AccountId: 011433970860
ContactId: c9116cd6-aaf8-4423-9a54-939e85ee6bf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1645800 ms
Total Talk Time (AGENT): 394617 ms
Total Talk Time (CUSTOMER): 312206 ms
Interruptions: 7
Overall Sentiment: AGENT=1.7, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/c9116cd6-aaf8-4423-9a54-939e85ee6bf9_20250114T17:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling, calling in reference to my claim number 3541395.
[AGENT][NEUTRAL] OK, and I'm sorry, [PII], what did you say your last name was, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes I do. It's 226-613-6.
[AGENT][NEUTRAL] Thank you. And you're wanting to check claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. So give me just a moment to get your information pulled up, Mr. [PII]. And then I will need to verify several things with you first for security purposes.
[AGENT][NEUTRAL] So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is
[AGENT][NEUTRAL] Actually different than the one you gave me? What is another number that we could have?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And your email address, please?
[CUSTOMER][NEUTRAL] Uh, it should be, uh, [PII].
[AGENT][POSITIVE] OK, thank you very much. So just one moment.
[AGENT][NEUTRAL] Just one moment while I'm reading some information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the last claim, um, Mr. [PII], that I, well, first off, let's see, let me look at the claim number that you provided for me.
[CUSTOMER][NEUTRAL] 3541395
[AGENT][POSITIVE] OK, thank you. And how can I help you with that claim today?
[CUSTOMER][NEUTRAL] Well, I understand the check was issued. Can you tell me what day it was issued?
[AGENT][NEUTRAL] Uh, that would have been issued on [PII].
[CUSTOMER][NEUTRAL] And where was it sent?
[AGENT][NEUTRAL] To the address that you provided for me that you verified with me?
[CUSTOMER][NEGATIVE] Well, I still have not received it.
[CUSTOMER][NEUTRAL] It's very interesting that on the [PII], according to the postmarks, 7 letters were sent to me.
[CUSTOMER][NEGATIVE] I received them on the [PII], but this check seems to have disappeared.
[AGENT][NEUTRAL] OK. So, yes, sir. It was issued on the [PII] and it does show that it was mailed to the [PII].
[AGENT][NEUTRAL] And that is in [PII], zip code [PII].
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEGATIVE] And I did not receive it.
[AGENT][NEUTRAL] OK, so it would
[CUSTOMER][NEUTRAL] I have not received it. Has the check been cash?
[AGENT][NEUTRAL] No, sir, it has not.
[CUSTOMER][NEGATIVE] So there's obviously a problem.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] So it would
[CUSTOMER][POSITIVE] Because it's funny that 2 days later, 7 letters were sent to me and I received them 4 days later.
[CUSTOMER][NEUTRAL] But I haven't received this check yet.
[AGENT][NEUTRAL] OK, so in it, there's a minimum of 30 days before a check can be reissued.
[AGENT][NEUTRAL] And this check was
[CUSTOMER][NEUTRAL] And who's and whose authorization is that it has to require 30 days before it can be reissued?
[AGENT][NEUTRAL] That is just standard company policy, Mr. [PII].
[CUSTOMER][NEGATIVE] OK, then I, I guess I need to speak to a manager about company policy that's delaying me getting paid for a claim that should have been paid 6 months ago.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] And I don't believe the check was mailed.
[AGENT][NEUTRAL] You do not believe that it was mailed?
[CUSTOMER][NEGATIVE] Yes, there's no way that it was mailed or I would have had it by now. I get all my mail. I have no problem getting all my mail. I got 7 letters from you sent out 2 days later on the [PII]. So explain to me why I should wait for this check any longer.
[AGENT][NEUTRAL] Yes, all I can tell you, Mr. [PII] is I can see that the check was issued. I can see the issue date, and I can verify with you the address that the check was issued to.
[CUSTOMER][NEGATIVE] That doesn't solve our problem.
[AGENT][NEUTRAL] Yes, sir. I understand that.
[CUSTOMER][NEGATIVE] I don't have my, I still don't have my money that you people have owed me for over 6 months now.
[CUSTOMER][NEUTRAL] For a loss that happened, I went back to work in May.
[CUSTOMER][NEUTRAL] What do I have to wait until a year before I get paid?
[CUSTOMER][NEUTRAL] Maybe this is why my flight attendant union decided to change companies.
[AGENT][NEUTRAL] I, now I see the first time we received any information for this claim was not until December.
[CUSTOMER][NEUTRAL] And they and maybe they're.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] That's because you guys recreated a new policy, a new claim number and messed everything up several times with this account with my claim. It's been very frustrating.
[CUSTOMER][NEUTRAL] I've left a message for [PII].
[CUSTOMER][NEGATIVE] Because I've talked to her previously on this and she was supposed to take care of things and it doesn't seem like things are getting taken care of very well.
[CUSTOMER][NEUTRAL] So let's put it this way, you can do you can do a replacement check on the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you make it so that you do see to it that the check is issued on the [PII]?
[AGENT][NEUTRAL] Give me just, I can.
[CUSTOMER][NEUTRAL] And send it certified or or express mail to me?
[AGENT][NEUTRAL] Uh, give me just a moment and I'll be happy to see if, if there is a supervisor. I can't make that request as far as the certified mail, Mr. [PII].
[CUSTOMER][NEUTRAL] Well then give me a manager because I'm ready to go to the president of the company at this point because I feel like I've been played.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And continue to get played.
[AGENT][POSITIVE] I'm so sorry that you feel that way, Mr. [PII]. Give me just a moment to see if I can, if there's a supervisor that's available that can speak to you. Just one moment, please, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, sir, you're welcome.
[AGENT][POSITIVE] Thank you for your patience while I'm checking, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I am still on the line with you, Mr. [PII]. I'm just um waiting to see.
[AGENT][NEUTRAL] If someone is available.
[CUSTOMER][NEUTRAL] While we're waiting, can I ask another question?
[AGENT][NEUTRAL] Yes, sure. Yes, sir.
[CUSTOMER][NEUTRAL] I, I, I would like to understand why on the [PII] 7 identical letters were issued except for the dates on the letters.
[CUSTOMER][NEUTRAL] Going back to November.
[CUSTOMER][NEUTRAL] All the letters were released on one day in December.
[CUSTOMER][NEUTRAL] In regards to your receiving information about my claim.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So there's obviously got to be a problem with your mail in the system.
[AGENT][NEUTRAL] Because I can see.
[CUSTOMER][NEUTRAL] Why would a letter issued no, uh, let me see what's the date? The first letter was [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII], [PII] [PII].
[CUSTOMER][NEUTRAL] [PII], [PII], [PII], and [PII] were all postmarked [PII].
[AGENT][NEUTRAL] Yes, sir, I can see that.
[CUSTOMER][NEGATIVE] Doesn't sound like.
[AGENT][NEUTRAL] I can see that there were several things that went through processing on the [PII], several different.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Uh, it looks like they were all related to one claim number, but
[AGENT][NEUTRAL] I, I can only see that information. Yes, sir.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So that tells me that there's a problem with your mailing system or processing system.
[CUSTOMER][NEUTRAL] Because why would a letter that was supposed to be issued in November be issued in December along with 6 other letters?
[AGENT][NEUTRAL] I, I cannot answer that question, um, Mr. [PII]. I can only see when we received it, what the process dates were.
[CUSTOMER][NEUTRAL] So, right, so.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] And that, that, now you understand why I don't trust your system?
[AGENT][NEUTRAL] Mr. [PII], do you mind letting me place you on hold?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that OK?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, Mr. [PII]. This is still [PII] and I have not forgotten about you. I'm still seeing if there's a, excuse me, a supervisor available at the moment to speak to you. So do you mind continuing to hold for another moment?
[CUSTOMER][NEUTRAL] Yes, I'll continue to hold.
[AGENT][NEUTRAL] OK, so wait.
[CUSTOMER][NEUTRAL] I want to get this resolved today.
[AGENT][NEUTRAL] Yes, sir. I understand. So just one moment, please.
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh my [PII], this is so bad.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I mean,
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Mr. [PII], thank you so much for holding for me and for all of your patience while I'm looking into this. Um, I am actually going to transfer you, if that is OK with you now, to someone who can further assist you with this. You will not have to verify. Yes, sir, you will not have to re-verify any of your information. I will provide them all of that before I release your call to her, OK?
[CUSTOMER][POSITIVE] I appreciate that.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] You are certainly welcome. Is there anything else that I could help you with first before I do?
[CUSTOMER][NEUTRAL] No, this is pretty much the situation.
[AGENT][POSITIVE] OK, Mr. [PII]. Well, again, thank you so much for your patience and waiting for me to try and get someone who can, you know, further assist you in looking at this. So thank you for calling APL and I hope that you have a nice afternoon.
[CUSTOMER][POSITIVE] Very good.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. So one moment, please.
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's me. OK, so he has calmed down. I mean, he's not, you know, he has settled down now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] What he is saying is that he's received a lot of other mail from APL all at one time, and he doesn't believe that we even mailed him this check because he would have received it if we received everything else. He gets all of his mail. Um, it's one of those, our system's broken. He doesn't understand why and it's our fault when we didn't even send him his check, why he has to wait for 30 days.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Because it's not 30 days yet. So he was wanting me to get it reissued and promise overnight certified delivery.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And he wants to, and he's gonna go to the CEO if we don't fix it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh my God, OK, send it to me.
[AGENT][POSITIVE] But when I got back on the line with him and told him, you know, I thanked him for being patient and holding while I was getting someone who could speak to him to try and further assist him with this, his tone is better than it was.
[CUSTOMER][POSITIVE] Good deal. Good. I'm fixing to.
[AGENT][NEUTRAL] OK, but he's fully verified. Now, the number in the system is still a valid number, but he, the number you see up on the screen, do you see an area [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] about the numbers on that area.
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][POSITIVE] OK, that's the number that he actually gave me as a call back.
[CUSTOMER][POSITIVE] That's the number that he actually gave me as a play on.
[AGENT][NEUTRAL] Hopefully this call doesn't drop, but
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's, yeah. So I think that's as best as I can help you. Our system's broken, got it on and on and on and on. Um anyway.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But he was, his demeanor was better when I got back on the line with him.
[CUSTOMER][POSITIVE] OK, good deal then send him on to me.
[AGENT][POSITIVE] OK, girl. All right. All right. Thank you so much for helping me since I couldn't get help the other way.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh well, that's gonna be rectified easiest to say.
[AGENT][POSITIVE] OK. Well, I appreciate it, [PII]. Thank you. OK.
[CUSTOMER][POSITIVE] Uh-huh. You're welcome. All right. Bye-bye.
[AGENT][NEUTRAL] Bye bye.