AccountId: 011433970860
ContactId: 138a2a6b-3c55-4fb9-8f5f-9c2156a894d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335239 ms
Total Talk Time (AGENT): 143825 ms
Total Talk Time (CUSTOMER): 168151 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/138a2a6b-3c55-4fb9-8f5f-9c2156a894d3_20250502T12:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning [PII]. This is [PII] in customer care. How are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good thank you for asking um I have an insured on the line who had a claim paid and it went to the wrong account and it looks like maybe that's something you guys help with is that correct?
[AGENT][NEUTRAL] OK, yes, uh-huh.
[CUSTOMER][NEUTRAL] Alright, and I have policy number and claim number whenever you're ready.
[AGENT][NEUTRAL] OK, the policy number.
[CUSTOMER][NEUTRAL] Her policy number um is gonna be 238.
[CUSTOMER][NEUTRAL] 9665.
[CUSTOMER][NEUTRAL] This is the one the claim went under.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's for [PII].
[CUSTOMER][NEUTRAL] And then the claim number is 359.
[CUSTOMER][NEUTRAL] 5351.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry. Oh, I was just gonna say I did check the banking information on this one and it she did verify that it's incorrect. Her active policy she did update so that's like good to go. It was just this was an older claim she was doing and she didn't know she needed to change both.
[AGENT][NEUTRAL] Oh, I see, got you. OK, um, and when we get this corrected, will the claim just go back through or you know, like.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I need to let y'all know.
[CUSTOMER][NEUTRAL] I, you know what, let's see if the claim has been processed.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I wonder if
[CUSTOMER][NEUTRAL] Maybe I need maybe I should maybe I'll, I may need to reach out to claims once it's updated to have it reprocessed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And um
[CUSTOMER][NEUTRAL] Because I'm not 100% certain. Guru just said if the bank account information on the payment is wrong, call customer service.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can definitely get that and you said her active policy has the correct information?
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] That's what she told me, yes, yeah, she said that she's like, I've gotten payments before. I just don't know what happened with this and I said, well, the date of service was [PII], so it went under the one that was that is lapsed, you know, because that was the one that was active at the time and she was like, oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK. Um.
[AGENT][NEUTRAL] OK, now I can get this updated, um, and can I shoot you an IM or something when it's done? I mean, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, yeah, absolutely, and I'll reach out to my help desk to see what we need to do on the claim to get it reprocessed.
[AGENT][NEUTRAL] OK, but I
[AGENT][NEUTRAL] OK, that sounds good. OK, but I can speak with her, you know, and just.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it. Did you want her her callback number is the number she's calling from. Did you want it?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. No, that's good. Thank you.
[CUSTOMER][NEUTRAL] OK. You're welcome. Here she comes. One moment.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. How are you today?
[CUSTOMER][POSITIVE] Uh-huh. I'm good, thanks for asking.
[AGENT][NEUTRAL] Ma'am, um, now [PII] was just telling me that we need to correct the, uh, your banking information on your last old account.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and your new account um or your new policy that you have with us has your correct banking information?
[CUSTOMER][NEUTRAL] It does.
[AGENT][NEUTRAL] OK, yes, ma'am. Now I can get that updated from your new policy, um.
[AGENT][NEUTRAL] And then we will resubmit that claim to go to the correct um checking account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now will this keep it from happening again?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It will. Yes, ma'am.
[CUSTOMER][POSITIVE] Cause I, OK, good, good, good, good. Thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Cause, um, for sure, your active policy has the correct information, so yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, it does, cause that's what they've been sending them.
[AGENT][NEUTRAL] And I have updated the old one.
[CUSTOMER][POSITIVE] Good, good, good, thank you.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Oh OK. Yes.
[CUSTOMER][NEGATIVE] I said that's why they've been sending my payments then this one went to the wrong account. I was trying to make sure that this will correct the problem.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][POSITIVE] Yes, yes, ma'am, it sure will.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I will need to um let the claims department know to reprocess that um to go to this discount um so I will take care of that.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am. But is there anything else I can do for you?
[CUSTOMER][NEUTRAL] That is it. That's all I needed.
[AGENT][NEUTRAL] OK. And give it, um, you know, several days before you will see it, um, for sure by the end of next week.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] Can I do anything else for you?
[CUSTOMER][POSITIVE] Thank you. You have a great weekend.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. You have a good weekend too, Ms. [PII]. Thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you and thank you for calling.