AccountId: 011433970860
ContactId: 47d80458-a5a9-49f4-accf-b00b35cdfb7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311970 ms
Total Talk Time (AGENT): 93772 ms
Total Talk Time (CUSTOMER): 137073 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/47d80458-a5a9-49f4-accf-b00b35cdfb7f_20250211T18:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Did you know
[CUSTOMER][NEUTRAL] Hi [PII], I just spoke to someone. It hadn't been even 5 minutes ago. I have a question regarding um a direct deposit form that she emailed me to fill out.
[AGENT][POSITIVE] OK, I'd be happy to assist with that form. May I have your policy number please?
[CUSTOMER][NEUTRAL] OK, now the policy number, the current, you want the current policy number or the policy number for what you just helped me for?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Just, I guess your policy num, your current policy number.
[CUSTOMER][NEUTRAL] OK, um, because they, they issued a check but they issued it to the wrong address. That's what she was helping me with. You probably can see it in the system, so that's a different policy number than what I have now for my current job.
[AGENT][NEUTRAL] Yeah, it, it, it doesn't matter is, I just need one policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's 025.
[CUSTOMER][NEUTRAL] 405-56.
[AGENT][NEUTRAL] OK, and what is your uh full name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] And what's the email on your account?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what question did you have in regards to the direct deposit form?
[CUSTOMER][NEGATIVE] OK, I have a question because um they issued me two checks. I got the check for $50 but I realized today that they had my wrong address for the one for $200 and that was the address that I lived under the old policy. Which policy number should I put on this direct deposit form, my current one or the one that was on this explanation of benefits that is no longer active.
[AGENT][NEUTRAL] Um, you're gonna put it for the account that you that we're gonna be processing the claim under.
[AGENT][NEUTRAL] That you want the payment for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so for future reference, would I have to do another direct deposit since I have two different policy numbers?
[CUSTOMER][NEUTRAL] Of
[CUSTOMER][POSITIVE] Thanks for the reminder
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It shouldn't because it should follow your social.
[CUSTOMER][NEUTRAL] It's a what, ma'am?
[AGENT][NEUTRAL] And your social, it, it shouldn't because it should follow your social, but is this for now is the check was, was the claim paid from your cancer policy or another policy?
[CUSTOMER][NEUTRAL] It was paid for my cancer policy. It was for a diagnostic test benefit.
[CUSTOMER][NEUTRAL] The $200 check to my old address and I haven't lived there in over a year.
[CUSTOMER][NEGATIVE] She said that it didn't, the system did not update to my current address. I just received a check yesterday for the $50.
[CUSTOMER][NEUTRAL] And that's under my new policy number?
[CUSTOMER][NEUTRAL] But somehow,
[CUSTOMER][NEUTRAL] And send it to my old address that I had while I had this policy.
[CUSTOMER][NEUTRAL] If that makes sense.
[AGENT][NEUTRAL] OK, I understand.
[CUSTOMER][NEUTRAL] So she sent me the direct deposit form, but I was just confused to which policy number do I put on there?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so for sake of we're reprocessing the claim, you're gonna put the claim, the policy number that's associated with the account where we're gonna be reprocessing the claim and sending payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well I'll put the old policy under there, but if you all send me any other checks.
[AGENT][NEUTRAL] Now if you want to write both policy numbers on there that way they know.
[AGENT][NEUTRAL] You know, in case it does not just follow yours if it doesn't follow the social, then yes, put just write both policy numbers down so that they know you want direct deposit for any claim payments from both these policy numbers.
[CUSTOMER][NEUTRAL] OK, I will.
[AGENT][NEUTRAL] Just to be on the safe side. I will put both.
[CUSTOMER][NEUTRAL] OK, well I'll do that.
[AGENT][NEUTRAL] OK, well, was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] That's it, ma'am.
[AGENT][POSITIVE] OK, well thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.