AccountId: 011433970860
ContactId: fc90bde7-3ed5-4d3d-abd3-46411cb99546
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221139 ms
Total Talk Time (AGENT): 125485 ms
Total Talk Time (CUSTOMER): 102609 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/fc90bde7-3ed5-4d3d-abd3-46411cb99546_20250129T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking to? How may I help you?
[CUSTOMER][NEUTRAL] Well, good morning, [PII]. It's [PII]. How are you? Good. I'm doing good, thank you for asking. I have an uh frustrated insured on the line. He was with American Airlines. He has two disability policies. One policy number is 233.
[AGENT][POSITIVE] Good morning, [PII]. I'm good and you?
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3596 Delores. His other policy number is 241.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 9804.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] He has not received those two checks, you know, there's one check on each policy for $800. Looks like they were voided. I have updated his address. We did not have the correct address.
[AGENT][NEUTRAL] Tell me one thing. Tell me one thing. What is his name? Make sure I'm looking at the right thing.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right. Just want to make sure. OK.
[AGENT][NEUTRAL] And go ahead, you.
[CUSTOMER][NEUTRAL] So I see, I see where we had voided the checks and reissued them and he stated when he called back in he gave them the correct address that we didn't update the system.
[CUSTOMER][NEUTRAL] And he's, he's really needing this money, which of course is understandable, and he is wondering if there's any way that those checks could possibly be overnighted to him, voided and overnighted.
[AGENT][NEUTRAL] OK, so, uh, did you do a hub request to request void because he's already verified that it didn't go to the correct address this address we have, uh huh.
[CUSTOMER][NEUTRAL] Well, this is
[CUSTOMER][NEGATIVE] Yeah, I have not. This is one that has, um, we've already voided the first checks. I don't know why he didn't get those back in [PII].
[AGENT][NEUTRAL] So the address that we have on here now, the [PII], is that the correct address?
[CUSTOMER][NEUTRAL] That is the correct address. I've updated his address.
[AGENT][NEUTRAL] OK. All right, and I see that they reissued that check on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right, let's see here. I still think that that's still, it needs to be a hub request to void it again because we wouldn't make him wait 30 days because it looks like it had to be voided previously. So it just needs to be a hub request to go to Miss uh uh [PII] so that they can void it and send it to whoever needs to reprocess it. That's the way I see it.
[CUSTOMER][NEUTRAL] Yeah, but he's wondering how can we get it overnighted? That's what he's, that's what he is requesting if we can overnight the check checks because he's been waiting since June for those checks.
[AGENT][NEUTRAL] OK, but what I'm saying is if you do a hub request, the hub request is gonna be assigned to be voided and it's going to be assigned to disability, probably busy to reprocess this claim, and if you put a note on there, he wants to know if it it can be overnighted they will address that then I don't.
[AGENT][NEUTRAL] It's like it's coming that you you're sending the call to me just to answer a question as to can we overnight it? That's a question that I have to send to somebody else, but it still has to be voided a a request has to be sent for void. So you can go ahead and send the hub request to void it and then I'll just ask [PII], uh, you know, I'll let her know that I advised you to put on there that he wants this overnighted.
[AGENT][NEUTRAL] Because that's all I can do.
[CUSTOMER][NEUTRAL] OK, and I'll just put a a note on there for them to call him.
[AGENT][NEUTRAL] Yeah, just it needs to be a hub request because it still has to be voided. I, I mean.
[AGENT][NEUTRAL] And, and, and that's, that's all we can do. So I'm gonna, I'm sending a note, note to uh [PII] now to let her know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that, that's what I told you on this policy, OK? Alright, OK, thanks, uh huh, bye bye.
[CUSTOMER][POSITIVE] OK. Wonderful. Thank you. Bye-bye.