AccountId: 011433970860
ContactId: 61f19be6-6c1a-45f1-88da-1ddb5a1eb000
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 752010 ms
Total Talk Time (AGENT): 334684 ms
Total Talk Time (CUSTOMER): 183090 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/61f19be6-6c1a-45f1-88da-1ddb5a1eb000_20250130T17:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, good morning. Uh, if I give you my account number, can you tell me what's going on with uh a direct deposit that was made on Tuesday and it's Thursday and I still haven't received it yet and I called the bank and they said there's no, there's nothing, you know, on there on there that they could see on their screen that says I'm gonna get it.
[AGENT][NEUTRAL] OK, so we have processed a claim for you and which was to be direct deposited but those funds have not yet been received, is that correct?
[CUSTOMER][NEUTRAL] That is correct, yes, and I was talking to somebody on Tuesday said the, uh, it looked like when they looked on the screen that the funds were released and uh we went through my checking account number and everything and you know, back routing number and everything was correct so but it's still not has not been received to my checking account.
[AGENT][NEUTRAL] OK. Yes, sir. I can take a look at this for you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, Mr. [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Is 00810367.
[CUSTOMER][NEUTRAL] And it's under company 22?
[AGENT][NEUTRAL] OK, so just a moment for me to get to that part of the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] It just takes a moment, Mr. [PII] for this information to, to load for me. OK, thank you.
[CUSTOMER][POSITIVE] That's, that is fine. Take your time. Yeah, that's no problem.
[CUSTOMER][NEUTRAL] Are you done yet? No, I'm kidding, just joking.
[AGENT][NEGATIVE] I wish, I wish if I had a magic wand I would be.
[CUSTOMER][NEUTRAL] Uh, if you had a magic wand, you wouldn't be working there anymore.
[AGENT][NEUTRAL] Well, I love my job, but you're probably right about that. I would probably be in a, a destination unknown. That's what I tease my family and say anyway.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I hear you on that end.
[AGENT][POSITIVE] I love them too, but
[AGENT][NEUTRAL] You know, it is what it is.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So first off, Mr. [PII], any information that I do provide would be a verification of benefits and not a guarantee of payment, and I will have to verify your information first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and the phone number for you that we have on file is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you very much. So give me just a moment, Mr. [PII] to look at a few things.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so since you've already called Mr. [PII] on this, um, and the information, OK, give me just a second.
[CUSTOMER][NEUTRAL] Sure it was yeah it was Tuesday when I called, yes.
[AGENT][NEUTRAL] Uh, I see it was on, well, actually I see, uh, you spoke to someone on yesterday, the [PII] as well.
[AGENT][NEUTRAL] And on the [PII]. I see both dates.
[CUSTOMER][NEUTRAL] Yeah, the [PII].
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Yeah, I called yesterday, I can't remember. I remember the the Tuesday.
[AGENT][NEUTRAL] That's OK. I'm just looking, yes sir.
[AGENT][NEUTRAL] OK, Mr. [PII], so what I need to do, I'm going to connect you over to one of the examiners, um, to further look at this for you because I do see that the claim was processed on the [PII] and went through nightly processing on the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, give me just a moment to look at what to look at my calendar.
[AGENT][NEUTRAL] So that would have gone, so.
[AGENT][NEUTRAL] It typically takes about 3 business days.
[AGENT][NEUTRAL] For them, you know, for the funds to receive, so it may, it depends on the financial institution really, but it does typically take about 2 to 3 business days for them, so it didn't even go through our processing until overnight.
[CUSTOMER][NEUTRAL] Oh, a 3,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] So that was monthly.
[CUSTOMER][NEGATIVE] Right, that's why, that's why I made sure I called them this morning or actually like 1020 minutes ago before I called you so this way there's no, uh, I don't wanna call and bug you guys if it's in the process through the bank, but they said they haven't received anything. There's nothing on the screen, and they said as soon as it's released from the insurance company, uh, they put it right through.
[AGENT][NEUTRAL] OK, so just give me a moment before I connect you and let me see if I can look.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, some additional information.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, I, I went, I made sure I called them before I called you.
[AGENT][NEUTRAL] Sure, no, I understand.
[CUSTOMER][NEGATIVE] I don't wanna call you and sound like a dodo because uh they they have and they're holding it no they're not.
[AGENT][NEUTRAL] OK, if you could just for verification purposes, re-verify your account number and routing number with me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, the bank routing number when you're ready, I'm sorry, you ready?
[AGENT][NEUTRAL] Uh, yeah, no, I, you can go ahead with that while I'm waiting on some other information to pull up.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, the bank routing number is [PII]. That is the routing number.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the account number? Mhm.
[CUSTOMER][NEUTRAL] And the account number.
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, yes sir, and that is we show a checking account, is that correct?
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so yes, sir, um, that information, I mean that is what we have on file, so I am going to connect you over Mr. [PII] to a different department to look at this a little further with you and when I do transfer you though you will not have to re-verify any of your information. I'm gonna give them your policy number, let them know that that has been done and the reason for your call.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So is there anything else that I could help you with first?
[CUSTOMER][POSITIVE] No, no, thank you very much and good luck with your magic wand.
[AGENT][POSITIVE] Well, thank you so much. If I, if I find it, if Amazon delivers that to me because I do order a lot from Amazon, I promise I'm going to mark your phone number and I am gonna call you and let you know.
[CUSTOMER][POSITIVE] That sounds great. Thank you very much.
[AGENT][POSITIVE] All right, Mr. [PII]. Well, have a great afternoon and thank you again for calling APL. It was my pleasure in speaking to you today.
[CUSTOMER][NEUTRAL] OK, so just hold on the line.
[AGENT][NEUTRAL] Yes, sir. Just hold on the line while I get you connected.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. You're welcome.
[AGENT][NEUTRAL] Uh, let me, give me one second, Mr. [PII] before I can fully transfer this call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so I'm transferring you now and again have a great afternoon.
[CUSTOMER][POSITIVE] You also thank you.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Well, hi [PII]. It's [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm good, [PII]. How are you?
[AGENT][POSITIVE] Good. Long time no talk to you, it feels like anyway.
[CUSTOMER][NEUTRAL] I know, right?
[AGENT][NEUTRAL] Well, I have a gentleman on the line and this is gonna be under company 22.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Um, the policy number is 008.
[AGENT][NEUTRAL] 10367 for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's regarding the most recent claim process 355-6147.
[AGENT][NEUTRAL] He's called a couple of times this week.
[AGENT][NEUTRAL] And we did issue payment that was to go via direct deposit. Um, he called yesterday spoke to and to [PII]. She verified the account information. I have reverified the account information and that is accurate what we have in our system, but he says that his bank does not show anything even pending.
[AGENT][NEUTRAL] For us.
[AGENT][NEUTRAL] Or from us, I should say for him.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, yeah, you can send him over. I could see how.
[CUSTOMER][POSITIVE] I can assist him with it.
[AGENT][POSITIVE] All right, girl. Well, I certainly appreciate you and thank you very much. Have a good afternoon.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] You as well thanks.
[AGENT][NEUTRAL] All right, thank you. I just want, and he's, oh, I don't know if I told you. He is fully verified, so if something happened to the call, that number that's in line would be the one to call him back on.
[CUSTOMER][POSITIVE] All right, good deal.
[AGENT][POSITIVE] OK. Thanks, [PII].
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] Bye.