AccountId: 011433970860
ContactId: a60987bd-719f-4c2f-aea1-da52f3ff307a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 590260 ms
Total Talk Time (AGENT): 169034 ms
Total Talk Time (CUSTOMER): 171276 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/a60987bd-719f-4c2f-aea1-da52f3ff307a_20250113T14:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh yes, I wanted to check on a claim.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] That um has not been that I have not gotten the check from.
[AGENT][POSITIVE] OK, yes, I can check on that.
[CUSTOMER][NEGATIVE] I called about it a couple of um weeks ago or maybe a week ago and they said to wait 30 days, but I had filed another claim on the [PII] and already got the payment for that so I just wanted, I think the check is lost.
[AGENT][NEUTRAL] OK. I can check and see if we're still on the time frame to reorder, OK? Um, what is the policy number?
[CUSTOMER][NEUTRAL] Um, my policy number is 00708382.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and I need um the mailing address and email address for verification.
[CUSTOMER][NEUTRAL] [PII]. Email is my last name [PII].
[AGENT][POSITIVE] Perfect, thank you.
[CUSTOMER][NEUTRAL] This is American public life, the cancer policy.
[AGENT][NEUTRAL] OK, so you got, you received the one for [PII]?
[CUSTOMER][NEUTRAL] Yes, I did. The one for [PII] was completed on [PII] and we have still not received that payment, but [PII]'s was received on [PII] and I got her Saturday in the mail.
[AGENT][NEUTRAL] OK, and yeah.
[CUSTOMER][NEUTRAL] So I'm thinking the one for [PII] has been lost.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right. Well, the one for [PII] is a little bit higher, so more than likely it went out probably a couple of days after, um, because it needs to go through, um.
[AGENT][NEUTRAL] Thr another system to clarify.
[CUSTOMER][NEUTRAL] But, but I thought.
[CUSTOMER][POSITIVE] But I had filed that one. I mean like it's been almost a month and usually I get them it's very prompt that I get the checks back in the mail.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So the last person I talked to said if I don't get it to call him back, call you back.
[AGENT][NEUTRAL] Mhm. Yeah, we usually need to wait 30 days to be issued um.
[AGENT][NEUTRAL] Let me check and see what we can do because yes it's still not quite the 30 days, OK? So let me just go ahead and check and see what we can do about this one. do you mind holding for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] It's like. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right. So, um she said I can go ahead and submit the request now, um, because it's really close to that day, but, um, to ask you to make sure that you want us to cancel it because since it was on the [PII] and we had the holidays and it was two holidays in a row, plus weather and stuff, it still may be on the way and if you get it, it will have, you will have to wait for the second one.
[CUSTOMER][NEUTRAL] Well, I just thought that was weird though.
[CUSTOMER][NEUTRAL] I just kind of thought it was strange that the one I, I issued, I got, I requested the [PII], the, you know, [PII] already came in, so that's why I was questioning why the [PII] 1 hadn't come in yet. So, um, so you're just gonna cancel that check and reissue a new one, is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you would like me to do that, yes, I can do that but again, and you will have to wait. If you get the other one, you cannot cash it. Uh, you'll have to wait until this one goes out. Yeah, and the reason for that, yeah, mhm, the reason for that difference that you see that you got the, this, the other one first is the, the amount.
[CUSTOMER][NEGATIVE] Oh no, I won't, I won't.
[CUSTOMER][NEUTRAL] Yeah, I will, um,
[AGENT][NEUTRAL] Um, the amount of $75 is way lower than the $6000. The $6000 will go to audit, which it takes a little bit longer to go out than the $75 because that was just a wellness, so that's the reason.
[CUSTOMER][NEUTRAL] OK, well, do you think I should still wait till the [PII] and then call back or just go ahead and get a new one? What do you think?
[AGENT][NEGATIVE] I will wait. I, I, I mean, I would hate for you to get it like today or tomorrow and I have to wait another week.
[CUSTOMER][NEUTRAL] OK, I just know it's never taken this long before with other checks that large, but OK, well I guess just wait and then I'll call you back on the [PII] if I don't get it, is that correct?
[AGENT][NEUTRAL] Yeah
[AGENT][MIXED] Yeah, yes, yes, that will be, that will be the best thing because I would really hate for you to get it today or tomorrow in the mail and you cannot cash it. You'll have to wait another week. We have to get it again. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, well, so if I don't get it by the the [PII] is what Thursday if I don't get it by Thursday, just call back and it shouldn't be a problem then you'll just issue a new one that's the 30 days, right? OK, OK, alright, well I just was just kind of curious when I got that last one I was like, well wait a minute, I should have gotten the other one before that, so I just wanted to check, but.
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct. Yes. Yes. Yes. Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's fine, I understand.
[CUSTOMER][POSITIVE] But I appreciate you helping me and I'll just keep checking the mail.
[AGENT][NEUTRAL] All right. OK. Is there anything else I can help you with today, Morge?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No, that's all. I appreciate it very much.
[AGENT][POSITIVE] You're welcome. You have a good day. Thank you for calling APL. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.