AccountId: 011433970860
ContactId: c75988de-4beb-4e3a-b638-77ea36875eaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 587719 ms
Total Talk Time (AGENT): 258035 ms
Total Talk Time (CUSTOMER): 293814 ms
Interruptions: 7
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/c75988de-4beb-4e3a-b638-77ea36875eaf_20250102T20:43_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], my name is [PII]. Uh, I'm sorry I don't have my policy number, but I, can I give you my social security number?
[AGENT][POSITIVE] Yes, absolutely, [PII], you can.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you, it's, it's [PII].
[CUSTOMER][NEUTRAL] And it's uh regarding uh con continuation of benefits, I just wanted to verify I I saw that that it said progress but uh when I went to view the file um.
[CUSTOMER][NEUTRAL] I, I only have like, uh, only 2, pods.
[CUSTOMER][NEUTRAL] For forms that were um.
[CUSTOMER][NEUTRAL] There and I had submitted, I, I think 5.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the [PII].
[CUSTOMER][NEUTRAL] Um, I had reset the file.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] As a PDF that I, uh, but it only shows the 11 page of that but can you just verify that all all pages were received? I actually think I, I, um, end up spending more than what I needed to, um, as, as far as the benefits because the, uh, the claim, uh, the, uh, representative that I had spoken to, I had asked for a, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, claim form and, uh, I think she sent me just a whole new claim form itself, not, not the uh the usual three pages of the.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The insurance statement which I usually uh fill out and then uh I have my physician fill out.
[CUSTOMER][NEUTRAL] With regards to voice.
[AGENT][NEUTRAL] OK, all right, [PII].
[CUSTOMER][NEUTRAL] I'm sorry. I'm.
[AGENT][NEUTRAL] Sure, no, no, that's OK. um I can check I can check on your claim. That's not a problem at all. Can I get your callback number, sir, just in case our call is disconnected I'll be able to return the call.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then let me go ahead and try to pull your policy up and let's get you verified so I can look at those um.
[AGENT][POSITIVE] Benefits for you as far as the claims goes.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me, please, sir?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you. And then I'm also going to need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Um, [PII] and [PII].
[AGENT][NEUTRAL] OK thank you I appreciate you verifying that for me so from what I understand you did go on to the online service center and you saw that you had claims in there but you feel like there should have been more than more pages than what we received is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Well, exactly, yeah, I just, I just wanna um.
[CUSTOMER][NEGATIVE] Because it's not showing me the, the, uh, the full, uh, PDF file. It's, it's just kind of show you, showing me the first page. I know the first time I submitted it, which was, I think on the [PII], or, um, I one only one page went through and I realized, oh yeah, I did go back in and I, I, uh, resent the um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The paperwork again with the uh the the uh.
[CUSTOMER][NEUTRAL] The complete uh paperwork, um, but actually again it was it it was a different, um, it was like your your your standard um claim form, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That that not the uh it happened not to be the uh the APFA claim form that they usually send to me and she had uh sent me the forms which I filled out anyway. It just was more documentation than what I probably needed to, but I just wanted to make sure they at least had all five pages that were sent the second time around the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On the [PII], OK, and that was the day that you sent the paperwork, is that correct?
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] OK. I'm looking at the um [PII].
[AGENT][NEUTRAL] And I'm showing that um.
[AGENT][NEUTRAL] The claim was paid.
[AGENT][NEUTRAL] $1550.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me look at this real quick. Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get the um it looks like it's still in process because it's a claim, um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I just received and looks like they're still processing it as a check.
[AGENT][NEUTRAL] Um, I don't have the actual check number yet, which tells me that they've just done it.
[AGENT][NEUTRAL] Um, but you will be getting a check for $1550.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will that be direct deposit into my account like they usually done?
[CUSTOMER][NEUTRAL] Or, or, or did they not just because of the uh the form was different.
[AGENT][NEUTRAL] It it may be because um I what I can do is I can transfer you on over to um the claims department because I do see all of the other payments were made by direct deposit we can talk to them let you talk to them and see why um it's under check status right now.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK, it's gonna be a brief hold. Yes, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, yes, yes.
[AGENT][NEUTRAL] I'm gonna be a brief hold and I'm gonna transfer you on over there, sir. Is there anything else I can help you with before we go on over to the claims department?
[CUSTOMER][NEUTRAL] Yeah, no, I just, um, I'm still, I'm still out. I haven't, uh, returned back to work, um, which the doctor has be expected to return as of, uh, I think the [PII] so far, so I just wanted to get up to date so the claim examiner goes on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. OK, so it's gonna be a brief hold. I'm gonna transfer you on over and I'm glad that you're getting better and you're gonna be able to go back to work soon.
[CUSTOMER][POSITIVE] Thank you, I'm looking for it's a long process with like.
[AGENT][POSITIVE] Yes, sir. You're welcome. I'm gonna transfer you over there now. Thank you so much, [PII]. You have a good day.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too and have
[CUSTOMER][NEUTRAL] Bringing
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. I've got um insured [PII] on the other line, [PII]. His um policy number is 2243793. He called in to check about his claim, and I do show that it's in check status that it just happened, um.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] He's wanting to know he's on the other line he wants to know if that's going to be sent direct deposit like all of his other ones because it's under check status he wanted to make sure that he was getting direct deposit.
[CUSTOMER][NEUTRAL] But you know it it don't change over to generate overnight. As long as you see that why where he set up a direct deposit, it's never gonna change, but once we process the claim until it generate overnight, it's not gonna hop over to the DI until it generates overnight. So anytime you see that why we in our way we stay on direct deposit unless you don't see it out there where it's set up on direct deposit. So you see the why, uh-huh, uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, all right. I do, I do. Yes, ma'am. All right, thank you for explaining that to me, [PII]. I'll let him know. OK, bye-bye.
[CUSTOMER][NEUTRAL] OK. Mhm. OK.
[CUSTOMER][POSITIVE] You're welcome. OK. All right. Thank you. Bye-bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So I just talked to the claims department for you um just so I didn't have to transfer you again but um I spoke with Ms. [PII] who who um processed the claim, and she said the reason why it's in check check status right now is because the claim was just processed today and when it.
[CUSTOMER][NEUTRAL] That boy right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Go overnight through the computer system, it will change to direct deposit.
[AGENT][NEUTRAL] And you're on direct deposit she told me as long as you stay on direct deposit and don't tell us, you know, to take you off that, it will always go direct deposit.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, that's great. I appreciate it so much. Look into that. I appreciate.
[AGENT][POSITIVE] Yeah, that's great news. You're welcome, [PII].
[CUSTOMER][POSITIVE] Very much. You take care. Enjoy the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. You have a blessed [PII] too, [PII].
[CUSTOMER][POSITIVE] Take care bye.
[CUSTOMER][POSITIVE] Thank you so much. Talk to you soon bye bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye-bye.