AccountId: 011433970860
ContactId: 566d6c5a-9490-42ea-9ae1-b4c759d9a649
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417769 ms
Total Talk Time (AGENT): 174780 ms
Total Talk Time (CUSTOMER): 172420 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/566d6c5a-9490-42ea-9ae1-b4c759d9a649_20250108T22:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, how you doing, sir? Uh, this is [PII]. I'm calling because I submitted a claim and, um, I, I dealt with someone named [PII]. I was seeing if I can reach, get back to her or contact her.
[AGENT][NEUTRAL] OK, you're trying to reach the specific agent you were dealing with before, [PII]?
[CUSTOMER][NEUTRAL] Yes, her name was [PII], I believe, um, [PII].
[AGENT][NEUTRAL] OK. Do you have your uh policy number? I can pull you up?
[CUSTOMER][NEUTRAL] Yes, it's 255-2435.
[AGENT][NEUTRAL] OK, let me just pull this up here. Give me one sec.
[AGENT][NEUTRAL] All right. And then if I could just verify, please, your date of birth and address?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And was the claim itself that you had submitted that you were checking on, was it for you or was it for somebody else on the policy?
[CUSTOMER][NEUTRAL] It was somebody else on the policy, spouse flinging.
[AGENT][NEUTRAL] It was for [PII], OK, because I see the notes in here that she had called you back about the claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so I do show that the claim for [PII], it looks like was processed today, um, and it was a benefit payment made in the amount of $2000.
[AGENT][NEUTRAL] Um, so since the claim was just processed today, it looks like you guys have direct deposit on file. The payment will, um.
[AGENT][NEUTRAL] Be direct deposited, it'll just take a day or two to show in the account.
[CUSTOMER][NEUTRAL] OK, yes, OK, that's what I wanna know because she told me, um, maybe you can answer the question for me, um, she told me that to view the online status because she's, um, someone else, I mean, even though we, she's not me, so I'll have to create an account for her name that's what she told me to view the online status.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][POSITIVE] So that's correct. OK.
[CUSTOMER][NEUTRAL] But OK, my next question was, OK, um, but would the direct deposit still go to the one on file is what I was asking.
[AGENT][NEUTRAL] Oh, yes, yes, it will, because that's the direct deposit for this particular policy. So yeah, any claims, yeah, for any of the insured would go to that account. Yes, sir.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I, OK, I was just making sure of that and another thing would be, um, so I was trying to create the account and it asks for um her, it says the member I what does it say? It says last name, her social or member ID.
[CUSTOMER][NEUTRAL] Uh, residential zip.
[CUSTOMER][NEGATIVE] Um, an email, but when I enter all those things, and they also I also ask the date of birth, but when I entered those things, um, it says oops, um, like nothing happened, it wouldn't let me create an account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so have you ever logged into the online service center just for yourself or never before?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEGATIVE] I logged in for myself, but it would not let me create the account for her.
[AGENT][NEUTRAL] OK. Yeah, because I don't know, are you by your computer right now or are you like not?
[CUSTOMER][NEUTRAL] 00, I'm not sorry. I'm on my mobile. I'm currently not home, so you recommend a different way.
[AGENT][NEUTRAL] That's, that's OK.
[AGENT][NEUTRAL] So this is what I would try and do um when you get back to a computer, try and log in and do it under your log in and see if there's any way to select the participant and then view the claims because you guys are all under the same policy number.
[AGENT][NEUTRAL] So for example, like I have a policy with the same company, this company when I file claims I can do that under my login whether or not it's for my child or for my husband. I have an option to like select participant.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, yes. Oh, OK, I understand that, yes, that's to file a claim, but for some reason I wasn't letting me file the claim, but, um, for whatever reason online, so I had to fax the papers and they did, they filed a claim for me. So my question was, my question was.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But she told me, I'm, I'm trying to view, I'm trying to create the account where I can check the status of it for future references, but she said it would have to be under, I have to create an account with [PII], not mine. I can log into mine, but she said I have to create an account to check future um future um claims for her, I would have to create an account.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me just see.
[CUSTOMER][NEUTRAL] But on the credit, maybe I have to try a new device, I mean, because I'm put in all the information to create a new user it says last name, her social, residential zip, email, and date of birth. But it didn't let me on my mobile. Maybe I have to try a different phone, I mean a different.
[AGENT][NEUTRAL] Yeah, try it on your yeah try it on a computer because the mobile phones aren't really compatible and it will definitely cause an error. So try to get on your mobile device and if it's not working for some reason, um, then just call us at that time and then we can kind of walk through it and troubleshoot anything if we need to as far as if it's giving you an error.
[CUSTOMER][NEUTRAL] Like a computer
[CUSTOMER][NEUTRAL] OK, but it will direct deposit those, um, the claim that was paid.
[AGENT][NEUTRAL] Yes, yes, sir, because I see all that information on the policy. Yes.
[CUSTOMER][NEUTRAL] OK, yes. All right, thank you, that's everything I guess.
[AGENT][POSITIVE] OK, sounds good well thanks for calling APL. I hope you have a good night.
[CUSTOMER][NEUTRAL] OK, you as well.
[AGENT][POSITIVE] All right thanks bye bye.
[CUSTOMER][NEUTRAL] OK.