AccountId: 011433970860
ContactId: 1ab8758b-8074-416c-b29b-770b381a4473
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344690 ms
Total Talk Time (AGENT): 177491 ms
Total Talk Time (CUSTOMER): 147760 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/1ab8758b-8074-416c-b29b-770b381a4473_20250605T13:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. I have a question for you. How, well, first off, how are you today?
[AGENT][POSITIVE] I'm doing great thanks how are you?
[CUSTOMER][NEUTRAL] Uh, well, well, it's been a long week. Um,
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I have an insured on the line who we processed a claim last night. She has direct deposit information in the system, but this is showing a check on the Amtrak, and she's wanting to know why.
[CUSTOMER][NEUTRAL] I wasn't gonna transfer her. I was just gonna try to see if somebody could tell me that.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Sure, I can see if I could try to help. um I'm not sure if that's on our end or customer service since it's already been released.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um, but I can
[CUSTOMER][NEGATIVE] It wouldn't be for a claim customer service it wouldn't be.
[CUSTOMER][NEUTRAL] This is for claims.
[AGENT][NEUTRAL] Oh, but you said I guess it was for the check though.
[AGENT][NEUTRAL] Right, they didn't, they didn't enter in the direct deposit?
[CUSTOMER][NEUTRAL] We issued her benefit.
[CUSTOMER][NEUTRAL] We and we issued it as direct deposit her payment for her claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean it should have been for a direct deposit, but it's showing that it was the claim was paid with a check.
[AGENT][NEUTRAL] OK, let's see, what's the policy number?
[CUSTOMER][NEUTRAL] And there is direct deposit information. Uh-huh, it is 251-707-4 for [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I do see that we have direct deposit information in Lion.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] So, I like on.
[CUSTOMER][NEUTRAL] So that's what she's wanting to know why would, why would a check have been issued?
[AGENT][NEUTRAL] So we don't like whenever we're processing we just enter into Lion we don't actually like the customer service they enter in the check information we don't actually select if it's a check or a direct deposit.
[AGENT][NEUTRAL] So, for some reason,
[CUSTOMER][NEUTRAL] So when a claim is processed customer service.
[AGENT][NEUTRAL] Is the one that enters in the direct deposit.
[CUSTOMER][NEGATIVE] I'm confused.
[AGENT][NEUTRAL] In in the lion system.
[CUSTOMER][NEUTRAL] Right, but we have
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So like whenever we enter in like the like in Lion, like whenever we're entering the benefits we just hit enter. So if there's direct deposit information in Lion, then it should be direct deposited but if there's for some reason not or maybe if it was entered incorrectly like the wrong account number then a check will be issued.
[AGENT][NEUTRAL] So let me see if.
[AGENT][NEGATIVE] The information was entered incorrectly, but customer service is the one that enters in the direct deposit we we don't actually.
[CUSTOMER][NEUTRAL] And there's not a note.
[CUSTOMER][NEUTRAL] Yeah, and there's not a note anything about direct deposit. There's nothing in there about a direct who added anything about a direct deposit.
[AGENT][NEUTRAL] 00, let me see if they have like the um authorization form and then I can see if the numbers match.
[CUSTOMER][NEUTRAL] 708.
[AGENT][NEUTRAL] Because that's the only reason why I would think that it wouldn't have gone through is if the account information was incorrect.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Cause then it would just, you know, bypass it and just issue a check. Um, so let me see.
[AGENT][NEUTRAL] But yeah, like the actual, like, if it's a check or direct deposit.
[AGENT][NEUTRAL] Like on the claim side like we don't determine that like if they have a direct deposit information entered in through customer service then it will automatically issue a check or direct deposit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of course, I can't get line to even, I mean, not line but on base, not on base is just spinning.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so I see on [PII], I'm not sure whose name that is, but it says bank info added.
[CUSTOMER][NEUTRAL] Just spinning.
[AGENT][NEUTRAL] So somebody.
[CUSTOMER][NEUTRAL] What can you, uh, where are you seeing that?
[AGENT][NEUTRAL] In the notes
[AGENT][NEUTRAL] No it's entered in on [PII].
[CUSTOMER][NEUTRAL] Yeah, I can't, why can't I see that?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't see any of that. May when.
[AGENT][NEUTRAL] [PII], let me see if I can find who's at whose username that is. I don't think it's a claims person. Let's see.
[CUSTOMER][NEUTRAL] That looks like that was an OSC. I think that probably is through the OSC.
[AGENT][NEUTRAL] Oh, OK. Oh, so maybe they entered it in themselves then, their direct deposit?
[CUSTOMER][NEUTRAL] I need let so let me let me because she can change that in the OSC but let me.
[CUSTOMER][NEUTRAL] Let me get back on the line and verify with her because.
[CUSTOMER][NEUTRAL] Yeah, that I believe that signature thing is OSC.
[AGENT][NEUTRAL] Oh, so yeah, I would definitely check to make sure that it did that that she did it correctly on her end, but I do see that it's in the lion screen the check information, but maybe it was, I would just check the numbers, make sure that that she got those numbers correctly because if it doesn't match, then the system will just bypass it and issue a check.
[CUSTOMER][NEUTRAL] And it's not
[CUSTOMER][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] OK, yeah, let me get back on there and do that with her because there's, I mean, nothing. I was looking for, you know, some type of correspondence or something in there that showed, you know, like where she had sent that information in, but it looks like I, I'm, I'm pretty sure [PII] that that's indicates it was entered in the OSC. So let me, let me verify that with her. I appreciate you looking at it.
[AGENT][POSITIVE] Oh sure, no problem, you're welcome.
[CUSTOMER][POSITIVE] OK, thanks. Go on, have a good day.
[AGENT][POSITIVE] Mhm. Thanks you too. Mm bye bye.
[CUSTOMER][POSITIVE] Hi, [PII]. Mm thank you. Mm bye.
[AGENT][NEUTRAL] Bye.