AccountId: 011433970860
ContactId: 1eb1a595-a02f-44bc-a4bc-0892954a9f99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305279 ms
Total Talk Time (AGENT): 137531 ms
Total Talk Time (CUSTOMER): 155358 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/1eb1a595-a02f-44bc-a4bc-0892954a9f99_20250130T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, hi, [PII]. It's [PII]. How are you?
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][POSITIVE] Good, long time no talk to it feels like anyway.
[AGENT][NEUTRAL] I know, right?
[CUSTOMER][NEUTRAL] Uh well, I have a gentleman on the line and this is gonna be under company 22.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the policy number is 008.
[CUSTOMER][NEUTRAL] 10367 for [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's regarding the most recent claim process 355-6147.
[CUSTOMER][NEUTRAL] He's called a couple of times this week.
[CUSTOMER][NEUTRAL] And we did issue payment that was to go via direct deposit. Um, he called yesterday spoke to and to [PII]. She verified the account information. I have re-verified the account information and that is accurate what we have on in our system, but he says that his bank does not show anything even pending.
[CUSTOMER][NEUTRAL] For us, or from us, I should say for him.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, yeah, you can send him over. I could see how.
[AGENT][POSITIVE] I can assist him with it.
[CUSTOMER][POSITIVE] All right girl, well I certainly appreciate you and thank you so much. Have a good afternoon.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] You as well thanks.
[CUSTOMER][NEUTRAL] Alright, thank you. I just want and he's, oh, I don't know if I told you he is fully verified, so if something happened to the call that number that's in line would be the one to call him back on.
[AGENT][POSITIVE] Alright, good deal.
[CUSTOMER][POSITIVE] OK, thanks [PII].
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, good, uh, uh, good morning, [PII]. How you doing? Uh, I'm just calling to find out, good, good, um, I'm just calling to find out, uh, when I called, um, Tuesday, and obviously I called yesterday also, um, they said the money from the, uh, uh, so from the account was supposed to be direct deposited on Tuesday, and I called the bank today and it's still not into my account. Is there something wrong or is it?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Too soon, 2 days is too soon, or how does that work?
[AGENT][NEUTRAL] Um, I haven't heard of any issues with the direct deposits, and yeah, I do show that the payment was released on the [PII]. Uh, from that point, it would be, um, depending upon the financial institution, how long it takes for those funds to post and be available.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, so the the funds were released yesterday.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I'll give them a.
[AGENT][NEUTRAL] Well, no, today is the [PII]. They were released on the [PII], so that was Tuesday.
[CUSTOMER][NEUTRAL] Right, OK, OK, hm, interesting, because I, like I said, I might, you tell him I just called them this morning before I called you guys because I didn't wanna pick on you if you didn't do anything, you know, there's nothing wrong and obviously not it's been released, uh, yeah, because I called them this morning they said that nothing has been, uh, received on their, on their end.
[CUSTOMER][NEUTRAL] And as soon as they get the funds, they release it. Do banks usually hold that money or do you know? I don't understand because, uh, don't take it wrong, I could use this money. I've been waiting since the [PII] for this money.
[AGENT][NEUTRAL] Understood. Yeah, and it's, I wouldn't say they hold it. A lot of times, um, it takes a couple of days for the funds to post, um, for them to even see it in their system. I'm not sure how the inner workings of that with the banks, but I do know that once we release that direct deposit, once we release those funds, it is typically a few days before, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The insured, yeah, before it's seen um or accessible at the bank.
[CUSTOMER][NEGATIVE] It shows up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see if it went out, yeah, this would.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I would suggest by tomorrow.
[AGENT][NEUTRAL] If those funds are not showing, um, give us a call back and I'll also make a note on your policy and then.
[AGENT][NEUTRAL] We can um just do some research on the back end to assure that that direct deposit um was sent successfully. As of now, it doesn't show anything. So, my first thought is that it's just still um time, allow a little more time, but by day 3, which would be tomorrow, uh, that's uh probably a cause a red flag to say, hey, let's look into this.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. All right then. Yes, thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, no problem. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, you've been very helpful, thank you.
[AGENT][POSITIVE] Mm thank you thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks. Bye bye.