AccountId: 011433970860
ContactId: cbc22d7e-351d-49e3-9bb4-10a28d014376
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304649 ms
Total Talk Time (AGENT): 124363 ms
Total Talk Time (CUSTOMER): 111440 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/cbc22d7e-351d-49e3-9bb4-10a28d014376_20250325T21:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], um, can you hear me OK?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] I had it on the truck. It's kind of loud. Um, I, I've tried to call a couple times, um, the letters that I got.
[CUSTOMER][NEUTRAL] Say to uh call [PII], but I left a couple messages and had to got a return call so I figured I'd try somebody else.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have.
[CUSTOMER][NEUTRAL] I have a few letters that APL sent to me, um, in reference to some outstanding checks that aren't, um, deposited.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, uh, and, uh, I, it said the fax the information if I wanted to, and I did. So I was calling to verify that you already received the faxes that I've sent.
[AGENT][NEUTRAL] OK, let me take a look at your policy. May I have your name?
[CUSTOMER][NEUTRAL] Oh, my name is [PII].
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, this number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And um the only thing I have on here on these letters is a reference a payee reference number.
[AGENT][NEUTRAL] Yes, what's that reference number?
[CUSTOMER][NEUTRAL] It's 00242.
[CUSTOMER][NEUTRAL] 3441.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, and can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Are you the policyholder?
[CUSTOMER][NEUTRAL] Well, it was my wife, but she passed away last April.
[AGENT][NEUTRAL] OK, I just want to make sure I'm in the right place. What's her, what's her, this is correct. What's her name, her first name?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] All right, I just wanted to make sure I was in, at first I thought I misunderstood you when you said your name on the call. Hold on one moment.
[CUSTOMER][NEUTRAL] It's me.
[AGENT][NEUTRAL] OK, so I see the claims rep. I see the notes here. Um, let me see.
[AGENT][NEUTRAL] Let me see if I can reach out to claims. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Sure, so
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And you said you wanted to see if we received the information that you sent over, right?
[CUSTOMER][NEUTRAL] Yeah, faxed, uh, faxed it in a few, probably last week sometime.
[AGENT][NEUTRAL] So it looks like we did, hold on, it looks like we did. We received 123. OK, so they, [PII], they reprocessed these claims, yes, OK, so there are 12.
[AGENT][NEUTRAL] 3 payments that are coming to you. So yes, everything's been processed and were they needing more information to get the payment to you or you just want to make sure everything was OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's all that's all that they said for me to either fax or mail these in was to certify that I never received the checks and that's what I was checking to see if they um if y'all receive my fax so I should that should be all.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] So as of yesterday, um, we did receive everything and the voided claims were reprocessed, so it should go out to the, let me see if this is like direct deposit or if this is a paper check.
[AGENT][NEUTRAL] Yeah, so these are all paper checks and they were mailed, or we could say [PII] this morning, you know, this morning, everything went out, so you should be receiving it shortly. It is coming from [PII] though, so.
[CUSTOMER][POSITIVE] Got you got you.
[CUSTOMER][NEUTRAL] OK, well, yeah, I just, I just, uh, like I said, I tried to call a few times and, uh, got left messages and I'm just trying to figure out so I didn't have to because I, I faxed from my office and I'm not really great on the faxing so I just wanna make sure it went through so we're good.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Well, you did a good job
[CUSTOMER][POSITIVE] All right, I sure appreciate it. Thank you very much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] Alright, well, all the information provided was a verification of benefits, not a guarantee of payment, and thank you so much for calling APL, Mr. [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] You as well thank you very much bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.