AccountId: 011433970860
ContactId: 403e6d6f-ab88-4865-a0f2-d6af2a6654b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 588000 ms
Total Talk Time (AGENT): 140449 ms
Total Talk Time (CUSTOMER): 214838 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/403e6d6f-ab88-4865-a0f2-d6af2a6654b4_20250131T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, good morning, [PII]. I called yesterday because uh uh you, uh, your company was supposed to direct deposit which they said they did on Tuesday, direct deposit some money into my checking account, which hasn't still cleared today and that was Tuesday and they told me yesterday if it hadn't cleared a call back again today and that's what I'm going to see what's going on. I just called, got off the phone with the bank 5 minutes ago to make sure there was no nothing in the pipeline or anything coming up and they said there's no.
[CUSTOMER][NEUTRAL] So nothing going through their screen or clearing house for a direct deposit. Um, is there any way we can check to see what's going on with that?
[AGENT][NEUTRAL] Yeah, let's take a look. Do you have your policy number or claim number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 00810367 and it's under company 22.
[AGENT][POSITIVE] All right, thank you so much. Let me just pull that up here one moment please.
[CUSTOMER][NEGATIVE] Sure, and they said because what the person I spoke to yesterday said yeah they said it was uh sent on the [PII], which was Tuesday and uh this is 4 days later and I can't believe the direct deposit is taking that long.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then we check my routing number and my account number and everything's great, so I don't know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right and then if I could just verify please your first and last name?
[CUSTOMER][NEUTRAL] Is [PII] [PII] [PII] [PII]. There's all the questions you're gonna ask me.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] My system's taking a minute here. I'm sorry about the wait.
[CUSTOMER][NEUTRAL] Yeah, take your time. I'm in a rush. I've been been waiting since [PII] for this money, so, uh, it's, uh, this is.
[CUSTOMER][NEUTRAL] I'm waiting.
[CUSTOMER][NEGATIVE] I'm just sitting here trying to figure out what bills I'm paying or I'm not paying and uh.
[CUSTOMER][NEUTRAL] It's it it's just not going through so I don't know what to do yet.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] I had to log out and log back in since it's under the company 22. I'm just trying to get it to come up here.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That's no problem, please take your time. I am not rushing you. I hope I'm not rushing you.
[AGENT][POSITIVE] No, no worries.
[CUSTOMER][NEUTRAL] I just wanna get this settled so I can figure out what I'm doing with my bills that's all I wanna do.
[AGENT][NEUTRAL] Do you by chance have the claim number too that we're looking at or did they give that to you?
[CUSTOMER][NEUTRAL] The claim number? uh no claim number, just the policy number that's what they've been going by now I don't have a claim number, no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, 127 25.
[AGENT][NEUTRAL] Oh yeah, the [PII], this show was processed on [PII], so yeah, that was Monday, so probably would have been sent out.
[AGENT][NEUTRAL] Right after that.
[CUSTOMER][NEUTRAL] Right, which according to the person I spoke to yesterday said it was sent out on the [PII], which was Tuesday.
[AGENT][NEUTRAL] Yeah, usually, yeah, cause I would, you know, it's usually the next day, let's see.
[CUSTOMER][NEUTRAL] Right, right. Yup.
[CUSTOMER][NEUTRAL] So she said to wait till Friday and uh and that's what I that's what I'm doing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um, yeah, I see all the notes from [PII] who you spoke with yesterday and then somebody else in claims. So, um, let me get somebody on the line in claims and see what we need to do since it's not there as of today, OK, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] All right thanks one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] over in customer care. How are you this morning?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I am good. Um, I have an insured on the line. You actually spoke to this guy yesterday. Um, it's about a claim payment that he hasn't received. Do you want the policy number?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, it's 810367.
[AGENT][NEUTRAL] It's for a [PII]. I had to log out of my line and log back in because he said it's under that company 22.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Give me a moment to get that.
[AGENT][POSITIVE] Yeah, no worries.
[CUSTOMER][NEUTRAL] OK, I have it up.
[AGENT][NEUTRAL] OK, so he has claim number 3556147. It's the last one in there.
[AGENT][NEUTRAL] Um, he's been calling. It, it's supposed to be direct deposited, and he's saying the funds aren't there today, and he was advised to call back, that they should be there by today, um.
[AGENT][POSITIVE] He seemed pretty
[AGENT][NEUTRAL] He needs the uh payment.
[CUSTOMER][NEUTRAL] OK, alright, so I'm gonna have to.
[CUSTOMER][NEUTRAL] Submit a hub request to check on that uh particular direct deposit but yeah you can send them over. I'll speak with them.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I appreciate you. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] Here he comes.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes [PII] wow, I was just speaking to somebody else, um.
[CUSTOMER][NEGATIVE] I was talking to somebody and uh my money was supposed to be direct deposited on Tues which they said they did on Tuesday and today's Friday and still hasn't hit my account. I called the bank to make sure there was no uh nothing in the works or, or whatever. She and the person I spoke to said there's nothing there, there's no money they're ready to be deposited or anything like that.
[CUSTOMER][NEUTRAL] Um, what can we do? Because, uh, I just need to know if I'm gonna get paid or not soon I know what bills to pay. That's all I need to know. Understood, yeah, and uh sorry about that. I'm just taking a look. I I I spoke with you on yesterday regarding this and I. Yes, that is correct. Yeah, that's why I seem so surprised. I'm sorry. So that's OK, yeah, to uh follow up on this because I know I told you tomorrow should be, but um.
[CUSTOMER][NEUTRAL] Yeah, so let me.
[CUSTOMER][NEUTRAL] Yeah, like I said before I wanted to.