AccountId: 011433970860
ContactId: 444f10f0-7f0b-4862-82da-efbffacf2e0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 913059 ms
Total Talk Time (AGENT): 249797 ms
Total Talk Time (CUSTOMER): 112138 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/444f10f0-7f0b-4862-82da-efbffacf2e0b_20250404T16:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is Mr. [PII]. I was calling for the last 2 or 3 weeks.
[CUSTOMER][NEUTRAL] And um I had a short term disability.
[CUSTOMER][NEUTRAL] Sent in and they said it was approved back on [PII].
[CUSTOMER][NEGATIVE] I should be receiving it 10, 3 to 10 working days. I hadn't received it yet.
[AGENT][NEUTRAL] OK. Uh, let's take a look. Do you have the claim number, your policy number?
[CUSTOMER][NEUTRAL] Hi, I'm at home. I'm calling out of the blue.
[AGENT][NEUTRAL] OK, we can look it up by your name if you don't have that. You said your last name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] First name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], just to confirm, the last name, is it [PII]?
[CUSTOMER][NEUTRAL] Last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK. Gotcha.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] What state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I've got your policy here. I just need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] Address [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so let me look at your disability here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm showing that it was sent to your bank account directly, not a check in the mail.
[CUSTOMER][NEUTRAL] OK, I, I haven't received it yet.
[AGENT][NEUTRAL] So the routing number ends in [PII] and the account number ends in [PII]. Do you know if that's correct?
[CUSTOMER][NEUTRAL] I can take, let me get my checkbook.
[AGENT][NEGATIVE] Cause if it was direct deposited, it should, it shouldn't have, it should not take this long. It should be there.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm getting my checkbook right now.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, which number? What's, what's number I'm looking at.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] So the routing number, the routing number ends in [PII].
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then the account number on file ends in [PII].
[CUSTOMER][NEUTRAL] [PII]. That's it.
[CUSTOMER][NEGATIVE] But I, I checked my account and it's not never never got there.
[AGENT][NEUTRAL] Cause the claim shows it was processed on.
[AGENT][NEUTRAL] 321, which was
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Which was a Friday.
[AGENT][NEUTRAL] So I feel like it should have been there the week of [PII] and you didn't see any deposits that week?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, let me see what we'll need to do on this then, um, since you haven't seen it.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Give me just one moment. Let me reach out and see what we need to do since you haven't seen the direct deposit yet on there. OK, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Transfer to the appropriate queue, but
[AGENT][NEUTRAL] Like we take all those calls now.
[AGENT][NEUTRAL] support.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I said that.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] So how do we
[AGENT][NEUTRAL] So then what do they do?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] All right, thank you so much for your patience on this, uh, Mr. [PII]. So I'm looking in the notes, it looks like on [PII] it was noted that the ACH, the direct deposit was returned saying no account available. So we sent you a new direct deposit form, so there's got to be something in the information that's incorrect.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] So we need to get that returned back to us, which you could get back to us via email um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you, do you have access to your email that I can email you the form?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] All right. Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um, let me give you, do you have something you can write down our email address where you can send this back to?
[CUSTOMER][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Um, so our email is going to be care team.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Excuse me, go ahead.
[AGENT][NEUTRAL] So it's Care Care Team, just like it sounds, CARE.
[CUSTOMER][NEUTRAL] What is now?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Ay, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you should have the word.
[CUSTOMER][NEUTRAL] But, but y'all, y'all, you.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah I don't have to mail it.
[CUSTOMER][NEUTRAL] You're gonna mail it.
[AGENT][NEUTRAL] It's already been mailed to you.
[CUSTOMER][NEUTRAL] The mail to me?
[AGENT][NEUTRAL] Mhm. They send it to you on [PII].
[CUSTOMER][NEUTRAL] Why meal?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But I didn't got it. When we send it to our address.
[AGENT][NEUTRAL] It was sent to the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is your email still the?
[CUSTOMER][POSITIVE] Good, [PII].
[AGENT][NEUTRAL] Yea[PII], is your email still the [PII] address?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I'm sending you an email right now.
[AGENT][NEUTRAL] With a direct deposit form that needs to be filled out.
[CUSTOMER][NEUTRAL] And your uh email address would, would, would be on that, right?
[AGENT][NEUTRAL] Right, so I'm gonna email it to you and then you can return it to us either via email or you can send it in the mail, but if you want the payment.
[CUSTOMER][NEGATIVE] The return
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]