AccountId: 011433970860
ContactId: 3be1dbdc-ca34-4575-b593-26feb122dcde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 568950 ms
Total Talk Time (AGENT): 237031 ms
Total Talk Time (CUSTOMER): 188948 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/3be1dbdc-ca34-4575-b593-26feb122dcde_20250530T12:50_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have Ms. [PII] on the line with policy number 740,240.
[CUSTOMER][NEUTRAL] I have already verified all her information and callback number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is that OK and so is that you said that she did verify all of her information, [PII] and that is the phone number that's in the system for?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that is the one she provided as, um, callback number.
[AGENT][NEUTRAL] And when you verified your information.
[AGENT][NEUTRAL] In the system, is that?
[AGENT][NEUTRAL] The one that's in there.
[CUSTOMER][NEUTRAL] Um, I, I just ask, um, it is the same one it is in the system.
[AGENT][NEUTRAL] OK. And how can I help Ms. [PII] today?
[CUSTOMER][NEUTRAL] Um, Ms. [PII] is requesting information about a claim for her dependent.
[AGENT][NEUTRAL] And which dependent did she say?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mm, OK. All right. Mhm. Go ahead.
[CUSTOMER][NEUTRAL] Um, she said she, mhm.
[CUSTOMER][NEUTRAL] A little bit of background of, uh, a little bit of background of what the, uh, question is, is that, um, she already filed the claim, but she has not received the direct deposit. Apparently, she filed a claim before this one, sorry, after this one and that one already got paid but not the one she um submitted information for before.
[AGENT][POSITIVE] OK, I can talk to her so I can try and figure out what we, what we need to do. OK, all right. You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi, this is [PII], and um,
[AGENT][NEUTRAL] [PII] was saying that you had some questions regarding one of the claims for one of your dependents.
[CUSTOMER][NEUTRAL] Yes ma'am, I didn't receive the deposit and it was uh I guess complete on the [PII].
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] Uh, give me just a moment to look at a couple of things.
[AGENT][NEUTRAL] OK, so according to, so what did you receive a deposit for, Ms. [PII]? And again, any information that I provide, yes, ma'am, but let me, let me just say one thing before um
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] I give you any information. Anything that I do provide for you today will be a verification of benefits and not a guarantee of payment. So the claim that [PII] said was in, it was for, she said it was for [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, claim number 3605104 it approved, but I didn't never get the deposit.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so what have you received?
[CUSTOMER][NEGATIVE] I received just for [PII] the 340 0 wait hold on I'm, I don't wanna tell you wrong 34883. I received that one but for [PII] I didn't never receive it.
[CUSTOMER][NEGATIVE] And I get them direct deposit and I got [PII]'s but I didn't get [PII]'s.
[AGENT][NEUTRAL] OK, let me look at the um let me just look at some notes. Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so what I'm going to need to do is to send a request.
[AGENT][NEGATIVE] To have this researched since she did not receive the payment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] 4.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, yes, for [PII].
[CUSTOMER][NEUTRAL] Yes, yes, [PII] mhm.
[AGENT][NEGATIVE] So you haven't received.
[AGENT][NEUTRAL] Any claim any payment for him at all?
[CUSTOMER][NEUTRAL] Not for the claim number 3605104 and then the one for 3605109. I did not, but I did for [PII] for claim number 3605344. I did receive it.
[AGENT][NEUTRAL] OK, so the 2, let's see.
[AGENT][NEUTRAL] So 3605.
[AGENT][NEUTRAL] 109 and 104 you did not receive, correct?
[CUSTOMER][NEUTRAL] Yes ma'am, I did not, but I did for [PII], that is correct.
[AGENT][NEUTRAL] So both of those two claims, the one ending in 109 and 104, are both for [PII].
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] And just let me look.
[AGENT][NEUTRAL] And can you just verify the bank information with me, please?
[CUSTOMER][NEUTRAL] Mm yeah it's um Bank of America and then let me do you need me to give you the account number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, yes ma'am, that and the routing number. I mean, I can see that in, but before I, since I'm gonna send the request, uh, I wanna verify it myself.
[CUSTOMER][NEUTRAL] OK, I'm gonna
[CUSTOMER][NEUTRAL] No, it's fine. I'm gonna log in real quick.
[AGENT][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] So the account number, well, the, uh huh, the account number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and then the routing number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Now, let me look.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And see the
[AGENT][NEUTRAL] [PII]. OK. Give me just a moment to look at his information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so yes, ma'am. I will put a request in to have this researched and someone to give you a call back if that would be OK. Now I don't know if I don't know if that will be today or not, Ms. [PII]. It could possibly not be until Monday, you know, because they will have to look into it a little bit, but I will let them know that I did verify the account information and also that you did receive.
[CUSTOMER][NEUTRAL] Yes, yeah, that's fine.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That claim that was processed after the one for [PII], the one you did receive the funds for [PII]. So, is there,
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] Yeah, because I'm also I went back on my bank account to make sure like I didn't miss something and I got the [PII] but I didn't get um [PII]'s and that's what I found strange.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hm. Now, have you checked with your bank?
[CUSTOMER][NEUTRAL] No ma'am, I mean it's not because it's not showing on my account.
[AGENT][NEUTRAL] Right. I was just wondering if they have it pending for some reason on their end. Yes. Uh-huh.
[CUSTOMER][NEUTRAL] Like a whole
[AGENT][NEUTRAL] Since his benefits were more.
[CUSTOMER][NEUTRAL] I will call them.
[CUSTOMER][NEUTRAL] Right, I'll call them, but if you can still have, yeah.
[AGENT][NEUTRAL] I mean, I don't know. I just know that.
[AGENT][NEUTRAL] You know, sometimes they will depending on the amount of the payment, they will put a certain number of days hold on it.
[CUSTOMER][NEUTRAL] It's strange.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Funds in there, yeah, I'll check with them but if you could also um.
[AGENT][POSITIVE] Absolutely. I'm still gonna send the request. Yes, I will. Mhm.
[CUSTOMER][NEUTRAL] Let them look into it, yes ma'am.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. So if that is all that I could help you with at the moment, Ms. [PII], thank you very much for calling APL and I hope that you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] bye bye uh huh bye bye.