overnight these two checks to my address today. This was over almost a year ago that this claim that I put this claim in.
[CUSTOMER][NEUTRAL] And I did my diligence in changing the address last year when I moved here.
[CUSTOMER][NEUTRAL] And now I did my due diligence a couple of weeks ago again when I got these letters I made sure the address was.