AccountId: 011433970860
ContactId: 56770c7d-7d23-4cce-9458-d767f3f277b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 735580 ms
Total Talk Time (AGENT): 252374 ms
Total Talk Time (CUSTOMER): 369166 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.1, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/56770c7d-7d23-4cce-9458-d767f3f277b4_20241231T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII], this is [PII]. I'm calling to find out why I haven't received my check. It shows that the check was issued on [PII].
[AGENT][NEUTRAL] OK, I can take a look at that. Uh, what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what's the policy number?
[CUSTOMER][NEUTRAL] Uh, let's see here, policy number is 02266136.
[AGENT][NEUTRAL] OK, thank you and verify your address and date of birth.
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] And uh birthday is [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. You're calling in regards to a check you haven't received?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, bear
[CUSTOMER][NEUTRAL] I mean, on the, on the [PII], you sent out 7 letters to me, all the same letter from different dates.
[CUSTOMER][NEUTRAL] going back to
[CUSTOMER][NEUTRAL] Uh, the first one is dated [PII] and the last one's [PII].
[CUSTOMER][NEUTRAL] And they were postmarked the [PII].
[CUSTOMER][NEGATIVE] And I received those last week, but I haven't received this check.
[CUSTOMER][NEUTRAL] It was supposed to be issued on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a moment.
[AGENT][NEUTRAL] When did you receive the letters?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, um, it's been about a week now.
[AGENT][NEUTRAL] OK, cause I was gonna say that check would follow there. The letter, the letters would go out um immediately, but the checks go through. They typically will be sent out for mail the next day because the check has to print. Um, and I show that it was mailed to the address on file.
[CUSTOMER][NEUTRAL] You show a date that it was actually mailed?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Well, it's interesting the [PII] letter I received says.
[CUSTOMER][NEUTRAL] We received a claim on your policy and review of the claim has started.
[CUSTOMER][NEUTRAL] was the only letter I got dated [PII].
[CUSTOMER][NEUTRAL] And these were postmarked the [PII] and I got them I think the day before [PII].
[CUSTOMER][NEUTRAL] It's been a week.
[AGENT][NEUTRAL] Yeah, so the letters that are sent out, you receive correspondence once we receive claim information and then you receive a response, um, either a payment or a request for additional information, so on and so forth. The checks typically tell behind because they have to go through the process of the check run, um, for the checks to be printed and mailed, um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] At this point it
[CUSTOMER][NEUTRAL] Well, why would I have a why would I have a letter dated [PII]?
[CUSTOMER][NEUTRAL] The day after the check was supposedly issued.
[CUSTOMER][NEUTRAL] Saying that they just just received the claim on your policy and review of the claim has started.
[CUSTOMER][NEUTRAL] If the claim has already been finalized.
[AGENT][NEUTRAL] Um, from what I can see, there were multiple claim submissions, so any time, um, even if they are combined or related to the same.
[AGENT][NEUTRAL] Uh, case that you're filing for, they're still treated as separate claims. So I see, um, we received some submissions on [PII] and then again on [PII]. So the correspondence that you're seeing is coming from um the different submissions.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, I haven't, I have a letter date. I have another letter dated [PII], the same letter.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So what happened on the [PII] for another letter to be issued?
[AGENT][NEUTRAL] I, the only thing I can show on the [PII] was that we received medical records.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that could have been an acknowledgement that there was something else that was added to your policy, um, to your claims history.
[CUSTOMER][NEUTRAL] Now the question, I, my first question was how come the letter dated [PII].
[CUSTOMER][NEUTRAL] The [PII], [PII], [PII], [PII], [PII], and then [PII] were all mailed on the [PII].
[AGENT][NEUTRAL] And what do the letters state?
[CUSTOMER][NEUTRAL] Well, it's a policy dear policy we receive the claim on your policy and review the claim started. In some cases additional information must be required. It's a form letter you guys send out. It's the exact same letter. I've got 7 of them all in one day covering a 2 or a month's period, over 1 month's period.
[CUSTOMER][NEUTRAL] Why weren't they sent out in November?
[AGENT][NEUTRAL] Because those checks, I'm sorry, those letters are generated anytime we receive correspondence, claim information, medical records, any activity on your policy, you receive correspondence.
[CUSTOMER][NEUTRAL] I, I, I understand that. I understand that, but why weren't the letters sent out immediately and all held until the [PII] to mail out.
[AGENT][NEUTRAL] Because we received multiple medical records on [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Right, but why didn't I get the November letter in November?
[CUSTOMER][NEGATIVE] That's my question. Why were they all stacked up and, and sent to me at one time in individual envelopes costing money that it's, it's a waste of money.
[CUSTOMER][NEUTRAL] I've gone around and around trying to get this claim paid and all kinds of issues jumped through all kinds of hoops to finally get it formalized and finalized.
[CUSTOMER][NEUTRAL] And it was supposed to be finalized on the [PII].
[CUSTOMER][NEGATIVE] Now letters were sent out on the [PII] but no check was sent out on the [PII].
[CUSTOMER][NEGATIVE] At least I didn't receive one.
[CUSTOMER][NEUTRAL] Is there a way you can check to see if that check was cashed?
[AGENT][NEGATIVE] I show that the check is outstanding. It has not been cashed.
[CUSTOMER][NEGATIVE] All right, I guess I'll give it a couple more days. I'm not very pleased with how I've been treated by this company.
[CUSTOMER][NEGATIVE] And for this to be delayed, it's, it's 15 days now. It should not take that long for a check to get here.
[AGENT][NEUTRAL] OK. Understood. You can check with your local postal service. Uh, it is a holiday, so it could be backed up, um, but the check was sent out.
[CUSTOMER][NEUTRAL] Well, I the these letters sent out on the [PII] by here on the [PII], right smack in the middle of [PII].
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So yeah, I
[CUSTOMER][NEUTRAL] So why would the other check take 15 days when these took a couple days?
[AGENT][NEUTRAL] And once those checks are released by mail, it's up to the local postal service as to when that's delivered, so that would be a question.
[CUSTOMER][NEUTRAL] Well, do you, do you have verification that it was mailed? Do you have verification that it was actually mailed and what day it was mailed?
[AGENT][NEUTRAL] It was mailed on [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK and your name again, ma'am?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][POSITIVE] Thank you very much for that. I just, I'm a little bit flustered here because it just.
[CUSTOMER][NEUTRAL] I mean this is from uh over a year ago now practically.
[AGENT][NEUTRAL] Understood, and I apologize for the inconvenience. Uh, as I stated, once those checks are released, um, uh, the postal service, it's on the, the timing of the local postal service, and I, I don't have any answers at that point. Um, once.
[AGENT][NEUTRAL] Typically, if it
[CUSTOMER][NEUTRAL] Well, the interesting thing is this check was issued on the [PII], mailed on the [PII], 7 letters were mailed on the [PII]. I got them last week.
[CUSTOMER][NEUTRAL] Same address, same person, everything should be exactly the same.
[AGENT][NEUTRAL] Yeah, understood. And the state of the letters go out, it's a different process, so the letters are immediately sent out which wouldn't be in the same batch with checks because the checks have to be printed before they're sent to mail. So that would be an entirely different batch, um, but again, I, I can confirm that that check was mailed out on [PII].
[CUSTOMER][NEUTRAL] Right, and I've got 7 letters that were issued or mailed out on the [PII].
[AGENT][NEUTRAL] So, yeah, I was just uh checking with the local postal service.
[CUSTOMER][NEUTRAL] You know, and, and, and I think you should find out why my 7 letters were delayed and being mailed until the [PII].
[CUSTOMER][NEGATIVE] There's something wrong with your system.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Again, those letters go out anytime. They're automatically generated once there's activity on the policy. It could be uh uh the postal service issue where they held them to send them all at once. I'm not sure. I can't answer those questions, but our process.
[CUSTOMER][NEUTRAL] I got I got I.
[CUSTOMER][NEGATIVE] I don't under why would the why would the why would the post office hold these letters for a month before processing? Obviously it was done at your company. They were not presented to the post office until the [PII].
[CUSTOMER][NEUTRAL] That's what I'm saying you've got a problem here.
[CUSTOMER][NEGATIVE] And your company doesn't want to hear when there's a problem you don't want to report that there's a problem to fix the problems with your company.
[AGENT][NEUTRAL] Understood.
[AGENT][NEUTRAL] Understood.
[CUSTOMER][NEUTRAL] So, you know, I think a proactive would be to you question why this happened and find out why your company is delaying sending letters. I got texts every time you receive something.
[CUSTOMER][NEUTRAL] But I didn't get the letters until this month.
[CUSTOMER][POSITIVE] Now, they should be going together at the same time.
[CUSTOMER][NEUTRAL] So there's a system problem with your company and I but any money the reason my check's not here is because someone delayed getting it into the mail somewhere along the line.
[CUSTOMER][NEUTRAL] And this might be the reason why the the flight attendants union decided to change companies.
[CUSTOMER][NEUTRAL] American Airlines alone is 17 or 24,000 employees.
[CUSTOMER][NEGATIVE] You no longer have insurance through your company, and I believe it's because of these kind of problems.
[CUSTOMER][NEUTRAL] And I've talked with managers on this and dealt with managers to get this resolved in the first place and now once again I'm waiting for your company to get a check to me.
[CUSTOMER][NEGATIVE] It should not take 13 days, 14 days for a check to get here. It only took 4 days for the 7 letters to get here.
[CUSTOMER][NEGATIVE] So obviously there's a problem here.
[CUSTOMER][NEGATIVE] I don't know how long I'm supposed to wait before you people take action.
[CUSTOMER][NEUTRAL] What do you recommend? Should I wait till next January?
[CUSTOMER][NEUTRAL] Next December.
[AGENT][NEGATIVE] When checks are outstanding for 30 days, then that check is canceled, it's voided and reissued. At this point, I can only suggest to allow more time um for that check to get to you, being that it is the holiday season and it could be a delay in the mailing.
[CUSTOMER][POSITIVE] Alright, I thank you for your time. Uh, it's clear that I'm not gonna get resolution today. I'll call back in 2 days. Thank you very much. Goodbye.
[AGENT][POSITIVE] Alright, thanks for calling APL.