AccountId: 011433970860
ContactId: d918c847-fd3c-4b87-b143-bcca19808750
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 664349 ms
Total Talk Time (AGENT): 301154 ms
Total Talk Time (CUSTOMER): 207208 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/d918c847-fd3c-4b87-b143-bcca19808750_20250402T20:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How did you say [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 00 hi uh my name is [PII] and I'm just checking uh on my claim status.
[AGENT][NEUTRAL] OK Ms. [PII], I can help you with claim status. Can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] That'd be great because I already got disconnected once [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK just know that if we get disconnected I will definitely call you back, OK?
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] You're welcome. And Ms. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Oh, I don't know. Can I give you something else? I'm actually in the car.
[AGENT][NEUTRAL] You, you can give me your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, was that 2nd set of numbers [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me look you up real quick.
[AGENT][NEUTRAL] My computer is a little bit slow. I, I apologize, but it's trying to find you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It's being contrary today.
[CUSTOMER][NEUTRAL] Oh, I understand.
[AGENT][NEUTRAL] OK. I believe I have you pulled up. Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, address [PII] and uh did you just say phone number?
[AGENT][NEUTRAL] Uh yes ma'am, the one that's on the policy.
[CUSTOMER][NEUTRAL] Yeah, should be the one, already gave you [PII].
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And then one last verification can you please give me your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. OK. Looks like I have an old address, physical address for you. Um, let me make sure, let me check, let me check.
[CUSTOMER][NEUTRAL] That gum it like.
[CUSTOMER][NEUTRAL] I've already called once about that.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] They're supposed to have updated it.
[AGENT][NEGATIVE] Sometimes it doesn't stick. Um.
[AGENT][NEUTRAL] The one that I have is one.
[CUSTOMER][POSITIVE] Well, that's, that's, it's all right.
[AGENT][NEUTRAL] I will, I will fix it for you and, and I will double check and make sure that it holds for you this time, OK? Um, can you give me the.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] That would be great cause the check already went to the wrong address once.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes, go ahead and give me your, your physical address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I'm gonna, I'm gonna work with this and I'm gonna stick with it until it it actually holds, OK? So we don't have to do this again.
[CUSTOMER][NEUTRAL] Thank you. Thank you, [PII]. I didn't think, I didn't think that's what I was calling for today.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're so welcome.
[AGENT][POSITIVE] That's all right. I don't mind helping you.
[AGENT][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] It'll be just a second while I get it in here.
[AGENT][NEUTRAL] Now I'm gonna check it now that I've got it in there, make sure it's stuck. Yes, it did [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I've got it in there and it did stick.
[CUSTOMER][NEUTRAL] OK, um, I already called earlier, um, to check on the status of the claim, and they said the address hadn't been changed. It went to the old address, so my $75 check and [PII]'s $75 check went to the old address. They said since it was y'all's fault, uh, not your fault, but the company's, they wouldn't wait they'd waive the 30 day waiting period and they would issue new checks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, I was hoping before that happened I actually faxed in a, uh, direct deposit sheet because it wouldn't let me do direct deposit at my bank online it only let me do uh bank one anyway I faxed that in so I was hoping that uh y'all got that and had already sent my money to the bank, but that hasn't happened so I wondered if you could check and see where we are.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alright, so as far as the direct deposit information goes I'm uh I'm gonna have to transfer you to customer service because they get that information and they add it to your account for you, um.
[AGENT][NEUTRAL] So I'm, I'm.
[CUSTOMER][NEUTRAL] OK, can you check and see where we are with the claim?
[AGENT][NEUTRAL] OK, now the claims would be in a different, that would be the claims department so um.
[AGENT][NEUTRAL] The last one that I show that went out was the $75 we're talking about uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it was uh check number 2033146. Did they give you that check number so so we can verify it's the same check if.
[CUSTOMER][NEUTRAL] No, but is that the
[CUSTOMER][NEUTRAL] No, but is that the one that went to my old address?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's uh check number 2033146 and that was issued on [PII], so that is probably the one that went to the wrong address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they were supposed to stop that one and they were supposed to give me one for me and one for me for [PII].
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And uh also for uh uh for uh for cancer thingy for him, they needed the uh pathologist report and I had that sent so I wanted to see, did y'all get it? Where's that claim?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right, so what we're gonna do, the best way to do this is first go to customer service.
[AGENT][NEUTRAL] Check on that direct deposit information so we can get that on your system so that if they haven't sent the payment yet maybe it will possibly go by direct deposit so we can get that in the system first. When you're finished with customer service, ask them to transfer you to the claims department so you can check on the rest of it, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I push number 4 I mean number 2 for claims, but OK.
[AGENT][NEUTRAL] Yes, ma'am. OK. All right, it's gonna be a brief hold.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Alrighty, so thanks [PII].
[AGENT][POSITIVE] You're so welcome. You're welcome and I'm glad I was able to help you today. Um, I'm gonna go ahead.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Me too.
[AGENT][NEUTRAL] I'm gonna go ahead and transfer you on over to customer service now.
[CUSTOMER][POSITIVE] Perfect thanks.
[AGENT][POSITIVE] You have a blessed day and thanks for calling APL. Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. I've got um Miss [PII] on the phone.
[AGENT][NEUTRAL] Her policy number is 768702.
[AGENT][NEUTRAL] I have verified her her callback number is the one that she's calling from.
[AGENT][NEUTRAL] She is she actually called today because um she sent in her direct deposit authorization form she wanted to see if it was applied and I noticed that it wasn't so I'm transferring her to you guys for that. Then she's also gonna need to go to claims because there's some check information check was sent to the wrong address and they're offering to reissue for her but she's hoping she can get this direct deposit information entered so it could go direct deposit rather than um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Check.
[AGENT][NEUTRAL] If that makes any sense, that's a big mouthful.
[CUSTOMER][NEUTRAL] Yeah, but, um, I don't have the, do I have the form for direct deposit?
[AGENT][NEUTRAL] Uh, I, I'm not sure. I'm not sure. I don't see that information anymore.
[CUSTOMER][NEUTRAL] In customer service?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Yeah, cause we don't.
[CUSTOMER][NEUTRAL] We don't usually do that. Let me see if it's in.
[CUSTOMER][NEUTRAL] Online.
[AGENT][NEUTRAL] You guys don't put the direct deposit information in anymore?
[CUSTOMER][NEUTRAL] Yeah, we put it in but we have to have it on a form we can't just put it in.
[AGENT][NEUTRAL] Uh, right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Direct deposit form OK.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][POSITIVE] OK, thanks [PII].
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] All right, thank you.