AccountId: 011433970860
ContactId: 5169d44b-c202-4f5e-9451-0ba191f8a38b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362109 ms
Total Talk Time (AGENT): 125439 ms
Total Talk Time (CUSTOMER): 171615 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/5169d44b-c202-4f5e-9451-0ba191f8a38b_20250107T18:06_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I was just calling to um check the status of my claim.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Um, give me one second, I have it in my phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 02552188.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. Thank you for that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And if you could verify your date of birth, mailing address, and your email address on file.
[CUSTOMER][NEUTRAL] [PII] is my date of birth, uh, [PII], and um I'm not sure if I changed it. Is this all like an employer email or a personal email?
[AGENT][NEUTRAL] Employer
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] Right. Did you wanna leave it at that one or change it?
[CUSTOMER][NEUTRAL] Um, let's go ahead and change it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's gonna be my first name, [PII].
[AGENT][NEUTRAL] I'm gonna repeat that back to you, OK?
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you. We'll get that updated.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, and [PII], you said that you're checking a claim status. Um, is it a claim that was just recently sent to us?
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Um, maybe like, uh, uh, last week.
[AGENT][NEUTRAL] Around the [PII]?
[CUSTOMER][NEUTRAL] Um, I think I sent it on Friday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing it received on the [PII] and it's in line for processing. Um, our standard time frame for processing is 12 I'm 17 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and y'all did receive the direct deposit form it came separately from the claim stuff.
[AGENT][NEUTRAL] So you would have, so I'm only showing one entry. I don't show two documents you said you sent them separately?
[CUSTOMER][NEUTRAL] Yeah, the first fax I had my mom send for me was um the claim form, the claim form with the 3 bills, and then I, she sent a second fax later in the afternoon after I called and they told me that, you know, I could send it, they gave me the direct deposit form. I got the, well I got the form from the bank to completed it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that was faxed to us as well?
[CUSTOMER][NEUTRAL] Yes, I can tell you the number it was faxed to. It would have been faxed to the same number that they sent the claim stuff to.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a limited hospital indemnity claim, so I see the information, uh, submitted on the [PII], which is the claim form and it looks like.
[AGENT][NEUTRAL] Itemized bills.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't show the direct deposit though. When was the direct deposit? Did you say it was faxed as well?
[CUSTOMER][NEUTRAL] Oh yeah, it would have been faxed a little bit later in the day on Friday so I don't know if it, you know, if y'all processed it like on Monday or.
[AGENT][NEUTRAL] Yeah, it usually takes about 24, 48 hours to get it uploaded into your file.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So Friday, Monday, Tuesday, I would give it a little bit more time, um, as far as the direct deposit authorization.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well I'll call back tomorrow and just check on it. And also, are you able to send me like a policy jacket because I never got the policy from my employer or anything y'all in the mail and I know they said they can't send me a policy because like my employer switch providers for the current year, but I mean I, I know I was like I legally have to be provided like a copy of the policy and I really just need, I would prefer to have a copy of the policy for my, you know, or at least the policy jacket.
[CUSTOMER][NEUTRAL] For the policy I had for the 24 for [PII], so I can have that for my records.
[AGENT][NEUTRAL] Yeah we can request that that be uploaded into your file um once it's loaded in your.
[CUSTOMER][NEUTRAL] We can.
[CUSTOMER][NEGATIVE] I mean it won't even let me I can't even make an account.
[AGENT][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] And so like I never got a package, yeah, because I try to like, yeah, I try to like, you know, make an account online so I don't have to bother y'all every day, but it says I can't.
[AGENT][NEUTRAL] What, what happened?
[AGENT][NEUTRAL] What, what did it say?
[CUSTOMER][NEGATIVE] It says that like I don't have the authority or something to make an account and I don't know if that's because like I don't have an active policy with you guys anymore.
[AGENT][NEUTRAL] Question for you when you, you had to answer some security questions, one of them was your email which email did you enter?
[CUSTOMER][NEUTRAL] Well, when I first tried to do it, I put my, my personal one, but when I tried to do it yesterday, I believe I tried again and I put my employer one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And it still wouldn't to do it.
[AGENT][POSITIVE] OK, it's no worries we'll request it to be uploaded into your file and then I can email it over to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great thank you so much for your help I appreciate it.
[AGENT][NEUTRAL] OK, and did you have any other questions, [PII], I can help out with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK alrighty well thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] OK. Alright well thank you thank you.