AccountId: 011433970860
ContactId: e6779968-a17f-40e0-b813-7f8056158781
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 551419 ms
Total Talk Time (AGENT): 251586 ms
Total Talk Time (CUSTOMER): 163873 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/e6779968-a17f-40e0-b813-7f8056158781_20250603T19:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I have a couple of questions actually.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help answer your questions. May I please get your call back number, ma'am, just in case the call is dropped.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] I don't know if this is it or not, but CO.
[CUSTOMER][NEUTRAL] 871,220
[AGENT][NEUTRAL] No, ma'am, um, that's not going to be it, um.
[AGENT][NEUTRAL] Do you see an inpatient or outpatient cert number? Either one of those numbers will work.
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, let's get your social and that will.
[CUSTOMER][NEUTRAL] It's under my policy, that's the only thing here.
[AGENT][POSITIVE] Yes ma'am, if, if I get you so.
[CUSTOMER][NEUTRAL] Wait a minute, maybe under my profile.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I don't believe that's one of APL's policies.
[CUSTOMER][NEUTRAL] I'm on the APL website.
[AGENT][NEUTRAL] OK. Can I have your social, um,
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And then that'll pull [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, I'm sorry. I, you gave me that number and I thought you were giving me the policy number. I apologize. Let me look up your, your policy for you now.
[CUSTOMER][NEUTRAL] That was my social security number.
[AGENT][NEUTRAL] I was like that's a little long, but we'll find it.
[AGENT][NEUTRAL] OK, Ms. [PII]. I have you pulled up now. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Sure. It's um [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] It's [PII]. My address is, that's what, one of the questions is the address. Um, it has the wrong mailing address, but I'm not sure what you're looking at.
[CUSTOMER][NEUTRAL] Um, it should either say [PII] or [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know which one you're looking.
[AGENT][NEUTRAL] I've got the [PII].
[CUSTOMER][NEUTRAL] OK, that's my physical address, but I wanted a different mailing address, but it doesn't look like it's in there.
[AGENT][NEUTRAL] OK, let me update that for you. What would you like it to be?
[CUSTOMER][NEUTRAL] My mailing address, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And is it the same zip code as the other one, the [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII].
[AGENT][NEUTRAL] OK. All right. Let me um get that updated.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Real quick.
[AGENT][NEUTRAL] OK, I see they got them backwards. They've got your physical address as your mailing address and your mailing address as your physical. Let me fix it.
[CUSTOMER][NEUTRAL] Oh OK, no problem, right.
[AGENT][NEUTRAL] OK, give me just a minute. It takes a little bit for it to process.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, I think I have you all fixed up. Let me make sure it's stuck.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] It did OK, so I've got you fixed now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do I still have a claim in progress process or progress, whatever word you wanna use?
[AGENT][NEUTRAL] Yes, ma'am, let me look. Yes, you do. Um, it was sent in on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the, the direct deposit information on here wasn't correct, but I fixed it. So, um, will that update in time for that, for that, um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What did you
[AGENT][NEUTRAL] When did you correct it?
[CUSTOMER][NEUTRAL] Right now on the app.
[CUSTOMER][NEUTRAL] Or on online.
[AGENT][NEUTRAL] Oh, OK. So you'll, you'll need to let it process overnight, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can give you the information that I'm looking at now to see if it did it immediately, but usually it takes overnight to process. Um, so the account number I have is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the bank information I have is [PII].
[CUSTOMER][NEUTRAL] Yep, it went through.
[AGENT][NEUTRAL] That's the route
[CUSTOMER][NEUTRAL] Yeah, that's right. That wasn't what was on there when I, I looked at an account that was like way old. I don't know we know.
[AGENT][POSITIVE] Oh, good.
[AGENT][POSITIVE] Oh wow. That happened quick. We did get.
[CUSTOMER][NEUTRAL] It's very
[CUSTOMER][NEUTRAL] Yeah, OK, well then
[CUSTOMER][POSITIVE] It will be good then.
[AGENT][POSITIVE] Awesome. We did get a, uh-huh.
[CUSTOMER][NEUTRAL] I can't find my claims on online though.
[AGENT][NEUTRAL] OK, so the claim.
[CUSTOMER][NEUTRAL] Like I'm on here now.
[AGENT][NEUTRAL] Right, it's just gonna send you a confirmation that we received it and once it's finished processing you'll get another um announcement stating that the claim has been completed.
[AGENT][NEUTRAL] But until it's completed, you won't.
[CUSTOMER][NEUTRAL] No, I mean, I get it on the website.
[CUSTOMER][NEUTRAL] I used to be able to see it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, ma'am. We've got the new um website open now, so it, once it's completed, you'll, you'll be able to see it on there and you'll be able to get the information.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But I have to wait till it's completed, like I, before you used to be able to see when it got there, like you can't see that now.
[AGENT][NEUTRAL] Right. um, I can see it on my end, but it'll have to finish processing for you to be able to see it on your end.
[CUSTOMER][NEUTRAL] Where do I see it at? Under what?
[AGENT][NEUTRAL] Under claims.
[CUSTOMER][NEGATIVE] I don't even see that as an option.
[CUSTOMER][NEUTRAL] In a dashboard.
[AGENT][NEUTRAL] Yeah, go to the dashboard and um.
[CUSTOMER][NEUTRAL] I am a dashboard.
[AGENT][NEUTRAL] And you should be able to.
[CUSTOMER][NEUTRAL] I see nothing that just quite.
[AGENT][NEUTRAL] You should be able to um click on your policy.
[AGENT][NEUTRAL] And once you click on your policy, yes, once you click on it, it will um show you the claims.
[CUSTOMER][NEUTRAL] Oh, OK. Click on my name.
[AGENT][NEUTRAL] You know, it there.
[CUSTOMER][NEUTRAL] Where it says [PII]. Is that the one I'm supposed to click on?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] What's happening.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Oh OK, so the claim.
[AGENT][NEUTRAL] Yes, you should be able to go there for your group accident.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it won't show you when they're open. Is that what you're saying, right?
[AGENT][NEUTRAL] That's right because it's still in progress, so they've got it processing and when they have it processing they don't have the information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. But there won't be any problem with the checking cause it'll probably finish processing, I would assume today.
[AGENT][NEUTRAL] Right, um.
[CUSTOMER][NEUTRAL] But it looks like it's right. It, it doesn't say it finished yet, right?
[AGENT][NEUTRAL] No, ma'am. It, once you send it in, it takes 7 to 10 business days to finish processing.
[AGENT][NEUTRAL] And once it finishes processing you've got your um direct deposit information updated so um the payment you know if there's a payment it'll go to your the one you just updated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] We'll go to the right place.
[CUSTOMER][POSITIVE] OK. All right. That's all I needed to know. Thank you very much. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. You're welcome. You're no, it's no problem, Ms. [PII]. You have a good day too. Thank you for calling APL. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thank you. Uh-huh. Bye-bye.