AccountId: 011433970860
ContactId: 733d8312-6cd6-4009-aaa5-a265f68322fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186570 ms
Total Talk Time (AGENT): 81190 ms
Total Talk Time (CUSTOMER): 89145 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/733d8312-6cd6-4009-aaa5-a265f68322fd_20250106T17:33_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII]. I was curious. I, um, filed a claim. It was the last claim that I filed and I have not received a check and I was just curious if you guys paid me or um I no longer have APL, but it was um one that I went back and did.
[AGENT][NEUTRAL] OK, um, do you have the policy number by any chance?
[CUSTOMER][NEUTRAL] Um, I'm on.
[CUSTOMER][NEUTRAL] Give me one second, I'm on APL right now. Policy number, yes, 01618522.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And I need to verify the mailing address, email address, and a callback number.
[CUSTOMER][NEUTRAL] Um, [PII], um, callback number [PII]. And what else do you need to verify?
[AGENT][NEUTRAL] OK. The email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so it looks like um we processed and sent a check to you on [PII]. Let me see what it was done. Let's see that was processed the [PII], so the check went out on the [PII]. So you have not received that.
[CUSTOMER][NEUTRAL] I have not. Um, do you know how much the check was for?
[AGENT][NEUTRAL] It was for $172.93.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have not received that. So should, do you think that's just because.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It could be due to the holidays, um.
[AGENT][NEUTRAL] I'm not sure, but, um, what we need to do is wait at least 30 days to cancel and reissue. We cannot reis issue before the 30 days, especially when it's the holidays because it may get there and then, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, yeah, I just wanted to ask what the status was, so then, um, 30 days would be on 117, is that correct?
[AGENT][NEUTRAL] Yes. Mhm.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, so if I don't receive anything by [PII], then call you guys back, um, to, to about that check, right?
[AGENT][NEUTRAL] To cancel and reissue, mhm, yes, correct, yes.
[CUSTOMER][POSITIVE] OK, I will make a note to do that. Thank you.
[AGENT][POSITIVE] Welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, yes, just to clarify, that check is coming to me and not like any of my, you guys didn't pay Aetna or somebody else, correct?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, no, it's going to your address. It's under your name. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Excellent. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] OK.