AccountId: 011433970860
ContactId: 9d8c4fa4-c59b-415c-98f8-f61759c28c62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 765169 ms
Total Talk Time (AGENT): 175404 ms
Total Talk Time (CUSTOMER): 183374 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/9d8c4fa4-c59b-415c-98f8-f61759c28c62_20250130T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, I have a quick question, um, regarding a claim I submitted on [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know if you need the claim number, but it does show that um the date it was completed uh the day after [PII].
[CUSTOMER][NEUTRAL] And that um there's like a payment amount. Usually when there's like a, like an actual benefit paid, I get like a
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Check on the mail for like whatever, you know, pay for. But uh um again, I, I don't know if there's a way to check whether the check was mailed or if it's going to be paid directly to the provider of service or like, I just wanna see, cause I haven't received the check, um, and I'm just, I wonder whether maybe it got lost or, or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can help you with the claim and where the check went to. Can you please give me your name and your contact number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] My name and what? I'm sorry, you're like cutting off.
[AGENT][NEUTRAL] What is your name and your callback number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, [PII] and uh cell phone is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. What is your policy number?
[CUSTOMER][NEUTRAL] Uh, my policy number is
[CUSTOMER][NEUTRAL] Uh, one second. Um, 2377436.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], just for security reasons, can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Uh, phone number is [PII]. Email, um, I'm not quite sure, but maybe it's [PII].
[CUSTOMER][NEUTRAL] And then what's the other one?
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] That was it. The phone number that you gave me, you've already verified it so uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm going to update your address because I noticed that instead of [PII] we have ME instead of [PII] so I wanna, I wanna fix that. I know you said you were getting your mail, but I wanna make sure that we've got it correct.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Yeah, so it's [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, that's what I just fixed that M to an N for you so we can make sure that we have it correct in our system.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. That bothered me. I had to fix it.
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] OK, alright, so, um, I do see that.
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][NEUTRAL] The claim that we reported on [PII], I do show that it was paid by check. Let me look and see where the check went to. It was, yes ma'am, let me check that real quick.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It went to you.
[AGENT][NEUTRAL] On [PII] for $479.50.
[CUSTOMER][NEUTRAL] Right, but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So for a fact, I did not receive it. Um, I, I mean, because I just checked today again and I have not received the check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, they usually like for us to wait 30 days because the mail is so slow, um, before we can void a check and reissue it.
[CUSTOMER][NEUTRAL] Can you confirm to what address it was sent?
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Cause if they went to the [PII] um
[AGENT][NEUTRAL] Yes, it was sent to [PII].
[AGENT][NEUTRAL] It did, it did.
[CUSTOMER][NEUTRAL] To the ME?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right, but did it say that doesn't say.
[AGENT][NEUTRAL] I'm gonna go ahead and put in the request.
[AGENT][NEGATIVE] I'm gonna put in the request because that ME could have messed it up.
[CUSTOMER][NEUTRAL] Right, I mean, so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I'm gonna I'm gonna put you on a hold real quick.
[CUSTOMER][NEGATIVE] No, first sight, that's what messed it up.
[AGENT][NEUTRAL] Yes, I'm gonna put you on hold real quick so I can get that request in for you gonna be just a.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] No problem, Miss [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[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] Hi Miss [PII], this is Toy back with you again. I'm sorry you had to wait so long, uh, but I did get that in for you for the, uh, check to be voided and a new check to be reissued to the updated address.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great. I appreciate it so much. I thank you. So, uh, more or less what's like the average time that it would take to, to, you know, like the reship and of the, of the check?
[AGENT][NEUTRAL] It takes 7 to 10 business days.
[CUSTOMER][POSITIVE] OK, great. Thank you so much. So there's nothing else that I need to do on my end, right?
[AGENT][POSITIVE] No, ma'am. I've got it handled over here for you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate it.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Thank you so much for calling ATL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye-bye.