AccountId: 011433970860
ContactId: d16214fd-11f9-4518-8b80-65ef061b87fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255869 ms
Total Talk Time (AGENT): 125496 ms
Total Talk Time (CUSTOMER): 91135 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/d16214fd-11f9-4518-8b80-65ef061b87fa_20250206T17:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII], and the place I work for stuff that school just to just that y'all all the stuff that y'all needed.
[CUSTOMER][NEUTRAL] For me to file a claim for my uh uh cancer claim form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, let me go ahead and assist you. I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] Uh, [PII], ma'am.
[CUSTOMER][NEUTRAL] You need my policy number.
[AGENT][NEUTRAL] Um, yes, go ahead.
[CUSTOMER][NEUTRAL] 256-603-0
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII] and on this uh.
[CUSTOMER][NEUTRAL] That that was sent, you will see say Miss Miss [PII], the secretary who did it for me.
[AGENT][NEUTRAL] OK, and Mr. [PII], may I have your date of birth and mailing address on mailing address and email address on file for verification.
[CUSTOMER][NEUTRAL] Uh, birthday, birthday [PII], mailing address [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and when did you say that they send in the claim for you?
[CUSTOMER][NEUTRAL] They just send the factory says it off at [PII] You need the uh the send the yeah.
[AGENT][NEUTRAL] Oh yes, not here yet. Mm mm uh it takes 24 to 48 hours for the fax to be put into the system image into your account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So is gonna be here just yet.
[CUSTOMER][NEUTRAL] It'll be Monday.
[AGENT][NEUTRAL] Mm yeah it's gonna be Monday before the age.
[CUSTOMER][NEUTRAL] And then how long will I hear from y'all after that?
[AGENT][NEUTRAL] 7 to 10 business days is the number.
[CUSTOMER][NEUTRAL] You said be Monday or Friday.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 7 to 10 business days. So it'd be like around let me see the [PII].
[AGENT][NEUTRAL] Yes, 770.
[CUSTOMER][NEUTRAL] The [PII] somewhere for my hear from y'all.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] On the [PII].
[AGENT][NEUTRAL] 4.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, around the [PII], mhm correct.
[CUSTOMER][NEUTRAL] OK. Thank you, ma'am. So, basically it come in the mail or something come in the mail for me uh.
[CUSTOMER][NEUTRAL] Uh, email sent to me.
[AGENT][NEUTRAL] Uh, yes, we will notify you by mail if you have registered online or if you want to register online you can keep track of your claim and you'll be able to see it faster there if we process um around that time, um.
[CUSTOMER][NEUTRAL] Yeah, I got that thing, that portal thing y'all sent me.
[AGENT][NEUTRAL] Uh-huh, yeah, yeah.
[CUSTOMER][NEUTRAL] How do I go about doing that that that portal? How do I look for that on that portal?
[AGENT][NEUTRAL] Uh, once it's processed, you're gonna see a claim.
[AGENT][NEUTRAL] And also when when we receive it you're gonna see a claim you're gonna see a claim created it's gonna say uh received and then once it's processed it's gonna say completed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Now y'all send me any money that come in a form of check mailed to me, I would have to have uh a checking account for it to go to.
[AGENT][NEUTRAL] There's gonna be a
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see how your policy is set up. OK, one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you are not set up for direct deposit. It looks like it's gonna be a check going out. If you want the account to be set up for direct deposit, you can do it through the website as well. You can set it up through the website or there's a claim form, form that you can send in, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll do it.
[CUSTOMER][NEGATIVE] Well, I just haven't come in the mail the 1st time and the 2nd time I filled my checking account.
[AGENT][NEUTRAL] OK, sure, no problem. All right. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] So I should hear something y'all by the [PII] of the month, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Couldn't put that down here then. Thank you, ma'am.
[AGENT][NEUTRAL] You're welcome. Thank you for calling ATL. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] And that's it, thank you, ma'am.
[AGENT][POSITIVE] You're welcome. Have a good day and thank you for calling ATM. No problem.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.