AccountId: 011433970860
ContactId: 52c6803b-fa11-4e66-9b18-da626957ed3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 591659 ms
Total Talk Time (AGENT): 165115 ms
Total Talk Time (CUSTOMER): 338325 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/52c6803b-fa11-4e66-9b18-da626957ed3f_20250212T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. This is [PII]. I have the uh
[CUSTOMER][NEUTRAL] The APL insurance and I sent a wellness claim form and I mailed it [PII] of this year and I know y'all are out for [PII] and then they had the snow and the ice and storms and stuff I just kind of waited but I haven't received any information about my claim and I tried to go online to check it and my numbers wouldn't work or something. I don't know. So uh I'm trying to check a wellness claim that I filed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, OK, yes, ma'am. We can check that. Do you have your policy number?
[CUSTOMER][NEUTRAL] Alright, now on this um.
[CUSTOMER][NEUTRAL] It says 00083823. I think that's the policy number.
[AGENT][POSITIVE] Alright, let's try that and see what we get here.
[CUSTOMER][NEUTRAL] Right, what we see, let me see, I had an old policy number.
[CUSTOMER][NEUTRAL] Um, 9 A like in apple, 0021529. Got that policy number I got that reference number, so I'm not, I'm not sure which one it is.
[AGENT][NEUTRAL] OK. Yeah, it looks like it's the 83823.
[CUSTOMER][NEGATIVE] Yeah, I, when I, uh, when y'all, um, changed your name or y'all moved or something, they sent me this new policy number, but when I put that policy number on the computer to check, it says that it's not a good number, so I don't know.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] All right, so let, let me see, what is your date of birth and address, please?
[CUSTOMER][NEUTRAL] All right, my date of birth is [PII].
[AGENT][NEUTRAL] And address, please?
[CUSTOMER][NEUTRAL] 5, just, just the number [PII].
[AGENT][POSITIVE] OK, thank you so much for this let me see what we've got here.
[AGENT][NEUTRAL] OK, so one of the claims I do show looks like [PII], a check was mailed on [PII], and it was sent to the [PII].
[CUSTOMER][NEUTRAL] OK, that was, but was that how much was that check for?
[AGENT][NEUTRAL] $75.
[CUSTOMER][NEUTRAL] Oh, I, I get that.
[AGENT][NEUTRAL] No? OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me check
[CUSTOMER][NEUTRAL] I'm going back and looking at my bank statements too and see if um.
[CUSTOMER][NEGATIVE] Oh, it's not the right button.
[CUSTOMER][NEUTRAL] You said January the what now?
[AGENT][NEUTRAL] The [PII], that's when the check, yeah, that's when the check would have been mailed out.
[CUSTOMER][NEUTRAL] January
[CUSTOMER][NEUTRAL] Mhm. OK. Well, I was thinking of uh get sometime in February, but [PII] is kinda.
[CUSTOMER][MIXED] Kind of quick, but I hadn't, I hadn't gotten it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see what was going on with [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I mean, it would have been, so it would have been mailed out then, so you probably you should have received it in the mail, I would say, of course, you know, like a week after just for obviously mailing time and everything.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] But if you haven't received it at this point and you're certain on that, we can void the check and just reissue a new one.
[CUSTOMER][NEUTRAL] OK, let me, let me double check again. I'm going through this, uh, because I, whenever I get a check in the mail or anything, I deposit the whole amount.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Let's say view all transactions. Let me see if I can get this. I'm sorry, um.
[AGENT][POSITIVE] You're fine, no worries.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEGATIVE] It's a little bit slower on the computer. I think I can just get the cancel, get my checkbook, cancel checks out.
[AGENT][POSITIVE] No problem.
[CUSTOMER][MIXED] I find it faster, but I would have, if I had gotten it then out of, it'd been deposited in my Janu and that wasn't in my January. I just did that one,
[CUSTOMER][NEUTRAL] Alright, let me, oh, here we go. Let's, let's take a look. Let's see.
[CUSTOMER][NEUTRAL] OK, uh, uh.
[CUSTOMER][NEUTRAL] I had a $98 check, $450 check, $7152.
[CUSTOMER][NEUTRAL] Check that's all that was deposited.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] My stuff was direct deposit, so I know I haven't gotten it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the [PII], I'm trying to think, um.
[CUSTOMER][NEGATIVE] [PII], that one that we're having ice and stuff down here. I, I mail it really, really bad. If I'm gonna mail a birthday card to somebody in my city, I have to make it 3 days in advance. Uh, can you mail it out on the [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Of January
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't, I don't know. I don't have, hmm.
[CUSTOMER][NEUTRAL] I don't no nope.
[CUSTOMER][NEUTRAL] I just don't have it, well, you know, we had on the way, this reason I kind of waited because it normally takes, you know, a week or so. But then on the way this time, uh, you know, the, you're in uh [PII] City. Well, you know, we're in [PII], we've had ice, we've had snow, so they delayed stuff and like we just got something that was mailed in on [PII]. We didn't get it till January, the, uh,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Second, I think. I mean, you know, it's just been, it's just been terrible. So I hate for y'all to do another one, but I, you know, I haven't gotten it. So, so can y'all just cancel that? Well, let me see. You cancel it, you'll be can if I get, if it happens to come in the mail, I won't, I won't cash it, but I wanna know what, what would the, the date will be on every [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's a process date. So yeah, it's up to you, [PII]. I mean if you wanna wait still or if you want us just to void that check and reissue a new one, we can do that since, yeah, it's been over 30 days.
[CUSTOMER][NEUTRAL] Why don't you just
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, let's just void it and uh you know, but I just wanna know the, the date on the check. Like if I get a check, I, I know I'm not gonna get one today because I get a uh.
[CUSTOMER][NEUTRAL] Uh, on my app I have what mail I'm getting and I'm not getting it today, but um I just wanna know the date that's on the the check will be [PII]. That would be the one that's voided if, if it should show up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. Yeah, and, yeah, absolutely.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I'm gonna write that down.
[CUSTOMER][NEUTRAL] OK, and so, and just it reissue it because I don't know what happened. I don't know if the mailman along the way has lost it or.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It may show up 20 days later. I don't know.
[CUSTOMER][NEUTRAL] I mean, I'm not kidding. Sometimes we get our mail at [PII]. Some sometimes we get our mail at [PII].
[AGENT][NEUTRAL] All right, so
[AGENT][NEUTRAL] So I will um create that request and then have this voided and then have claims reissue a new check to you. So um just give out the rest of the week to get voided and reissued and then uh a couple weeks and then if you haven't received it, you can definitely check back with us.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, right, and so about the end of February, I should have it, don't you think?
[AGENT][NEUTRAL] I would think so by then, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and if I don't by the end of February I'll call you again.
[AGENT][NEUTRAL] OK, yeah, I definitely do so and I'll note our conversation today just what we spoke on.
[CUSTOMER][NEUTRAL] OK, OK, and your name is?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK. All right, [PII], I'm gonna write your name on my claim. I do, like I said I made a copy of it and I can resend it, but you've got all the information because you've issued a check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we don't need the yeah yeah so we'll just get the check re sent out to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, right, right
[CUSTOMER][POSITIVE] OK, [PII], well, I appreciate it and I'm sorry I have to, I'm sorry I'm having to bother you today. You probably would have had a good day if you didn't have so many complaints.
[AGENT][NEGATIVE] Yeah, no, no.
[AGENT][POSITIVE] No worries. That's what we're here for. If you need anything else, feel free to reach out, OK, [PII]?
[CUSTOMER][POSITIVE] OK, thank you so much, [PII] have a great day.
[AGENT][POSITIVE] My pleasure. You as well.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Uh