AccountId: 011433970860
ContactId: 648aa69b-5687-443b-bacf-c5cd9638fb0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 759799 ms
Total Talk Time (AGENT): 115643 ms
Total Talk Time (CUSTOMER): 263618 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/648aa69b-5687-443b-bacf-c5cd9638fb0c_20250520T21:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. I was just calling to uh check on the status of um a claim date about a week ago or so.
[CUSTOMER][NEUTRAL] Um, I got an email that, and it turned out that when they were putting in the information for direct deposit they had accidentally made a mistake and entered one number one digit off um because they had all the correct information for me but they just entered a digit off so they said um and y'all been great throughout all of this so this is not just a complaint but just I mean it isn't a complaint it's just to give you a little background.
[CUSTOMER][NEUTRAL] So they said they would, would fix that and it looks like they did because I got um the first of, there were about 6 or 7 different claims and after that first one came in, I waited a couple of days.
[CUSTOMER][NEUTRAL] Um, to see about the others because I, I wondered last week when they went in to fix that one digit problem if they were gonna fix it for all of them or how that might work and since I haven't received any of the other claim um disbursements, I wondered if maybe maybe they only did fix that one and I was just gonna follow up with you to see if you could tell me anything about the status of the remaining claims.
[AGENT][NEUTRAL] OK, yes, I can check on that. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Sure, thank you very much. My name is [PII]
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Say it again.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Uh, let's see, just a minute. I bet I can find that. Hang on a second.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] No, she asked for the policy number. Um, here it is, I think it's uh 138.
[CUSTOMER][NEUTRAL] 648-0 I believe. If that's not, let me know.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, yes. Um, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Uh huh thank you for checking.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And you said you only received one of the payments?
[CUSTOMER][NEUTRAL] Yes, the, the one that I received was in the amount of 2091, and I received it two days ago.
[CUSTOMER][NEUTRAL] But there were let's see 1234, there were 5 other claims um separate from that one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I would
[CUSTOMER][NEUTRAL] I would have, I got notified the same day in the mail um.
[CUSTOMER][NEUTRAL] Like I received a letter from you and it had all five of the claims all inside of that one envelope which sort of made me think that they had been processed and that they would be handled in roughly the same time but I, I did wait a couple of days from that first one,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just to see if maybe they were still changing the digit or something like that um but since that first one came in 2 days ago I haven't received any of the others and I just wanted to check and see if there is any chance that maybe um they fixed.
[CUSTOMER][NEUTRAL] That one claim with that one issue of that single digit off if they maybe did not fix the other claims.
[AGENT][NEUTRAL] I'm trying to pull all of them and see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You.
[AGENT][NEUTRAL] OK, so you got the first one.
[AGENT][NEUTRAL] OK. Let me see if I can get in touch with the person who fixed the first one and see what happened to the wrist, OK? Do you mind holding for me?
[CUSTOMER][POSITIVE] No, I don't mind holding I appreciate your help thank you very much.
[AGENT][POSITIVE] OK. Thank you. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for Mr. [PII]. OK, um, Miss, Miss [PII] is the one that did the process and she's not in right now. Um, I see the notes she placed on the policy indicating that it was gonna be all refunded or, you know, changed to the new policy to the direct deposit and sent back to you, but I don't see, uh, I don't see her request where I can be what happened.
[CUSTOMER][POSITIVE] Uh huh thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So, um, is it OK if I send her a um request for review and a call back for tomorrow?
[CUSTOMER][POSITIVE] That would be fine. I appreciate you, you doing that. I, I know that she did it, um.
[CUSTOMER][NEUTRAL] I know for sure she did it with one of them because I've received that one and I don't doubt that because she told me what you just said she said that she would get it fixed on all of them, um, but it could be that maybe like I know she did her part she told me that she would but I I don't know if maybe there was a breakdown.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] After that with whoever the next party is because it's that that's the only reason I'm calling is because I did get the one actual deposit into my bank two days ago and I just would have assumed that by now um that all of those.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Would have deposited 2 days later if they had gone in and fixed it like she described.
[AGENT][NEUTRAL] Yeah, and that's what, yeah, yeah, that's what I was looking for. Mhm. Yes, yes.
[CUSTOMER][NEUTRAL] Yeah, but yes, if he can call me back about it tomorrow.
[CUSTOMER][NEUTRAL] That's fine because I mean it's nothing urgent um that has to be fixed today and if she could just call me back tomorrow let me know how things are looking that that'll be fine.
[AGENT][NEUTRAL] OK. All right. So I'll go ahead and send this email. I already got it ready um to [PII] and ask her to give you a call back tomorrow and to review those payments to see, make sure that they were all um requested to be changed and direct deposited again, OK?
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's all I appreciate your time and help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good afternoon. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.