AccountId: 011433970860
ContactId: 892e57ff-b10d-41b6-b025-c69f0ee7e80a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310609 ms
Total Talk Time (AGENT): 135272 ms
Total Talk Time (CUSTOMER): 144595 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/892e57ff-b10d-41b6-b025-c69f0ee7e80a_20250425T14:43_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I, I have a question. I keep filing, I haven't keep, have to keep refiling my claim forms, um.
[CUSTOMER][NEUTRAL] I found out I got, I was doing them kind of fast the other day and then I got to thinking about my dates. I had to change my dates because they weren't right, but then I realized I never signed them, so I had to resubmit them again today signed. So why did y'all deny my automobile accident claim?
[AGENT][NEUTRAL] OK, I can check and see why. Um, what is the policy number?
[CUSTOMER][NEUTRAL] Um, 359-256-2.
[AGENT][NEUTRAL] OK, and may I have your name and a callback number?
[CUSTOMER][NEUTRAL] Wait a minute, is that it?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And it's, um,
[CUSTOMER][NEUTRAL] Do you want the name of the company? Is that what you said?
[AGENT][NEUTRAL] No, a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Or maybe I did pay my automobile accident.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] OK, the policy number you provided to me is not correct. Was that the claim number probably?
[CUSTOMER][NEUTRAL] Oh, OK. The policy number is 254-584-6.
[CUSTOMER][NEGATIVE] Y'all did pay my automobile policy, never mind, but I have all these other claims and it's like they're all zeros.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, I can search. Um, may I have your date of birth, mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] OK, [PII]. My address is [PII], and it's [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Because I realized the first time I filed I didn't have a claim. I realized I said I didn't fill out the claim form, OK, so then I had to fill out the claim form, send it in with my documents. Then I realized today I didn't sign the claim form, so then I had to resubmit everything again on [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and bear with me just a second because I do see a lot of submissions. I don't see a lot of claims being processed. I do see a lot of submission. Um, every time you submit a claim it's 7 to 10 business days for somebody to process that claim, um, so it, it's in line to be processed, but it has not been processed just yet, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And again, we do.
[CUSTOMER][NEUTRAL] The only ones, the only ones that are relevant is the 425 claims because I signed the claim form.
[AGENT][NEUTRAL] OK, and those, um, yeah, and those are the, and those are the ones that are pending.
[CUSTOMER][NEUTRAL] There's 5 of them.
[AGENT][NEUTRAL] So at this moment all we need to do is wait um once they are ready to process the claim they will open all of the documents and they will notice the difference. OK, yeah, they will open all of them because they need to check the date, make sure they're not obligated just so they will check everything. So they'll go ahead and file the ones that are correct and if there's anything else missing, they will let you know but um if you said that all the information is there, they're more than likely it's just gonna process accordingly, OK?
[CUSTOMER][NEUTRAL] Oh, all um OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so they just haven't been processed.
[AGENT][NEUTRAL] Correct, they have not been processed. They're in line to be processed. Mhm.
[CUSTOMER][NEUTRAL] OK, so they just put 0 on there because they're not processed.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] It means not that they're not claimed. OK, I got you.
[AGENT][NEUTRAL] All right. Mhm.
[AGENT][NEUTRAL] OK, so once they're completed you're gonna see a claim number right beside each one of them and that's how you know they were processed, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And let's see, wait one minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know what that's about, um.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Alright, is there.
[CUSTOMER][POSITIVE] Uh, that's all I wanted to know, yeah, OK, I just haven't given enough time, but I finally have it in there correctly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, um, yeah, and once they review, they will know. We, we don't know because we don't do the reviews here. It goes to the claims department and from there they will go ahead and check all the documents in there. OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for explaining that to me.
[AGENT][NEUTRAL] You're welcome, Miss [PII]. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. Bye bye.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling ATL. Bye-bye. Have a good day.