AccountId: 011433970860
ContactId: d3397dbe-6a98-4b15-928b-20b9836bdbf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452970 ms
Total Talk Time (AGENT): 188388 ms
Total Talk Time (CUSTOMER): 96996 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/d3397dbe-6a98-4b15-928b-20b9836bdbf1_20250325T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII]. I've got um an insured on the phone. His name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, his policy number is 259-639-6.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And he is calling um he called several times yesterday too but he's calling because he had to resend his direct deposit um authorization form, and I don't see that it's been applied to his policy yet so I'm just transferring him over to you guys to see if you guys are going to apply that he wants to know if we've received it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, um, you can go ahead and send him over.
[CUSTOMER][POSITIVE] OK, thanks, [PII]. Have a good day. Bye-bye.
[AGENT][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Hello, good morning.
[CUSTOMER][POSITIVE] Good morning. How are you?
[AGENT][POSITIVE] I'm doing good. How are you doing today?
[CUSTOMER][NEUTRAL] I'm just fine. I was just checking to make sure um a fax that I sent on yesterday came through, that's all.
[AGENT][NEUTRAL] Alright, um, we're talking about tax form.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Or was it a fax form or was it an email?
[CUSTOMER][NEUTRAL] Uh, it was a fax form. It was a direct deposit authorization form.
[AGENT][NEUTRAL] All right. OK, Mr. [PII] allow me just a minute so I can look over our correspondence and if we have received it or not, right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, I'm going through the inbox and looking for it.
[AGENT][NEUTRAL] And is it just for one policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, Mr. [PII], um,
[AGENT][NEGATIVE] At this moment, I'm unable to find um the correspondence. It must been, it hasn't been sorted out, probably.
[AGENT][NEUTRAL] So we, it hasn't still got to.
[CUSTOMER][NEUTRAL] What do you mean not sorted out?
[AGENT][NEUTRAL] It probably hasn't gotten to our specific department. It goes to the general department and then it goes sort out and it sends directly to us to the people who process it. Um, I don't see it right now, probably because it's still a little bit early, um, for it, um, but like, allow me just a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Even though it was sent yesterday?
[AGENT][NEUTRAL] Yes, I would say it goes to a general, um,
[AGENT][NEUTRAL] General inbox, let's say, um, and then it since it's being sent directly to the person who is gonna be taking care of it. I don't see it in any inbox for the person who's gonna take care of it.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I'm trying to look through all the correspondence from yesterday and
[AGENT][NEUTRAL] Uh, I don't see your policy number here, so it's probably still in that general box, um.
[CUSTOMER][NEUTRAL] OK, because I have my policy number if you need it. I have it right here in front of me.
[CUSTOMER][NEUTRAL] But um if I need to call back, I can call back later.
[AGENT][NEUTRAL] OK, yes, um.
[AGENT][NEUTRAL] Mm no, it is not this policy. Um, allow me just a second to look, um, to try to search it up in another form and see if we have it.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, it has not been sent to us um for process, so it's still in that general box for us. Um, I would say um by the end of the day it should be sorted out. Um, I will go ahead and, uh, I will try to get someone to look for it so we can get um processed as soon as we can, all right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is there anything else y'all need from me? I send in the forms and this was the last form I had to send in.
[AGENT][NEUTRAL] Uh, is this for a claim to be paid?
[CUSTOMER][NEUTRAL] Yes, it, it, it, it is not approved yet. I'm just making sure I got in all all the paperwork y'all needed, that's all.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Yes, um, yes, it will be everything that we will request from you. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, so I just wait for a phone call or an email from y'all going forward.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Unfortunately, I'm not very familiar with how the claim process um works, but I would say that once we get um that bank information received, it will be um entered into your policy and then the uh people who manages or who received the claim, they will go ahead and either process it or deny it according to their processes and um you should receive that um.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] That money the same day it gets approved.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am. OK, ma'am. OK, thank you. All right. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye-bye.