AccountId: 011433970860
ContactId: 743c5d33-f17b-46c5-b48e-6c00cb880617
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 566880 ms
Total Talk Time (AGENT): 142192 ms
Total Talk Time (CUSTOMER): 167511 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/743c5d33-f17b-46c5-b48e-6c00cb880617_20250217T19:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, I was calling to check on my claim status.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And Ms. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 259-736-3.
[AGENT][NEUTRAL] OK, and let's see.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you say you're calling for claim status, correct?
[CUSTOMER][POSITIVE] He's correct.
[AGENT][NEUTRAL] And what's the claim for yourself?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you happen to have the data of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Of this year
[AGENT][NEUTRAL] Or last year, OK.
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] [PII]. OK, give me one moment.
[CUSTOMER][NEUTRAL] on
[CUSTOMER][NEUTRAL] I'll
[AGENT][NEUTRAL] 34 3.
[AGENT][NEUTRAL] OK, it looks like the claim was processed on [PII].
[AGENT][POSITIVE] And a check was sent direct deposit the next day.
[CUSTOMER][NEUTRAL] Yeah, so here's, yeah, here's the problem, um, my new policy, which is the policy number I gave you was to be effective [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So they were, they told me I waited until February to file the claim just to make sure that like everything had been processed and, and all of that stuff.
[CUSTOMER][NEUTRAL] So when I logged on to file the claim, I noticed that it still only had my policy there from [PII], which was a $3000 policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] They told me go ahead and submit it that they received the they had my application I guess from our employer and stuff for the new claim but that it was still in renewal processing and that if they paid out on the old claim then they would.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I could just call in and they would pay out the rest on the new claim because I paid out $4800 some odd dollars and I only got back $3000.
[CUSTOMER][NEUTRAL] When I have a $5000 claim that's been in effect since [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I did that
[CUSTOMER][NEUTRAL] And they said that they were reprocessing that claim to pay me out the rest and then I didn't have to send anything in or file a new claim because they already had it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And now this has been going on for over a week.
[CUSTOMER][NEUTRAL] When they already had everything.
[CUSTOMER][NEGATIVE] And you're telling me that there's no claim.
[AGENT][NEGATIVE] Well, I just said that the claim processed on the [PII], which you just saying that it should have been placed on this newer policy number you gave, and it was supposed to be repriced or uh.
[CUSTOMER][NEUTRAL] Right, but
[AGENT][NEUTRAL] Process on the on the newer one, but.
[CUSTOMER][NEUTRAL] Reprocess
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] And I said and I explained this to them last week where I was like well I'm concerned because I see nothing on my side showing that they're doing anything and.
[CUSTOMER][POSITIVE] She said don't worry it's being done da da da da dah, give us a call back on Monday and it should be completed.
[CUSTOMER][NEUTRAL] If I didn't see it and I don't see it.
[AGENT][NEUTRAL] OK, give me one moment. I'm gonna have to send this back to claims. Give me one moment, Miss [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one moment. I'm just sending them a request to review so I can reprocess.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, that was supposed to have been done a week ago.
[AGENT][NEUTRAL] Yeah, I show that you had spoke with someone and they said it would be reprocessed, but it doesn't look like a request had been sent, so I'm sending it right now. Give me one moment.
[CUSTOMER][NEUTRAL] So I'm gonna have to wait another week.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, I can send a request to have it urgent and have someone give you a call back, uh, to verify when it should be reprocessed, but hopefully it shouldn't be a week.
[CUSTOMER][NEUTRAL] Oh my [PII], they told they assured me last week that that was done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there any particular time, um, would be a good time to call you back?
[CUSTOMER][NEUTRAL] No, whenever.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm so sorry. I understand the extreme frustration, but um I just sent that request. I'll say.
[AGENT][NEUTRAL] Let me see if I want to give you a call back.
[AGENT][NEUTRAL] Today.
[AGENT][POSITIVE] But we'll get this taken care of for you. I'm so sorry.
[CUSTOMER][NEUTRAL] OK, I'll wait for someone to call me back.
[AGENT][NEUTRAL] OK, but I will place um
[AGENT][POSITIVE] A request for an urgent, uh, so they can get this taken care of and give you a call back, so you won't have to wait 7 days.
[CUSTOMER][POSITIVE] Thank you very much I appreciate that and I appreciate your help.
[AGENT][POSITIVE] Yes, ma'am, and thanks for calling APL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.