AccountId: 011433970860
ContactId: c8815631-76bf-4a28-a3ac-e2e42737b7f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448660 ms
Total Talk Time (AGENT): 158216 ms
Total Talk Time (CUSTOMER): 154059 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/c8815631-76bf-4a28-a3ac-e2e42737b7f4_20250128T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was talking to [PII] yesterday, and she answered a few questions for me. It was the main question I forgot to ask her, and, uh, I called twice and I had she voicemail. I'm just really curiosity because I just use the cash, um, could she told me my uh claim was approved and how much and everything. Uh, I just wanna know when the funds will be dispersed.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, mister. May I have your name, please?
[CUSTOMER][NEUTRAL] Is [PII]
[AGENT][NEUTRAL] All right. And do you have a policy number with us?
[CUSTOMER][POSITIVE] Yes, I do. When you're ready, are you ready?
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] OK, it's 00810367 and it's on company 22.
[AGENT][NEUTRAL] Alright, and let me just a second so I can pull up your boss.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, Mr. [PII], um, give me just a second. System is loading. Um, I wasn't able to pull up the policy number. I'm gonna verify if I have the numbers right. 00810367.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 367
[AGENT][NEUTRAL] 367.
[CUSTOMER][NEUTRAL] 00810367 correct and like I said it's under company 22.
[CUSTOMER][POSITIVE] I know that the the few people I've spoken to, they said that makes a difference.
[CUSTOMER][NEUTRAL] Cause they have to go into a whole different screen or something like that.
[AGENT][NEUTRAL] Mhm, yes, um.
[AGENT][NEUTRAL] Just try something else.
[AGENT][NEUTRAL] Is there any letters by any chance before the policy number?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][NEGATIVE] It is weird that I'm not being able to pull up anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you mind if we use your social security number?
[AGENT][NEUTRAL] If we have
[CUSTOMER][NEGATIVE] I will not give you my Social Security number over the phone. No, I, long story short, I had my identity stolen. I am very nervous about giving my Social Security over the web over anything.
[AGENT][NEUTRAL] It is all right, OK, because I am not being able to pull up anything with the policy number. Um, I will try to pull it up with uh.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEGATIVE] You're the second person had that problem once I said Company 22, they were able to find it right away, um.
[CUSTOMER][NEGATIVE] I don't think you're gonna find it cause the last person who couldn't find it.
[CUSTOMER][NEUTRAL] Want to use the social security number too, um, I don't know. I, I guess I'll just get a call back later because, um, not, not meaning you you, you just, I don't know if you're going under Company 22 or you know what that means, but that it's under there, it's, it's in there it's a whole different thing they told me.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I'm gonna try to do that way with the company number.
[CUSTOMER][NEUTRAL] Yeah, I don't know that's what happened, um.
[CUSTOMER][NEUTRAL] to another person many times ago. Well, I've been trying to get this money since December, so I've spoken to several people.
[AGENT][NEUTRAL] OK, um, Mr. [PII], um, I can do another type of search which is using, um, just your name and last name, but I will want to verify if, let's see, I have it written correctly, [PII] or [PII]?
[CUSTOMER][NEUTRAL] Oh, [PII]
[AGENT][NEUTRAL] And your
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] And if you can't, like I said, I'll just call back later and uh hopefully Miss Miss [PII] gets back to me or maybe when if you can, you can leave her a message to give me a call and that seems to work.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, I.
[CUSTOMER][NEUTRAL] Because it seems like sometimes when I leave her a message, she says she don't get them. I don't know. I don't know why.
[AGENT][NEUTRAL] Yes, it depends if um they go directly to her phone um line. um OK, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, I was able to find it.
[CUSTOMER][NEGATIVE] Oh great. That's why you know the funds gonna, uh, do I have to wait till next month to get these funds dispersed, uh, uh, not to be, uh, rude or anything, but like I said, I'm waiting for this money since [PII]. So if I have to wait till then, that's like two months.
[AGENT][NEUTRAL] Yes, we don't want you to be waiting too long on it. OK, let's see.
[AGENT][NEUTRAL] And it's for a dental policy.
[AGENT][NEUTRAL] I don't know. Disability. OK, it is disability.
[CUSTOMER][NEUTRAL] No, disability.
[AGENT][NEUTRAL] Alright, Mr. [PII], what I can do right now is I will go ahead and place a ticket um that we need an urgent response, um, about your you getting um your benefit, um, and they should be reaching out. Um, I will say that today, um, it will be a little bit busy, um, so, um, we will try to be responsive as soon as we can.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. All right.
[CUSTOMER][NEUTRAL] All OK.
[AGENT][NEUTRAL] And it would the callback number be the same as uh the one you are calling us from?
[CUSTOMER][POSITIVE] Yep, thank you very much.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Alright, perfect, thank you for calling APL, Mr. [PII]. Is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thank you, have a nice day.
[CUSTOMER][NEUTRAL] You too bye.