AccountId: 011433970860
ContactId: e6880e33-cf6c-442f-8091-15a310e86cb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 857190 ms
Total Talk Time (AGENT): 380285 ms
Total Talk Time (CUSTOMER): 210857 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/e6880e33-cf6c-442f-8091-15a310e86cb8_20250102T20:47_UTC.wav
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[AGENT][POSITIVE] Hi, thanks for calling ATL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Good afternoon. If I give you my policy number, uh, could you tell me if the uh paperwork was faxed over? They they said they faxed it over on Tuesday, and I called this morning and they, uh, whoever I spoke to said they didn't receive it yet and they re-faxed it over this morning. So I wanna see if you received it yet and, uh, I just, that's all I wanna do is check because I haven't got paid since the [PII] and I could use the money.
[AGENT][NEUTRAL] OK, absolutely. Let me take a look at that for you. What's your policy number, my friend?
[CUSTOMER][NEUTRAL] OK, the policy number is, oh jeez, I just had it, uh, the policy number is 00810367, and they told me that if you don't see it, it's because it's in it's it's in company 22.
[AGENT][POSITIVE] Oh my gosh, I'm very glad they told you that. Um, let me open that portal up instead real quick for you.
[AGENT][NEUTRAL] And could you verify for me, please, your first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] Date of birth is [PII].
[AGENT][POSITIVE] Wonderful, thank you. And I'm sure you've done this before, but if you don't mind, could you verify for me your mailing address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you. And
[AGENT][NEUTRAL] The email and phone number on file if you will as well, please.
[CUSTOMER][NEUTRAL] Uh, the email is [PII]. Phone number is [PII].
[AGENT][POSITIVE] Thank you so much. Is that a good number to call you back if we got disconnected, my friend?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, perfect. Um, and if you don't mind hanging tight, I'm gonna put you on a quick hold and I'm going to look into it for you. Is that OK?
[CUSTOMER][POSITIVE] That is no I'm sitting around doing nothing since the [PII], so I, I have plenty of time. You take your time.
[AGENT][POSITIVE] OK, perfect. I'll be with you just one moment thank you.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey there, are you still with me, my friend?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] All right. So unfortunately, I wasn't successful in finding the facts. But that being said, it doesn't mean it's not there. When a fax comes in, it like goes through a human who scans it into our online system, and then another human like looks at.
[AGENT][NEUTRAL] That pinpoints like the who it needs to go to what's the policy number and like tags and marks it all and then sends it to the right person to queue it and then once the examiner opens it and assigns it a claim number it comes up on our screen so I just tried to dig through to see if I could find.
[AGENT][NEUTRAL] Um, somewhere in that workflow system, um, I can't think of like another word for it, but like somewhere in that system where scans, I see a bunch of scans that have come in today, but they haven't been tagged with the policy number or name or anything like that and I can't view them so it doesn't mean it's not here it just might mean that it hasn't been like.
[AGENT][POSITIVE] Looked at and assigned and like further documented. I don't know if that makes sense, but I think there's like a human step in the process that we're still waiting on.
[CUSTOMER][POSITIVE] Yes, it does.
[CUSTOMER][NEGATIVE] Well, my question is to you and that we're, they had a problem in the beginning finding my policy when it comes in and they try to scan it and the policy number doesn't come up because it's on the company 22, or did they just gonna disregard it or I don't know what they're gonna do on their end, on their end, you know, being, you know, they go, oh this policy number is, is not factual because it's not coming up. Uh, how does that work? I said, I see, I don't wanna get lost here. Like I said, I haven't got paid since the [PII].
[AGENT][NEUTRAL] That is
[AGENT][POSITIVE] Such a wonderful question. Um, so typically what they would do is they would look like, so one of, and this actually was a very new learning experience for me as well, um, with that company 22 recently.
[CUSTOMER][NEGATIVE] And I'm not getting any money.
[AGENT][NEUTRAL] Um, but when I search your name in our system, the one we typically do look at, I can see you exist, and it tells me you have a policy in your social, and then it tells me, and I didn't know this until recently, but it actually has a 22 right next to your name to tell me I need to move in. So even though I can't pull up your policy under our the system we typically look at, I can see that you have one and it tells me where to go to see it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK. All right. So what's, what is my next step? I, and I hate to repeat myself and, and it's not much you can do. I understand. I haven't got paid since the [PII] and I could really use this money. Uh, I, I don't w[PII] keep, keep getting held up on this. Uh what's my next step?
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Absolutely and can I.
[AGENT][NEUTRAL] Ask, OK, so you said you were paid recently on the [PII], is that correct?
[CUSTOMER][NEUTRAL] That's the last time. That's when I wanna asks when I ended up in the emergency room.
[AGENT][NEUTRAL] Like December?
[CUSTOMER][NEUTRAL] Yes, [PII] is when I end up in emergency room, yep.
[AGENT][NEUTRAL] And then it was for your I wanna I just wanna make sure like I'm understanding it's your disability you're looking at, right?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, so I would definitely, I mean I would say follow back up with us, um, and I wouldn't, I wouldn't hesitate to follow back up with us um I also wanna let you know as far as disability goes once we get the claim and we get processed, um, we only issue disability checks on the [PII], um, is the earliest in the month we issue them so it's like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Last month all the information came in past the [PII] so they cut the check on the [PII] and they'll cut it later if it comes, but the earliest it will come in the month is the [PII] so I would say maybe the [PII] or the [PII], um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I would, I mean I wouldn't hesitate to follow back up with us as much as you're wanting to, but I'd like to say like that human process if that fax has come in, we should be able to get it processed within a couple days and I'm sorry I know that takes like I know you rely on that money and like I don't I hate just saying like oh just a couple more days um but I do I can see we've received tons of faxes today that just haven't been tagged yet with policies or information.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And I know that we have people who go through and do that manually by hand, and so I imagine it's just a matter of time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Right, I, I don't wanna go past the [PII] again because then I have to wait another whole month.
[AGENT][NEUTRAL] No, exactly. Um.
[CUSTOMER][NEUTRAL] It's called bankruptcy court.
[AGENT][POSITIVE] No, I definitely, I would, I would hopefully we have something going on by the [PII] or the [PII], um, and some more information and answers for you if nothing else, you know, at least saying hey we received your claim, it's on file and it's in Q2 be processed, um, and so.
[AGENT][POSITIVE] Definitely don't hesitate to check back in with us. And you said this one came from your doctor's office?
[CUSTOMER][POSITIVE] Yes, I, they, as soon as I brought the paperwork to him, I had everything filled out and uh I did forget my policy number, but I told I gave them, I called them back up and they did right they said they wrote it on the policy, my policy number.
[CUSTOMER][NEUTRAL] Um, and then, uh, they mailed it, they mailed it, excuse me, they faxed it that day Tuesday morning, and, um, uh, I called today like and you spoke to somebody earlier and they resubmitted it this morning again, you know, they re-faxed it for me and yes, it's coming straight from my doctor's office, yep.
[AGENT][POSITIVE] OK, perfect. So.
[AGENT][NEUTRAL] I mean there's there was so many scans in there that just needed to be processed and I'm willing to bet one of them that if you call us back Monday Tuesday, if we don't have something on file, um my next recommendation honestly would be see if you could get the paperwork from your doctor and upload it yourself through the online service center um and that way you get it gives you a confirmation number right then and there, um, and I can send you if you don't have the online service center handy I can send you out like a user guide.
[AGENT][NEUTRAL] To set up the online portal that way you have access to uploading all your claim documents.
[CUSTOMER][NEUTRAL] I can do that online.
[AGENT][NEUTRAL] Yeah, do you already have that portal set up my friend?
[CUSTOMER][NEUTRAL] No, I do not. I am not a computer person, but if you send me all that stuff to my uh my email address, uh, I can have some, I know one of my kids could figure it out. I'm not gonna figure it out.
[AGENT][POSITIVE] OK perfect and the user guide is like very step by step it has pictures and it shows you what you're looking at so I'll go ahead I'll send that to the email you confirmed to me the FJ.
[AGENT][POSITIVE] Um, [PII], I'm probably pronouncing that wrong, [PII] [PII] and I'll go ahead and I'll send that your way and just get it set up and then in the future, um, it's a great way to follow up on your claims. You can view your claim status if you want to change how you receive your money you can update your bank information on there too, um, and so I will get that sent your way probably within the next 2 or 3 minutes.
[CUSTOMER][NEUTRAL] We go, yep, that's fine.
[CUSTOMER][NEUTRAL] OK, and the only way to send the claim in is actually the mail or fax it, correct? I can't do that over a computer?
[AGENT][NEUTRAL] You can send the claim over the computer, yeah, so we can't take it through email because our email is not secured but this online portal you can just upload it as a PDF um and.
[CUSTOMER][POSITIVE] You're, you're, you're uh you're talking to the wall now. OK. Uh, I'm, I'm about as computer. OK, that sounds good to me. I know one of my kids can figure it out. They're computer nuts. Uh, I will have one of them help me with it. Thank you very much.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] You can submit it online through the portal.
[AGENT][POSITIVE] Hey, it's been my pleasure and [PII], if there's anything else we can do to help you, let us know. We'll definitely help you out, um, give us a call in a couple of days and we'll check back in with you and hopefully we have it received and we're just waiting to get it sorted out.
[CUSTOMER][POSITIVE] OK. All right then thank you very much. Have a great day.
[AGENT][POSITIVE] You too take care.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye-bye.