AccountId: 011433970860
ContactId: 0a5799cf-fdce-443f-815f-a265cb7c2cf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1167079 ms
Total Talk Time (AGENT): 236147 ms
Total Talk Time (CUSTOMER): 444300 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/0a5799cf-fdce-443f-815f-a265cb7c2cf6_20250617T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling, uh, my policy number is 620424, and I have a um.
[CUSTOMER][NEUTRAL] An accident uh policy with disability attached to it and the claim person who works on my claim is um by the name of uh [PII].
[CUSTOMER][NEUTRAL] So, can I speak with her?
[AGENT][NEUTRAL] Give me just a moment, [PII], um, can I go ahead and get you to verify your date of birth and your address for me?
[CUSTOMER][NEUTRAL] [PII] my uh address is [PII].
[AGENT][NEUTRAL] OK. And in case the call gets dropped, is the, is the number you're calling from um the number we can call you back at?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] And you were having her working on your claim?
[CUSTOMER][NEGATIVE] Well, she, she's been working on it every month, ma'am. This is the only month that I've ever had a problem where my money is not in the bank on the on the [PII]. And I've been having some issues. I've called my bank, they do not have it. They do not see it. I talked to one of your representatives today. She said it was going to be after [PII] and it's still not in my bank. And today is the [PII], I was supposed to be paid on the [PII], and I want to get paid because I paid for this, and I paid for this for years.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you're saying your disability check of 500 hasn't reached your bank yet?
[CUSTOMER][NEGATIVE] No, it has not, and I've been calling ever since yesterday about it and uh they were holding it up because they were waiting on something from the doctor and [PII] had to tell him that I'm not working, I haven't worked in almost a year, ma'am. I'm hurt. And I can't keep calling you all about my money every month when I have bills to pay. This is the inconvenience for me to pay for something this long and I have to get the runarounds about getting paid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see, just me.
[CUSTOMER][NEGATIVE] No, it has not reached my bank.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEGATIVE] Yes. I don't know who did it, but, but, uh, it's not done.
[AGENT][NEUTRAL] Alright, I just wanna let you know I am looking into this, so just give me one moment, OK?
[CUSTOMER][NEGATIVE] Yes ma'am, and I'm tired of talking to you all about it. I need it to be corrected and it it needs to go to my bank because I'm tired of calling. It's something that I pay for.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So it looks like we did release this payment to the bank um yesterday, the [PII] um from there since it clears, uh it will be up to your bank but it should take, it shouldn't take more than 24 to 48 hours.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Ma'am, ma'am, my bank said they do not see it. What bank did you release it to?
[AGENT][NEUTRAL] Uh, we have First Horizon Bank.
[CUSTOMER][NEGATIVE] OK, that's the bank that you always deposited to. I've never had an issue and it's not there. I called them twice today. They do not see it.
[CUSTOMER][NEGATIVE] It normally be in my bank. When she said on the [PII], it comes on the [PII] of every month. This is the only month it has not came on the correct date.
[CUSTOMER][NEUTRAL] If you can't tell me what's going on, put me on the phone with [PII] so she can get it taken care of.
[CUSTOMER][NEGATIVE] Cause I have bills. I don't, I don't know what y'all got going or whatever, but I, I don't, I ain't never had to wait on nobody to give me no money cause I've always worked. Now that I can't work, it's hard for me to get my money that I paid for, policies that I paid for. I have to always call people about it. You forget, but you all get paid to do my claim. So I need it right or either give me uh to a supervisor or something to get it right. I don't know what y'all did wrong, but it's not in my back.
[CUSTOMER][NEUTRAL] And I've, I've looked at it several times and I've called my bank.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEGATIVE] And it's still not showing up. If you released it yesterday, it's supposed to have been in my bank today. I ain't never had no problem.
[CUSTOMER][NEGATIVE] This is the first time me having an issue with the money going in my bank.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEGATIVE] And it needs to be in there cause it's something I paid for.
[AGENT][NEUTRAL] Alright, now let me see who's available who can talk to talk to you through this because um I'm not seeing [PII] in here um so give me just one moment while I find someone who can help you through this, OK?
[CUSTOMER][NEUTRAL] Her name is her name is her name is [PII], and she works in the um accident uh department where I have a um.
[CUSTOMER][NEGATIVE] Mmm. A disability writer on my insurance, so I need to speak with her. I don't want to speak with nobody else because um it's really pissing me off. This is the first month that I've ever had a problem with getting m[PII] money and I, and I have bills that come out of my bank that my bank gonna be overdrawn because my money ain't there to collect my bills.
[CUSTOMER][NEGATIVE] And this an inconvenience for me.
[AGENT][NEUTRAL] OK, give me just one moment, let me see if she's available.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, give me one minute while I see if I can get a hold of [PII], OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Claims, this is [PII].
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hey how are you?
[AGENT][NEGATIVE] Well, I'm currently being screamed at by a woman who said she wanted a supervisor, then she's like, I'm not gonna talk to anyone but [PII]. Um, she's upset.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Uh yes, it showed, yeah, we sent, we sent it in on the [PII] and I told her that and I said that it was sent to the bank today. I guess she called this morning and someone said that it would hit at [PII] and it hasn't hit. She yelled at me because I don't know how to tell time. She yelled at me because she's paying me to do this like all sorts of like, I'm like, oh, are you paying for this? I had no idea.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] But um I had put in a request for a supervisor because that's what she had asked and then after I put it in, she's asking for you and I don't know if you would like to speak to her if you'd like me to go ahead and get a supervisor.
[AGENT][NEGATIVE] She's kind of flip flopping. I told her it could take 24 to 48 hours for it to hit the bank afterwards. She said she's called the bank twice. She said she's never had an issue like this before. Um, the bank didn't change. I, I, I don't know, um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] But I did put it in
[CUSTOMER][NEUTRAL] What is her policy number?
[AGENT][NEUTRAL] It is 620424.
[AGENT][NEGATIVE] I mean, she's not raising her voice. She's straight up screaming demands at me.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yeah, she's she's a lot as soon as you said you were getting yelled at, I already knew who it was, um.
[AGENT][POSITIVE] I'm so sorry that I have to do this to you.
[CUSTOMER][NEUTRAL] Yeah, no, no, no, you're, you're fine. I already knew who it was, um, yeah, it was released last night at [PII].
[AGENT][NEUTRAL] That's what I, I have it. I'm in the, I, I don't know if you're in, I'm still new at the well I say new, I started in April. I put it in the billing and uh customer service help chat and everything.
[AGENT][NEUTRAL] And um,
[AGENT][NEGATIVE] They said the same thing. I told her the exact same thing. It was released at [PII] and uh it wasn't.
[AGENT][NEUTRAL] It wasn't a good enough answer for her?
[CUSTOMER][NEUTRAL] I told her yesterday.
[AGENT][NEUTRAL] Mhm. She's she's called.
[CUSTOMER][NEUTRAL] I literally told her yesterday it was gonna be released from us at [PII] and then it was gonna be up to her banking institution.
[CUSTOMER][NEUTRAL] When she would get it.
[AGENT][NEUTRAL] Yeah, I said that too.
[AGENT][NEUTRAL] Um, I did get a reply from [PII] who's, she's not our supervisor but she handles some of the escalations. She said I can transfer it to [PII], who I'm assuming is your supervisor. I don't know everyone's names yet, but she said we can always transfer her to to [PII] as well. But I mean, she asked for a supervisor and then I, then she was like, I'm not talking to anyone but [PII]. I said, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Which one do you want me to do?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can if she's wanting to talk to me, you can put her through to me and I'll try my best to calm her down, um.
[CUSTOMER][NEUTRAL] If not, then I'll have to put her through to [PII].
[AGENT][NEUTRAL] OK, yeah, uh, I, I already told her everything that you told her and everything that, you know, I, everything that I know on my end about the bank.
[CUSTOMER][NEUTRAL] I'm gonna tell her the same exact thing you told her and the same exact thing I told her yesterday so you can put her through.
[AGENT][POSITIVE] And she'll probably be a lot nicer. Um, they did say if you need to send it, uh, they did say if you need to, you can send her to, to [PII].
[CUSTOMER][NEGATIVE] No, she won't
[CUSTOMER][NEUTRAL] Yeah, she's my supervisor. I already talked to [PII] about her yesterday as well, so, um.
[CUSTOMER][NEUTRAL] You can just let them know that she has to speak with me so and I deal with her every single month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So it's fine you can just put her through. She'll fuss me out again like she does every month.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Well, I appreciate you, just know that.
[CUSTOMER][POSITIVE] Oh yeah, it, it's no problem uh.
[CUSTOMER][NEUTRAL] I deal with her a lot.
[AGENT][POSITIVE] OK, well I appreciate you. I'll send her over and like I said if you need to do [PII], um, well, you already know you talked to [PII]. OK, I will send her over.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][NEUTRAL] Right. Here you go.
[CUSTOMER][POSITIVE] Alright, thanks.
[CUSTOMER][NEUTRAL] Yes, ma'am. Hey, Ms. [PII], it's [PII].
[CUSTOMER][NEGATIVE] Hi [PII], this is [PII]. Um, you told me that the check will be here today and I know I never had no problem. I'm just figuring they did something wrong because I talked to the bank twice and it's still not there and I'm looking at it right now and it's not in there.
[CUSTOMER][NEUTRAL] Yes ma'am, I told you yesterday that it would be released from us at [PII] and then it would be up to your banking institution after that, um, and I do remember you stating that you typically, you know, you would get it the next day.
[CUSTOMER][NEUTRAL] Um, so I just verified and when I was speaking with Ms. [PII] and she, you know, she said that she did say that it was actually released from us last night at [PII] and I did just confirm as well that it did go direct deposit into your bank and it was released from us last night at [PII], um, typically it can take up to 48 to 72 hours from your banking institution for them to release the funds to you.
[CUSTOMER][NEUTRAL] But we did in fact release that last night.
[CUSTOMER][NEUTRAL] OK, um, I wanna ask you a question. um, why is it that, did you, did you do my, um, did you do my claim or someone else did you say?
[CUSTOMER][NEUTRAL] No, yes ma'am, I did it, um, what it is is on your policy.
[CUSTOMER][NEUTRAL] Um, the type of policy you have, whenever I work the claim, I have to send it up to someone else and then they actually go in and just um review it and then they actually go in and release it.
[CUSTOMER][NEUTRAL] So but I actually work your claim.
[CUSTOMER][NEGATIVE] Yeah, cause I told him I said I ain't never had no problem with you. It always go on the same day and this is the this is so crazy that it didn't go in there on on the [PII], like it's supposed to have went in there and then it it whenever you say it's gonna be there, it be there. This month it's not there and I've called the bank twice, she said she don't see it coming in nowhere.
[CUSTOMER][POSITIVE] Yeah, it, but like I said, I did confirm and Miss [PII] did confirm, you know, as well, and she told me that she did look and you know I looked as well when I was on the phone with her everything was released on our end last night at [PII], so maybe, you know, maybe it's just going through the process of everything of getting to the institution, but I'm hoping and Ms. [PII], I'm praying that.
[CUSTOMER][POSITIVE] Today it's just a 24 hour process and then hopefully you know overnight everything will go through and I'm hoping and praying that it will hit your account overnight and then it will be in there tomorrow that's what I'm really hoping.
[CUSTOMER][NEUTRAL] Mm, OK, so, um, next month, you know, cause I know the uh the last time before.