AccountId: 011433970860
ContactId: 2b6d963c-373d-495b-8aaa-7a5e3536715f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1370109 ms
Total Talk Time (AGENT): 285945 ms
Total Talk Time (CUSTOMER): 150062 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/2b6d963c-373d-495b-8aaa-7a5e3536715f_20250404T16:28_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK, so this is um [PII] claims. Um, I have a member on the line. He said that he was speaking with someone earlier in regards to his disability payment. Um, I show where a payment was sent out on the [PII], but he said that he never received it. And um he said that he was speaking with someone about it, but the call was um dropped. So would you be able to further assist him? This is for a disability policy.
[AGENT][NEUTRAL] Um, sure. Go ahead with the policy number.
[CUSTOMER][NEUTRAL] It is 01688695.
[CUSTOMER][NEUTRAL] For Mr. [PII].
[AGENT][NEUTRAL] OK. Um, did you verify any of his information or no?
[CUSTOMER][NEUTRAL] Yeah, yeah, I verified all his information and his callback number is the one that's in the system.
[AGENT][POSITIVE] OK, perfect. Thank you. All right, I'm ready for him. Thank you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, here it is. Thank you.
[AGENT][POSITIVE] Have a good day. You're welcome. Bye bye.
[AGENT][NEUTRAL] Good morning. This is so in the curtain department. Is this Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, and um Miss [PII] transferred the call over to us to assist you. She was letting me know that you was calling about your claim.
[CUSTOMER][NEUTRAL] Yes, I was, yes.
[AGENT][NEUTRAL] OK. Um, so, um, based on what she was telling me, um, the claim that was processed on [PII] was direct deposited. Uh, are you calling about that one or are you calling about the most recent one for April?
[CUSTOMER][NEGATIVE] No, I'm talking about I'm not calling with that one. I hadn't get anything none of them.
[AGENT][NEUTRAL] So you have not received the direct deposit we sent um to on the [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Bear with me just a second.
[AGENT][NEUTRAL] OK. Can you verify the um banking information to make sure we have it correctly?
[CUSTOMER][NEUTRAL] OK, uh, hold on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, go ahead with the information.
[CUSTOMER][NEUTRAL] What you need?
[AGENT][NEUTRAL] I just need you to um give me the information so I can make sure that we have the correct information for the direct deposit that we did send it to the correct place.
[AGENT][NEUTRAL] So let me have that routing number and the account number.
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] OK, I think get get get all the, all the numbers on the bottom of the check.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] What was uh [PII].
[CUSTOMER][NEUTRAL] 278401
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And 126322471.
[CUSTOMER][NEUTRAL] 7.
[AGENT][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] And the number on that is.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] And I'm gonna end is uh 2640.
[AGENT][NEUTRAL] The 640 is the number after. OK. Uh, I have a question. What's the check number of the, the one you're giving me? The, the check in the top.
[CUSTOMER][NEUTRAL] That's all the numbers on the bottom check.
[CUSTOMER][NEUTRAL] Uh, check numbers check number is 2,402,640.
[AGENT][NEUTRAL] 2640 is the check number. So the policy number is 1263224717.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What what is now?
[AGENT][NEUTRAL] OK, so the, the numbers.
[AGENT][NEUTRAL] The policy number is 1263224717.
[CUSTOMER][NEUTRAL] That's the policy number.
[AGENT][NEUTRAL] OK, on the bottom of the check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On the bottom of the check.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] You gave me the routing number, which is perfect. The next, the 2nd set of numbers, can you repeat the 2nd set of numbers?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] I see what's going on. OK. So let me go ahead and check and see what can we do because it looks like the, the policy number was missing some numbers, OK? Um, so if you don't mind holding for me, I'm gonna see what we can do to get this out to you again, OK? Bear with me just a minute so I can get instructions on what to do, OK? One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding, Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So it looks like um I was looking for the paperwork of the direct deposit and it looks like you did it online. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so, um,
[AGENT][NEUTRAL] Um, I cannot change it because you did it online. Um, so you need to open the information that you put on the direct deposit information and you need to correct it because, uh, we're missing the last three digits of the policy number. Uh, the direct deposit was returned back to us. So right now we have two options.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEGATIVE] Mhm. Yes, it's not correct. We're missing the 717.
[AGENT][NEUTRAL] Um, so at this point, yeah, we have two options. Either we can just go ahead and um send a check or we can go ahead and wait for the information uh for you to update the information and then resend it as a direct deposit. So I don't know which one would you like us to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, just, just go ahead and send me a check.
[AGENT][NEUTRAL] Send you a check. OK. All right. Let me go ahead and let them know that you wanna check. It's gonna be a couple more minutes, OK? I'm gonna put you on hold again so I can get this fixed for you, OK? One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. OK, so I went ahead and sent the request for that check to be sent out to you, OK?
[AGENT][NEUTRAL] Mr. [PII]?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEGATIVE] Oh Lord, keep cutting off.
[AGENT][NEUTRAL] Hello, Mr. [PII]. Oh, I'm so sorry. Yes, can you hear me now?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mr. [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK. OK. I'm so sorry. Um, yeah, it looks like we're having problems uh with the phone, but yeah, um, I went ahead and send the request out uh to have that check reissued for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's be it. you me up today, it should be someone in next week, right?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um, it is gonna be probably by tomorrow that it's gonna be sent out, OK? So it will be like regular meals, so about 5 to 7 business days, I will say.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. And just whenever you can, yeah, and whenever you can, if you want to just go ahead and go to the website and click on the direct deposit information and update that policy on the direct deposit or if you want us to do it, just go ahead and send us an email with the form. Um, you can go to our website and get the direct deposit form and fill it out and just send it to us and we can go ahead and do it for you.
[CUSTOMER][NEUTRAL] OK, I'll be looking for it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you have a good afternoon. OK, thank you for calling APL. Thank you. Bye-bye, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Bye.