AccountId: 011433970860
ContactId: 4bc25742-372c-4900-9470-8907d1aaf77e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426010 ms
Total Talk Time (AGENT): 160664 ms
Total Talk Time (CUSTOMER): 162961 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/4bc25742-372c-4900-9470-8907d1aaf77e_20250401T13:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I, um, have been out on short term leave and I had a thought I had faxed in my paperwork.
[CUSTOMER][NEUTRAL] Uh, with a claims department.
[CUSTOMER][NEGATIVE] Um, but I can't get it to go through and I can't get it to go through on the, the, uh, email either.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] I don't even know where to find that out.
[AGENT][NEUTRAL] Um, I can look you up by name. One moment.
[AGENT][NEUTRAL] What is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Miss [PII], what is your date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and if we are disconnected, may I please have your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify your complete mailing address.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Um, [PII], that is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and your email address?
[CUSTOMER][NEUTRAL] Is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much I appreciate that information for verifying. Now it shows that we did receive a claim or information documentation on the [PII] and you're trying to send something else in?
[CUSTOMER][NEUTRAL] Um, well, I don't.
[CUSTOMER][NEUTRAL] I don't know if it went through, um.
[CUSTOMER][NEUTRAL] I thought I did, and I know my doctor.
[AGENT][NEUTRAL] When you
[AGENT][NEUTRAL] OK, and when did you send it in? I'm so sorry, when did you send it in?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Well, I thought it before I ever wanna leave.
[CUSTOMER][NEUTRAL] But I haven't heard anything. I haven't gotten any.
[CUSTOMER][NEUTRAL] Anything through the mail or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now we did receive documentation on [PII]. It is in line to be reviewed and processed.
[AGENT][POSITIVE] So we did receive something, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, I mean,
[CUSTOMER][NEGATIVE] And I, I just don't feel comfortable. I don't think this.
[CUSTOMER][NEUTRAL] The information for my bank and everything went through, can you verify that?
[AGENT][NEUTRAL] OK, I did not show that we have you set up on direct deposit as of yet.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I mean, um, you know, I know that um
[CUSTOMER][NEUTRAL] My surgeon sent the information all over, but.
[CUSTOMER][NEUTRAL] I just wanna make sure you got my.
[AGENT][NEUTRAL] Did you
[CUSTOMER][NEUTRAL] For my employer and myself.
[AGENT][NEUTRAL] OK, did you try to sign yourself up direct deposit on the website or did you submit the information into us or try to?
[CUSTOMER][NEUTRAL] Well, I, I faxed everything first.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Like I said, I haven't heard anything, so.
[CUSTOMER][NEUTRAL] I, I didn't know
[CUSTOMER][NEGATIVE] And then today I'm like, well, I'm gonna try to email it in, but it says the email address doesn't exist.
[AGENT][NEUTRAL] Yes ma'am, that's because we don't accept uh information via email. I'm sorry.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][POSITIVE] I know you'll probably get a million a day and
[AGENT][NEUTRAL] OK, so I do not show that we have received anything in regards to your direct deposit do not show that information excuse me, but I do show that we received um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim form from you and we received that on [PII] and that's in line. It has not been reviewed or processed by an adjuster yet, so that's still in line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now your direct deposit, you're able to sign up on the secure website if you have an account created, you should be able to sign up on the website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have an account created?
[CUSTOMER][NEUTRAL] And that's at AM.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you have an account created on the online service center?
[CUSTOMER][NEUTRAL] I, I don't have an account set up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, you'll have to set that account up.
[CUSTOMER][NEUTRAL] I mean, well,
[CUSTOMER][NEUTRAL] OK, OK, what, yeah, what is a, a good, I mean.
[CUSTOMER][NEUTRAL] Is it the
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] It is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Secured
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.com.
[CUSTOMER][NEUTRAL] [PII]. All right, honey.
[CUSTOMER][NEUTRAL] OK, well, I'll, I'll get that set up and, you know, will somebody give me a call if they need anything else?
[AGENT][NEUTRAL] Well, once the claim has been processed, we will, once you create that account online you'll be able to follow the status of your claim.
[AGENT][NEUTRAL] So, um, yes, ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][POSITIVE] All right, well, I will get that done and I really appreciate your time. Thank you.
[AGENT][POSITIVE] You're welcome. You're welcome. And also I have your policy number too, Ms. [PII]. I was able to find it with the information you provide.
[CUSTOMER][NEUTRAL] 00 yeah, let me have that because.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had it at one time, but I'm.
[CUSTOMER][NEUTRAL] I've got so many documents here right now.
[AGENT][NEUTRAL] I understand, yes ma'am, it is 228-768-1.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 228-7681
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right. Well, I have everything I need right now.
[AGENT][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][POSITIVE] You have a great day.
[AGENT][POSITIVE] And you do the same, Miss. You take care and thanks for calling APL mm bye bye.
[CUSTOMER][POSITIVE] Thank you. All right, bye bye.
[AGENT][NEUTRAL] Yes ma'am bye bye.