AccountId: 011433970860
ContactId: 987f1fdb-e3aa-470e-a99e-b15d9eef3b16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500079 ms
Total Talk Time (AGENT): 133136 ms
Total Talk Time (CUSTOMER): 163181 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/987f1fdb-e3aa-470e-a99e-b15d9eef3b16_20250625T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I am calling um because I see that you all have um I guess revamped your online.
[CUSTOMER][NEUTRAL] Access or for me anyway, so I'm not able to look online and check the status of a claim or can you direct me to how to do that?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Uh, yes, do you have your policy number?
[CUSTOMER][NEUTRAL] I um.
[AGENT][NEUTRAL] Um, I can
[CUSTOMER][NEUTRAL] Just any cause I have several.
[AGENT][NEUTRAL] Um, are you, so are you with the provider or are you, is it for yourself?
[CUSTOMER][NEUTRAL] It's for me.
[AGENT][NEUTRAL] OK, um, I can look up your policy by your last name or social.
[CUSTOMER][NEUTRAL] The last name is [PII] S.
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII] R.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I found your account. Let me pull that up.
[AGENT][NEUTRAL] OK, and Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your address and email address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Um, yes, so when you go to the new website, it's [PII], you'll need to create your OSC account.
[CUSTOMER][NEUTRAL] I've done all of that. I'm actually on the website it's just different, so I'm, and it's not, it didn't like give instructions as to how to navigate the new website.
[CUSTOMER][NEUTRAL] But um
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Are you wanting to?
[CUSTOMER][POSITIVE] And being on the phone with you I think I'll find what I'm looking for um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wanted to get to find out how to see what's going on with the claims I just filed.
[AGENT][NEUTRAL] OK. Um, so,
[CUSTOMER][POSITIVE] But um I think I found them.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] I can find to upload.
[AGENT][NEUTRAL] Yeah, if you go to my policy, there'll be my details and then claims. There'll be two tabs there on the left hand side.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you should be able to see what claims are loaded.
[AGENT][NEUTRAL] Is there a data service you'd like me to check on while we're on the phone, or?
[CUSTOMER][NEUTRAL] No, I'm looking at them it says um in progress still.
[AGENT][NEUTRAL] Um, which
[CUSTOMER][NEUTRAL] So, um, if they're all like still pending or whatever.
[AGENT][NEUTRAL] Which uh policy?
[CUSTOMER][NEUTRAL] Uh, uh, I don't, I'm, I'm looking at the claims right now the policy number, the policy number is not on the claim, I don't think.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I'm not sure if this underline underline is the policy number.
[CUSTOMER][NEUTRAL] Let me um
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Is it for like an accident or
[CUSTOMER][NEUTRAL] OK, so the policy.
[CUSTOMER][NEUTRAL] I just filed it under the um.
[CUSTOMER][NEUTRAL] OK, policy number 2184701.
[AGENT][POSITIVE] OK, perfect. Let me see.
[CUSTOMER][NEUTRAL] Yeah, the status is still pending on all of them.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And was it claims for yourself?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, there's both one pays for myself and one for my son.
[AGENT][NEUTRAL] No, let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So these for Christians show that they've been processed, but
[CUSTOMER][NEUTRAL] So it says process claim, but then the status is in progress.
[AGENT][NEUTRAL] Like we, OK, is that for?
[AGENT][NEUTRAL] Does it have a claim number 3617066?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Yeah, it looks like we just processed it. Let me look and see.
[AGENT][NEUTRAL] I don't know why
[AGENT][NEUTRAL] It looks like it's set to pay 100 and it was just processed, so the check should release.
[AGENT][NEUTRAL] Um, or, are you, do you have direct deposit?
[AGENT][NEUTRAL] Or did you switch back to check?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No I have direct deposit.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, uh, can I place you on a brief hold? Yeah, I'm not sure what's, what, what, um, why it hasn't released. Um, is it OK if I place you on a brief hold and I'll see what's?
[CUSTOMER][NEUTRAL] It probably has been released because my payment date is the [PII] of the month, which was yesterday, like I have an automatic draw for my, my um premium payment and, and it typically doesn't process until like the [PII] or [PII] of the month, so that's probably what it's waiting for.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, yes, I see the pay date.
[AGENT][NEUTRAL] OK, so yes, once the premium is captured then it releases.
[AGENT][NEUTRAL] Uh, the payment. Um, so it should just be a few more working days.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But you said you had one for yourself as well, is that right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But they're all um still pending. None of them show as processed.
[AGENT][NEUTRAL] OK, yeah, I, I show that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes, um, if you can just allow a few more working days and then that should, um, update.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.