AccountId: 011433970860
ContactId: 20948569-71fc-428e-a24e-ad20384f7de7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376339 ms
Total Talk Time (AGENT): 153187 ms
Total Talk Time (CUSTOMER): 162216 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/20948569-71fc-428e-a24e-ad20384f7de7_20241230T22:01_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]. I was just speaking to a young lady named [PII] and uh our call got cut off. And so I was waiting on her to call me back when I realized that it was actually my phone that didn't work, but AT&T and their green dropped the call. So do we have to start over?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, yeah, I mean, unfortunately, I apologize for that, but I'll need like a policy number or something, yeah.
[CUSTOMER][NEUTRAL] OK, well, I don't have the policy number in front of me, but we, we can go in the back door. Uh the name is [PII], it's a cancer policy.
[CUSTOMER][NEUTRAL] Her birthday is the [PII].
[AGENT][POSITIVE] All right, I appreciate that. Let me just take a look here, one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] was really doing a good job.
[CUSTOMER][NEUTRAL] Put us on hold and went and did a bunch of work, came back, had it all figured out and then click.
[AGENT][NEUTRAL] Dang it. OK.
[CUSTOMER][NEUTRAL] But, but my wife is a Verizon customer, so we're, we're no longer owning AT&T on this phone.
[AGENT][NEUTRAL] Let me see. OK.
[AGENT][NEUTRAL] OK, so it looks like [PII] did add some notes in here so let me see.
[AGENT][NEUTRAL] So it looks like there was a
[CUSTOMER][NEUTRAL] We were checking on the plane.
[AGENT][NEUTRAL] Yeah it looks like there was a claim and it looks like you guys had an old address on here so what she did was she submitted a request um since the payment went to the wrong address, to have that voided and it looks like it's being resubmitted to the correct address.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, all of our payments are supposed to go direct deposit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Don't know why that one ended up.
[CUSTOMER][NEUTRAL] In the mail.
[CUSTOMER][NEUTRAL] Is there a way so, so can we, can we do that before they issue another check and mail it out? is that?
[CUSTOMER][POSITIVE] Doable.
[AGENT][NEUTRAL] Yeah, let's see here.
[CUSTOMER][NEUTRAL] We asked when we we called like the day after they mailed it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] And they, they, the person we spoke to then said they couldn't stop payment on it.
[CUSTOMER][NEGATIVE] That it would have to come to us or it could come to us and then we could refuse it and send it back or something anyway but that you couldn't do it on your own evidently [PII] knows how to do that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and I see that your your account information is on here, so not sure why they did that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We, we had to re up it. We, she worked until last.
[CUSTOMER][NEUTRAL] April in the school district and then we, we were able to continue the account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But not under the school district's auspices.
[CUSTOMER][NEUTRAL] So it may be that when we switched they started but that wouldn't be the answer either because we had been getting direct deposits all summer up until that particular it would it would have been the first payment after [PII], which would have been the new policy date so all I could figure is maybe when the new policy date kicked in and.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It it kicked that out or changed or something I don't know.
[AGENT][NEUTRAL] Yeah, I know for sure. OK, um let me see.
[AGENT][POSITIVE] I can definitely.
[AGENT][NEUTRAL] Yeah, it looks like maybe when they reissue when the new policy and I don't know why didn't must have been an oversight on the claims department as far as them not submitting it direct deposit so.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Somebody clicked the wrong button or didn't click the right button.
[AGENT][NEUTRAL] Yeah, so.
[CUSTOMER][POSITIVE] It's easy to do.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] OK, so I went into the request that [PII] sent over for that check and it looks like she did put in here um requesting stop payment for check and please reissue as direct deposit. Direct deposit form is on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I'll, I'll watch it a couple of days and see if that shows up then.
[AGENT][NEUTRAL] Yeah, so it looks
[AGENT][NEUTRAL] Yeah, absolutely, so it looks like she dotted all the I's and crossed all the T's.
[CUSTOMER][NEUTRAL] How long is it?
[CUSTOMER][POSITIVE] Well, I wish I'd have had a chance to tell her thank you. May maybe here in a little bit. My phone will come back up and she'll call me back.
[AGENT][NEUTRAL] Oh, I will.
[AGENT][POSITIVE] And I'm, I'm happy to pass the message along as well, not a problem.
[CUSTOMER][POSITIVE] Oh thank you. That would be great. She did a great job and so did you. Appreciate you.
[AGENT][POSITIVE] Yeah, not a problem. Anything else we can help with here today?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Uh, do you have any idea of what the typical time frame is for, for those issues?
[AGENT][NEUTRAL] Um, so let's see, uh, generally the check should be voided out. I don't know if it'll get voided out today since we're kind of towards the end of the day, but it should be voided out and reissued tomorrow, and direct deposits generally come within a couple of days, so I would say you should see something by the end of the week.
[CUSTOMER][POSITIVE] OK, good deal. I'll keep an eye out.
[AGENT][POSITIVE] All right, sounds good.
[CUSTOMER][POSITIVE] Alright. Have a good one.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.