AccountId: 011433970860
ContactId: 63405215-ea36-4b36-8594-7bf6b9177b1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262489 ms
Total Talk Time (AGENT): 147770 ms
Total Talk Time (CUSTOMER): 117302 ms
Interruptions: 7
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/63405215-ea36-4b36-8594-7bf6b9177b1a_20250106T22:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I just wanted to check about um a claim that I had that was um approved. I just hadn't gotten my check and with the holidays that may be the reason, but it's y'all are usually very prompt and I just wanted to check on that.
[AGENT][NEUTRAL] Mhm, of course, OK, I'm I'm so sorry you filed a claim and you have not received the check yet, is that correct?
[CUSTOMER][NEUTRAL] Correct, I mean it it tells me that it's going to be, I mean, I, I see the amount that I'm supposed to get but um it, it was.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] I just wanted to check on it
[AGENT][NEUTRAL] OK, of course, yeah, definitely, and you're probably right about the holidays, but we will take a look um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII]. It's [PII]
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Alright, thank you. Do you have your policy number or that claim number?
[CUSTOMER][NEUTRAL] I have both, which would you like?
[AGENT][NEUTRAL] OK, um, we can just do the claim number that's fine. I'll be able to get the policy number that way.
[CUSTOMER][NEUTRAL] The claim number, OK, it's 354-053-7.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect and then uh can I get your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Alright, thank you so much for verifying that information. OK, so yes, I see we paid a benefit of $6100. Let me get that check number and we will see when that was issued.
[CUSTOMER][NEUTRAL] Like I said, it's probably the holidays, but I just wanted to check.
[AGENT][NEUTRAL] Of course, OK.
[AGENT][NEUTRAL] Alrighty, yes, I'm showing that that was issued [PII].
[CUSTOMER][NEUTRAL] Yeah, that's what I see, yeah.
[AGENT][NEUTRAL] Yes, OK, so yeah, and then of course I am showing that it has not yet cleared, uh, so yeah, that's what I'm definitely assuming I've seen that we've had a quite a few checks mailed around that date and a lot of people calling and asking what's going on. So I imagine with the holidays, yes, I'm like, OK, no, no, no, it's completely understandable, but that just makes me believe that yeah um post office kind of needs to catch up I think but I will say.
[CUSTOMER][NEUTRAL] Oh, are they? OK. Sorry.
[CUSTOMER][NEUTRAL] Yeah, well, y'all are always so prompt about, I mean, it's like I just filed that and I'm already getting the check and so that's why I was like it's been about 3 weeks. Let me just check.
[AGENT][NEUTRAL] You are good, yeah, absolutely, and I will say once it reaches a, if it does hopefully you get it soon, um, but if for some reason it's over 30 days past this issue date, so of course [PII] you can give us a call we can void this and then have it reissued again just in case and then also I'm not sure if you are aware but you can also um sign up for direct deposit if you would like I can send you a form.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, OK, OK, perfect.
[CUSTOMER][NEUTRAL] I saw that and I probably I probably need to do that. I think it's something that I just click on when I log in sometimes I've seen it I.
[AGENT][POSITIVE] Oh, you can do it on the website absolutely.
[CUSTOMER][POSITIVE] I have, I've seen it. I just haven't taken the time to do it if I'm being honest, but uh, but that's a good option too.
[AGENT][POSITIVE] Of course, yeah, no, that's perfectly fine. I know some people aren't comfortable with it either, but yeah, I was like recommending that.
[CUSTOMER][POSITIVE] OK, OK. Well, I appreciate you helping me. I'm sorry, I mean like your 100th customer to ask the same question.
[AGENT][NEUTRAL] Yes, no, no, no, no, you're perfectly fine. I didn't mean that. I promise. I just meant like I think there's been like a little hiccup, you know, so mail just gotta catch up I think. Did you have any other questions for me, [PII]?
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yeah, got you, but if I like, so for 30 days, like if I don't hear from you by this [PII], just call y'all back.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Absolutely yes ma'am and then we will have this voided and reissued just in case.
[CUSTOMER][NEUTRAL] That's 30 days, OK.
[CUSTOMER][POSITIVE] OK alright well I appreciate your help today. Thank you.
[AGENT][POSITIVE] Alright, yeah, definitely, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK, all right you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.