AccountId: 011433970860
ContactId: c2c0757c-095c-4ce8-bbc0-1102316195fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364779 ms
Total Talk Time (AGENT): 199546 ms
Total Talk Time (CUSTOMER): 148103 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/c2c0757c-095c-4ce8-bbc0-1102316195fb_20250117T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking? How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning, [PII]. This is, uh, [PII]. I'm just calling, uh, to let you guys know that I was, uh, expecting a check from a claim and, uh, just let you know that I have not gotten it yet, still.
[CUSTOMER][NEUTRAL] Um, can you check on that, please? I can give you a policy number.
[AGENT][NEUTRAL] Yes, what's your policy number?
[CUSTOMER][NEUTRAL] OK, let me, let me just go, go ahead and go.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] Let me get my glasses here real quick.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's uh 23.
[CUSTOMER][NEUTRAL] 973 89.
[AGENT][NEUTRAL] OK, and what's a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh huh [PII].
[AGENT][NEUTRAL] Thank you for that information and one moment while I get your policy pulled up and then I'll have to uh have you verify some information. I'll be able to further assist you at that point with the status of that claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And your name is [PII]? Your name is [PII]? OK.
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] [PII]. And what is your date of birth and your physical mailing address?
[CUSTOMER][NEUTRAL] Yeah, yes.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][POSITIVE] Thank you and what is the email address we have for you?
[CUSTOMER][NEUTRAL] Uh, email should be [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that information and allow me one moment to be able to check the status on this claim, one moment. Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for your patience. One moment, Mr. uh [PII]. Mhm mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Now, I'm showing the claim was processed.
[AGENT][NEUTRAL] On um claim number 3,548,590 on [PII], that is a paper check, and we, we all we always tell insurers you have to allow up to 15 business days to receive it because that's depending on the, on the postal service. I mean there's been fires, there's been all kinds of things going on where the mail and packages have been delayed so um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] And unfortunately we wouldn't be able to uh cancel this and reissue it until 30 days until it's been outstanding for 30 days. So right now I'm just gonna advise you to just continue to uh look for it in the mail and you may wanna sign up for a direct deposit that way you don't have to be bothered with the cumbersome mail.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, I did, uh, I did, I did provide you the information for direct deposit.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, OK, alright, let's see if we have that on file, let's see.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, uh
[AGENT][NEUTRAL] Mm, send it in, you send it in with that claim, you send it in with that claim?
[CUSTOMER][NEUTRAL] When I received notice that
[CUSTOMER][NEUTRAL] Mm no, it was, I got like a notification from you guys uh through a pop-up window and then uh I went ahead and put in the information that was like on the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So I'm not seeing that any direct deposit information is on file for you. Did you do that through the online service center where you have your online account created?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, it was online, yes, yes, it was a line, yes.
[AGENT][NEUTRAL] OK, and you did it, you did it on the [PII]. I'm not showing that that information is, has come through.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm. I did it, I believe, on the [PII] or the [PII], as soon as I received notification that, that the claim was complete.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's so
[CUSTOMER][NEUTRAL] Um, maybe didn't go through, yeah, it might not have cut through.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah and it it did it did doesn't look like it it came through. I'm gonna suggest that you redo that again through the online service center and then call and see um if if it has uploaded um to the um to to to your account, OK? And that will be customer service mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so how do I
[CUSTOMER][NEUTRAL] So I'll go, I open my my account again and is there a link there that they can, uh, where exactly do I go?
[AGENT][NEUTRAL] There should be when you go to when you go to online service in our account and you log in there should be an option to uh add direct deposit information and that's what you wanna click on and follow the instructions, OK? And because it it would have applied to this claim because this claim we have to have so many days to process those uh direct deposits requests.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Mhm, mhm, OK.
[AGENT][NEUTRAL] So you know it wouldn't have caught this claim either way because this claim processed on the [PII], uh huh so it just seemed like it, it didn't I I don't know it seemed like something kind of really uh quirky happened there and my suggestion is you log back in and you click on add direct deposit information from there, OK?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. OK, ma'am. um, I do thank you so much.
[AGENT][POSITIVE] All right. All right. Anything else I can help you with today? You're welcome.
[CUSTOMER][POSITIVE] No, ma'am, you've been a lot of help. Thank you so much. OK.
[AGENT][POSITIVE] All right, Mr. [PII], have a great day and thanks for calling APO bye bye.
[CUSTOMER][NEUTRAL] You guys too bye bye.
[AGENT][NEUTRAL] Bye bye.