AccountId: 011433970860
ContactId: 0500361c-1ecb-4bb3-abf1-3568e5c6f05d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 637590 ms
Total Talk Time (AGENT): 120946 ms
Total Talk Time (CUSTOMER): 233041 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/0500361c-1ecb-4bb3-abf1-3568e5c6f05d_20250317T21:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling EPL. This is.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, I, I was just wanting to make sure that my um claim was direct deposited.
[AGENT][NEUTRAL] OK, um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII] and my number is [PII].
[AGENT][NEUTRAL] [PII]. OK, and what is the policy number?
[CUSTOMER][NEUTRAL] 1553137
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] For security, may I have your date of birth and mailing address and email address?
[CUSTOMER][NEUTRAL] Yeah, my mailing address is [PII] [PII].
[AGENT][NEUTRAL] What's your date of birth? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And who's the claim for?
[CUSTOMER][NEUTRAL] It was for [PII], my daughter.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] One moment. Let me go ahead and get the claims department on the line.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you, Miss [PII] again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I have a question about a claim for this member. Um, I told her this morning that it looks like it is going to direct deposit, but she's still calling again and she wants to know if it will direct deposit, but it was processed Friday, but it's showing a check. I'm not really sure what's going to happen with this one, but, um, the policy number is 1553137.
[CUSTOMER][NEUTRAL] 3137.
[CUSTOMER][NEUTRAL] [PII] is the policyholder.
[AGENT][NEUTRAL] Mhm. Yes, now, the claim is gonna be for part 4.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3:14.
[CUSTOMER][NEUTRAL] Yeah, we do have a check number.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I wonder why. It shows that her direct deposit is active.
[AGENT][NEUTRAL] Mhm. Yeah, that's why she's calling. She's like it's supposed to be direct deposited.
[AGENT][NEUTRAL] So I'm not really sure what happened there.
[AGENT][NEGATIVE] That maybe, you know, after [PII], it will be like, you know, changed to direct deposit, but it did not.
[CUSTOMER][NEUTRAL] It looks like, let's see.
[CUSTOMER][NEUTRAL] There was some bank information added on today.
[CUSTOMER][NEUTRAL] Did she add some information today?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Not that I'm aware of. She called this morning and then she changed it online. Do you know, can you see if it was online or?
[CUSTOMER][NEUTRAL] I want to set up on call back number is your call status process and paid payment.
[CUSTOMER][NEUTRAL] Let the direct deposit.
[CUSTOMER][NEUTRAL] So I wonder what was added today. They can go add it for policy.
[AGENT][NEUTRAL] Um, I have no idea.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] The only thing I see here is that she is set up for direct deposit. I did see that in the morning when she called, um, but I don't know if she did that today. If she did it today, yes, it's not gonna go through direct deposit, but it looks like she had direct deposit in the past, so, um, yeah, that's what, you know, in the past.
[CUSTOMER][NEUTRAL] Give me 1 2nd to see if I can pull up her client to see if there was a new direct deposit information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was submitted. Give me 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm almost there.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, I don't see any new direct deposit information, so I don't know what that is about.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You can send her over and I can, I guess I can kind of see.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, probably get a callback number just and give her a call back to see who added her, she added or what because.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, OK, let me put her in. I fully verify her the callback number is the same one in the system, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Here you come. Thank you.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII]. I got Miss [PII] on the line. She's in the claims department. She's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I was just wanting to make sure that my um claim was sent direct deposit.
[CUSTOMER][NEUTRAL] OK, uh, I was looking at it when she asked me to review it. It looks like looks like there is a check number attached to this one.
[CUSTOMER][NEUTRAL] Uh, we could if it is gonna go direct deposit, we usually ask that you allow anywhere 2 to 3 business days for it to hit your account, but I do see a check number check number attached to this one, and I also see that some bank information was updated on today. Did you send in new banking information?
[CUSTOMER][NEUTRAL] I updated it online, you update it online.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so so when I talked to the lady early like I talked to someone earlier today and they said they were gonna switch it from a check to direct deposit.
[CUSTOMER][NEUTRAL] So did that not happen?
[CUSTOMER][NEUTRAL] No, I mean, in order for us to do that, if the check is on, if there's talk to the people be talking to the people that actually process the request, so I was just calling back to make sure that it actually happened. OK, so if there's a check number, that means a check is already printed for this one. So what we would have to do is go in and void that check and reissue it in order for it to be direct deposited at this time.
[CUSTOMER][NEUTRAL] So why didn't she say all that this morning when I talked to her? Because she said she talked to the people whoever processed them because it was supposed to been done on Friday, but it doesn't actually go out until today, she said, and so she, she said that they told her that it would be direct deposit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Actually talked to two people and I that's it.
[CUSTOMER][NEUTRAL] OK, because I am seeing a check number listed here.
[CUSTOMER][NEUTRAL] Right, and there was a check number listed this morning when I talked to them as well, and she said it was being switched over to direct deposit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But you're, so has it already went out?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, so it probably was mailed out today.
[CUSTOMER][NEUTRAL] Why she would have told me it was being switched over if that wasn't the case.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Do you see the notes from the two people that I talked to today?
[CUSTOMER][NEUTRAL] Uh, I see one person that you talked to today. Let me go back to the notes.
[CUSTOMER][NEUTRAL] But I've always had direct deposit, so if you look at my, the claims that I've done they've always been direct deposit. Yes ma'am that's why I was thinking that it was odd that this one.
[CUSTOMER][NEUTRAL] Um, a check was issued. The check number was issued.
[CUSTOMER][NEUTRAL] Uh, can I put you on hold just for one second?
[CUSTOMER][NEUTRAL] Uh-huh. Uh, give me one second.