AccountId: 011433970860
ContactId: 56edeca6-5bb5-41bd-8e0f-dcb1c7930c0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422619 ms
Total Talk Time (AGENT): 158573 ms
Total Talk Time (CUSTOMER): 333435 ms
Interruptions: 15
Overall Sentiment: AGENT=2.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/56edeca6-5bb5-41bd-8e0f-dcb1c7930c0c_20250116T21:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. And I sent a claim off, uh, I have, uh, well, of course, I have the insurance, your insurance. And I, I did it, uh,
[CUSTOMER][NEGATIVE] Uh, on, uh, early, early than before [PII]. And what happened is I had not been notified that, uh, the claims were not here in, were, were not sent to [PII] anymore, and that's where I live. And so, it was time for the [PII] holidays. I've called back that uh probably 2 times since then, and I was told that it did come in. And the mail came back, the, the, the sender sent the mail back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And then I had to go through and get all the stuff again and I sent it back. And that was um before [PII]. I called uh one time and the lady said it would take 225, 24 hours. And it's been some days now, and I'm just wondering, is it actually there or what's going on with the claim?
[AGENT][POSITIVE] I'm seeing, and it would be my pleasure to assist you. Do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. And uh I live at [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is your callback number and email?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII]. Email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] Uh uh M [PII].
[AGENT][POSITIVE] In [PII] got it thank you so much.
[CUSTOMER][NEUTRAL] Uh-huh, yeah, uh-huh.
[AGENT][POSITIVE] Appreciate that. Now, I'm showing that we did receive claim documents on [PII], I'm sorry, January, and that claim was actually processed on the [PII], so you're gonna be getting your $75 benefit.
[AGENT][NEUTRAL] It would have been mailed out on the [PII].
[AGENT][NEUTRAL] Of course, you know, it just depends on the mail as to how long it takes to get to you.
[CUSTOMER][NEUTRAL] Oh, on the
[CUSTOMER][NEUTRAL] Yeah. Well, I know that they say normally sometime in, and I know with the weather, 7 to 10 days, is that what it is or, or yeah 7 days, but I understand that the weather has not been.
[AGENT][NEUTRAL] What it's
[CUSTOMER][NEUTRAL] Oh, yeah, but since it came back and all of that, it it really has made it seem like forever. And uh I didn't know, mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But I'm sure it is.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, well, they came in, OK, because the other came back, cause it it was send and it took it about a week to get back, but then it was in the uh [PII] holiday. So I was trying to call not to be, uh, you know, but, but just to know.
[AGENT][POSITIVE] No. We're just calling to check. Absolutely. And there's nothing wrong with calling and checking.
[CUSTOMER][NEUTRAL] Mhm, yeah, yeah, so anyway, just.
[CUSTOMER][NEUTRAL] Yeah, well, I, well, that's right, because, uh, you know, when we pay for things, we have rights too, then when they expect with something.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely, that is for sure. And
[CUSTOMER][POSITIVE] Especially for me that every little bit helps with the crisis, my [PII]. But anyway, I'm so glad. Mhm yeah, it is. But uh I, I, I thank you. So you may be coming in tomorrow or Saturday, I don't know, but at least it, it's supposed to be out.
[AGENT][NEUTRAL] You know that's right. It's just getting crazy.
[AGENT][POSITIVE] I am hoping that it will be in your mailbox. That's right. I hope it gets to you before this next round of ice and snow.
[CUSTOMER][POSITIVE] I do too. I really do. OK then.
[AGENT][POSITIVE] Get you an extra loaf of bread to keep in the house when it gets so cold.
[CUSTOMER][NEUTRAL] Hey, look, my freeze is all I made soup and everything just about uh eating that most of that up to make some more because uh they are, they are saying we're gonna have some more in [PII], you know, we don't really have that much, but oh it's been cold here and oh Monday and Tuesday.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It has. I'm right outside of [PII], so it has been cold.
[CUSTOMER][NEUTRAL] Oh, OK. Monday and Tuesday, they're saying it's gonna be the coldest days of the year. I'm like, Lord, it's it gonna get any colder than it was. I mean, it was just truly colder.
[AGENT][NEUTRAL] Uh, no, I think
[AGENT][POSITIVE] I'm planning on staying inside and I'm like you, I'm gonna make a big pot of soup this weekend. I may make two pots.
[CUSTOMER][NEUTRAL] Mhm. Mm. In fact, I think I have 2. I think I have 2. I found 2 yesterday and then I had made some gumbo. Well, the gumbo is gone and I, I could make some more. I might do that. Uh, but anyway, cause, cause I really, nobody, I don't think, and I know a lot of people have to go out and I
[AGENT][NEUTRAL] Oh.
[CUSTOMER][MIXED] I feel blessed and I pray for them to in the cold, but uh I don't, when it's the weather like that, I don't plan to be out that I'd like to be in when it's warm and hope that electricity doesn't go out. Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] B2.
[AGENT][POSITIVE] That's right. Now, now, see, I have never been brave enough to try gumbo to, to make it. Now I've eaten my share.
[CUSTOMER][POSITIVE] You know, it took me a while. Yeah, it took me a while, but you know, I think I've got it, I got, I think I've got it now because I just got it like, uh, you know, like because I just never didn't make it, but I like it. So to get it to my taste and everything, uh, I, I, I think I did it. Uh I had enough to put it in the freezer. Like I say, it's gone, but I think I can make some more if I want to. I think I have what I need. Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] There you go. I'm, I'm gonna get brave one day too. I'm gonna try it. Not, not this weekend, but I'm gonna try it sometime.
[CUSTOMER][POSITIVE] Try it, yes.
[CUSTOMER][POSITIVE] No, right. Yeah. OK, then. Well, I thank you so much for being so kind and uh uh sympathetic, uh, to the facts. So we'll see in a few days, uh whether it will come in or not. At least you said it's been claim came in and all that, so I get it.
[AGENT][POSITIVE] Oh, it's been such a pleasure.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And it's been paid and and as they say the check is in the mail.
[CUSTOMER][POSITIVE] OK, doke, alright then thank you so much now and you have a blessed rest of the day and in the year, God willing, yes, OK, alright.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] You, you too.
[AGENT][POSITIVE] Yeah, we're gonna, you know what, every day we wake up is a blessed day that the Lord gives us another day, right?
[CUSTOMER][POSITIVE] Hey, I'm telling you, that's why every day, and I'm learning that we have to live every, that day but moment, moment. It's every moment now, I pray all through the day, I tell people you might come to my dorm I might be singing and
[AGENT][NEUTRAL] And not the truth. That is the truth.
[CUSTOMER][NEUTRAL] Praying, you know, I just thanking God. I said, but I, I, hey, I'm glad to be here to thank him for all of his blessings because it's rough and we have a, a, a road to go. We have some time to go here and we have to pray about all this, uh, you know, everything. I hope he just cover us with his blood. I. Mhm.
[AGENT][POSITIVE] That's a good thing.
[AGENT][NEUTRAL] Mm, and that the truth.
[AGENT][POSITIVE] That's right. We just got help.
[AGENT][POSITIVE] Uh, that's right. Yeah, and under his wings of protection.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Protection, right, his protection cause it's everything was like happen, happening now, as he said in the Bible. Yeah, yeah. OK then, well,
[AGENT][NEUTRAL] It does.
[AGENT][NEUTRAL] We, we know, we knew it was coming though, didn't we? We know it's coming.
[CUSTOMER][POSITIVE] Uh, that's we know it's coming. OK, thank you so much. Now you, you have, you take care and be safe. Alright now, bye bye. Alright, you too, bye bye. Mhm.
[AGENT][POSITIVE] You're very welcome. You too, Ms. [PII]. Have a wonderful day. Bye-bye.