AccountId: 011433970860
ContactId: bdd8116d-fbed-4f73-89d2-ef992335fd19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397000 ms
Total Talk Time (AGENT): 243240 ms
Total Talk Time (CUSTOMER): 136928 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/bdd8116d-fbed-4f73-89d2-ef992335fd19_20250212T15:43_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hold on, give me a second, ma'am. Uh, my name is uh [PII]. Last week I fetched y'all off some stuff, and I would just like to know if you receive it or not.
[AGENT][POSITIVE] OK, I'm so sorry. What was your name?
[CUSTOMER][NEUTRAL] Uh [PII], first name, [PII]. Last name [PII] [PII], ma'am.
[AGENT][NEUTRAL] [PII]. OK, Mr. [PII], you're wanting to verify if we received some information that you faxed. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm. Last week, yes, ma'am.
[AGENT][POSITIVE] Yes, so I can check that for you, Mr. [PII]. What is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please, Mr. [PII].
[CUSTOMER][NEUTRAL] It is, uh, hold on, give me a second here, see what number it is 256-603-0.
[AGENT][NEUTRAL] OK, 256-603-0, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] All right, thank you. Give me just a couple of moments to get your information pulled up, please.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and any information, Mr. [PII] that I do provide for you today will be a verification.
[AGENT][NEUTRAL] ation of benefits and not a guarantee of payment and I will need to verify some things with you first for security. So first off, Mr. [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII], ma'am.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And the next piece of information to verify will be your email I'm sorry, your mailing address first.
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and your mailing address?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, that's number is [PII].
[AGENT][NEUTRAL] That's OK. I need both of them.
[CUSTOMER][NEUTRAL] [PII], ma'am, zip code [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Now, we also have another address for your mailing. We have that for your physical address, but we have something different. OK. All right.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII] that's my [PII]. Yes, ma'am.
[AGENT][NEUTRAL] Same city and zip.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. And then the phone number we have for you, Mr. [PII] is the same as the one you gave me, so that is the best number, is that correct?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's the best number, yes ma'am.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] See, I'm trying to see if would I receive anything cause I know when I go to [PII], they got to do a PET scan and catch another scan on me once that through me. I'm trying to figure out how much that's gonna be so I can have the money take with me to put the down payment on it. Yeah.
[AGENT][NEUTRAL] Oh, OK, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so your claim, we did receive some information on the [PII]. It shows that is in line for review, Mr. [PII]. It has not yet been reviewed, but we did receive.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK then, so you don't know how long it will be, ma'am?
[AGENT][NEUTRAL] Typically the turnaround time is approximately 10 business days.
[AGENT][NEUTRAL] On the 7 to 10 business days is the typical or approximate, I should say approximate depending on the amount of information that has to be reviewed um but let me see, did you create your profile in our portal?
[CUSTOMER][NEUTRAL] Oh yes, ma'am.
[CUSTOMER][POSITIVE] Yes ma'am, I did do that.
[AGENT][NEUTRAL] You did OK and I did see where you have opted in for text notification alerts that you should receive a text once you once it has been reviewed. Now also Mr. [PII], you can go into your portal and you can add in direct deposit information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So that if we're able to pay benefits to you, they could be electronically deposited instead of a paper check having to be mailed because when we mail the checks it that can take up to another 10+ business days to be received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I, OK, so I just go on and just your portal and do what now?
[AGENT][NEUTRAL] Yeah, right, and that user guide that was emailed to you before along with your claim form, um, the instructions for how to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What was the name of that portal again, ma'am?
[AGENT][POSITIVE] Secured.
[CUSTOMER][NEUTRAL] Can you give me the name of it?
[AGENT][NEUTRAL] Uh-huh, [PII]. [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And the email that was sent to you came from [PII]. And that
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was it [PII] [PII]. I mean [PII], I mean whatever.
[AGENT][NEUTRAL] It was sent to your, no, the, your work email.
[CUSTOMER][NEUTRAL] OK alright.
[AGENT][NEUTRAL] Let's see, let me verify that, but I'm pretty sure because I have spoken to you before.
[CUSTOMER][NEUTRAL] OK. Sorry about that, ma'am. Don't bother me like that.
[AGENT][NEUTRAL] That's OK. That's OK. So, um, yes, it should have been sent to your work, to that email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one sec. I'm just trying to double check because I can see where we had your other personal email on file at once, but because your employer.
[CUSTOMER][NEUTRAL] Alright then, and they will let me know.
[CUSTOMER][NEUTRAL] Now, so when I go on there to put my checking account number now, so I put in there, can I give it, I can't do it to y'all.
[AGENT][NEUTRAL] No, I can't take that information over the phone. No, sir.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] Now, I can email you a direct deposit form.
[CUSTOMER][NEUTRAL] Yeah, they email me that.
[AGENT][NEUTRAL] Or you can just log in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what do, how do I do that just print it out and put it in there?
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] And then you would have to
[CUSTOMER][NEUTRAL] That's back back to you.
[AGENT][NEUTRAL] Well yes sir you would email it.
[AGENT][NEUTRAL] Back to the care team, the same email that it's going to be received from.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then it will take a few days obviously to get that processed and in the system and then you can also log in and add it if you want to, but I will email you that.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bank draft authorization form in just a couple of minutes.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] All right. Well, you're very welcome. So is there anything else that I can help you with?
[CUSTOMER][POSITIVE] Oh, that's it, man. I appreciate you.
[AGENT][POSITIVE] Well, you're certainly very welcome and thank you again for calling APL. I hope that you have a very nice day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too, ma'am.
[AGENT][POSITIVE] Ah, thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.