AccountId: 011433970860
ContactId: a0ea83b0-62a4-4fe9-bd46-ce77cceb4ddc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225389 ms
Total Talk Time (AGENT): 134727 ms
Total Talk Time (CUSTOMER): 76572 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/a0ea83b0-62a4-4fe9-bd46-ce77cceb4ddc_20250311T22:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was actually calling to find out the status of my, the payment of my claim that I um faxed over.
[AGENT][NEUTRAL] Sure, I can take a look at that claim for you. um, what was your name?
[CUSTOMER][NEUTRAL] Um, [PII] is the last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then figure, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, yes, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's um 025.
[CUSTOMER][NEUTRAL] 919-61.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick, uh, figure, can I get your date of birth please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it's an iCloud account.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying that information [PII] um, OK, now was this claim, uh, for you or was it for, um, is it [PII] I think.
[CUSTOMER][NEUTRAL] For me, yeah, it was for me.
[AGENT][NEUTRAL] It's for you, OK, just a moment.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I faxed it on, yeah.
[AGENT][NEUTRAL] OK, yes, so I do see that we've received some claim information, uh, that was received [PII], um, and it is, uh, in line, it's currently being processed, so it can take about 7 to 10 business days for claim information to complete processing, but we did definitely receive it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, do they, how is that paid? Is that paid? Do they just mail a manual check?
[AGENT][NEUTRAL] Typically yes unless you had set up a direct deposit and it does not look like you did um so right so for this check yes it would be we would be mailing a paper check in the mail uh going forward if you prefer um you can fill out we have a direct deposit form um on our website uh or do you have access to our online portal?
[CUSTOMER][NEUTRAL] No, I didn't. Yeah.
[CUSTOMER][NEUTRAL] I did um I I think I do. Is there any way to get that? is there any way to get that form emailed to me?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely the direct deposit form.
[CUSTOMER][POSITIVE] Yeah, because it probably it's gonna be, yeah, so much easier to do.
[AGENT][POSITIVE] Definitely.
[AGENT][POSITIVE] Absolutely I always prefer that it's not just quicker but I feel like it's a lot safer um OK and then let's see, uh, just to the iCloud account that we've got for you.
[CUSTOMER][POSITIVE] Yeah, yeah, that'll be great.
[AGENT][NEUTRAL] Alright, OK, I will go ahead and send that now, um, and then just if you'd like I'll still go ahead and send a link to our website, um, if you needed that information as well and was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, no, that's it, but for this claim, it's gonna go with the manual and going forward.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Correct, um, so the only reason why it wouldn't is if for some reason after it completes processing if we're maybe missing some information or something like that and it would have to be reprocessed, you would then have that opportunity to, you know, it, uh send us this information and then it could potentially pay that way.
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But assuming it processes without a hitch, then yes it will be a paper copy mailed to you.
[CUSTOMER][NEUTRAL] Yeah, no, no, no, um.
[CUSTOMER][POSITIVE] OK, that's fine, and I'll just fill it out for the next one. OK, great, thank you very much. I appreciate it.
[AGENT][POSITIVE] Right, you are very welcome. Yes, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Same to you. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.