AccountId: 011433970860
ContactId: 65a50769-747c-4dd7-a9b2-e3bf30436768
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 968400 ms
Total Talk Time (AGENT): 456928 ms
Total Talk Time (CUSTOMER): 461759 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/65a50769-747c-4dd7-a9b2-e3bf30436768_20250418T14:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, I am calling. I'm a, I'm able, we've got the form filled out. I'm able to talk to you about my dad's policy, cancer policy.
[AGENT][NEUTRAL] Oh, sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Whenever we filled out the direct deposit information online.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] They they, I think the bank has recent or or not recently, but at some point the bank added the first like 11,000 to the beginning of his um account number and he failed to give that to me so you had an incorrect account number in there and it says a direct deposit was made on Monday and he hasn't seen it in his bank yet. Can you look and see if that got kicked back to you?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, but yeah, we can definitely take a look and of course verify that that information is correct. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you, do you have that policy number?
[CUSTOMER][NEUTRAL] I do 445-110.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, awesome and then uh [PII], just gonna verify some information if you would uh could you go ahead and give me [PII]'s uh date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get the uh mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address we've got on file. Um, looks like it is a, um, uh, might be through an employer.
[CUSTOMER][NEUTRAL] It's through an employer?
[CUSTOMER][NEUTRAL] You should have [PII].
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Yes, that's perfect. OK, thank you. Alright, give me just a moment first thing, let's go ahead and verify that that um information that we have for the direct deposit is correct uh so whenever you're ready I'll go ahead and let you know I'll read off the routing and account number and you can just let me know that that's correct.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, yeah, do you have the claim number or do you need me to give that to you?
[AGENT][NEUTRAL] Oh, let's see.
[AGENT][NEUTRAL] And this was for [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, yeah, go ahead and give me that claim number if you would.
[CUSTOMER][NEUTRAL] 3589028
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Oh, I just
[AGENT][NEUTRAL] OK, yeah, so I'm showing that we paid a benefit of $1000. Let me see when that was.
[AGENT][NEUTRAL] OK, that was just on the [PII] that that processed, OK.
[CUSTOMER][NEUTRAL] Monday, yeah.
[AGENT][NEUTRAL] Yeah, OK. So the routing number.
[CUSTOMER][NEUTRAL] But he hasn't received it yet, so I, I mean it shouldn't take 5 days, right? I'm assuming that that would go through pretty quick typically.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it, I would say it really does depend on the bank, not typically I would say typically no more than maybe 2 to 3 business days, but I have seen instances where it depends on the bank. Um, has he reached out to his bank at all? Is it something that they might have?
[AGENT][NEUTRAL] Seeing it all, you know.
[CUSTOMER][NEUTRAL] Well, I think so so what account number do you have?
[AGENT][NEUTRAL] Sure, OK, well, first let me go ahead and just verify the routing as well just to just for good measure, um, I've got [PII].
[CUSTOMER][NEUTRAL] So, or
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] 2 and then that's what [PII] uh and then 80.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, so account number I've got is [PII].
[CUSTOMER][NEUTRAL] OK, that's right, but I updated that last night so so the 1000 at the very beginning is what was left off originally so I'm thinking when you send it Monday that account number was not complete and I'm thinking it probably got kicked back to you because that was an incorrect account number.
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm hoping
[AGENT][NEUTRAL] Yeah, interesting. OK, I'm sorry, I'm wasn't quite sure um alright let's take a look.
[CUSTOMER][NEUTRAL] It's OK. He's old and he didn't read. I, I don't know. He, it, mm I should have.
[AGENT][NEUTRAL] No, no, it's perfectly fine it um let's see, authorization, so I don't see any notes regarding that um most of the time if it was an incorrect number like that it would simply try again um but let me.
[CUSTOMER][NEGATIVE] I should have made sure, but.
[AGENT][NEUTRAL] I'm gonna put you on a brief hold if you don't mind [PII] and I'm going to reach out um and see if uh anyone else might see record of that payment at all uh and then I'll get right back with you OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I, I didn't update it until last night. I did not realize this was the issue until last night. I kept telling him just hold off, hold off, and let's see if it goes through. But then I realized last night that he had given me the wrong number, OK.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Well, right, with that change being so recent again most of the time it would just kinda keep trying until it gets it right, um, but we'll, we'll see if we can't find something more definitive for you, so give me just a moment.
[CUSTOMER][NEUTRAL] Do you know when it retries will would it try the updated number there?
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] Absolutely, yes.
[CUSTOMER][NEUTRAL] OK, OK, OK, so your system is automatically gonna pull from what I have entered in.
[AGENT][NEUTRAL] Yes, um, OK.
[AGENT][NEUTRAL] It should um again just for good measure I'm going to make sure it's OK and then you know if somebody has some sort of record uh regarding that, you know, if it did bounce back, um, and if they can give me an idea of maybe when it might try again so I'm gonna put you on that hold real quick and I'll get right back with you OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] Doing well [PII] thank you how are you?
[AGENT][NEUTRAL] Doing all right. It is Friday.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so I've got um a odd situation I've not run into before and I was wondering if you could help me out um I've got a member on the line who they had a direct deposit set up. We had the claim that was processed and paid uh on Monday and apparently um the there's a third party it's uh the insured's daughter she realized that the account number that was entered, um, was incorrect.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And so she had just updated it, I think she said yesterday so my understanding is that it would just retry wouldn't it that payment?
[CUSTOMER][NEUTRAL] I believe so um but they have to put it through again so does she know if it was attempted or we don't know.
[AGENT][NEUTRAL] If it was what? I'm sorry?
[CUSTOMER][NEUTRAL] If there was a, you know, if it was attempted to go through because like what happens usually if there's a problem, what happens is once that direct deposit file is sent if it can't go through to that bank, it comes back, you know, and it should show up on a report.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See, yes.
[AGENT][NEUTRAL] That's what I was trying to see and of course I just looked in the notes and I don't know where else I would look at that um but she I did ask if they had asked their bank um if anything had attempted to go through or anything like that and she said that they haven't um but again it was her understanding that it would just retry um and frankly I've not run into this before so I wasn't quite sure what to tell her.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, so we did fix the um what's the policy number, please?
[AGENT][NEUTRAL] Yes, yes, uh, that's uh 445,110.
[AGENT][NEUTRAL] And so I did look um and I verified the bank information that we have in Pyat and she said that yes that's correct but that's what she added last night apparently.
[AGENT][NEUTRAL] So well after this claim process.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, um, and this is, is that [PII] that's calling?
[AGENT][NEUTRAL] We are speaking with [PII], yes.
[CUSTOMER][NEUTRAL] OK, OK, um, because I see where the bank went through, so yeah, what happens is I believe that we have to notify, um, I wanna say it's [PII].
[CUSTOMER][NEUTRAL] [PII] that um so what happens with this is now that it's been corrected I believe we have to notify somebody that that has to go back through um because I'm not sure that it will automatically do that because like I said what's gonna happen is if it didn't go through.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It pops back to us and then it comes on some kind of report and they get a file that says you know the either the banking information was not correct or whatever that report says and so then it's up to them to investigate but now that it's been corrected um I guess the best thing would probably be to put a hob in.
[AGENT][NEUTRAL] Went back to us, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And have it, you know, looked at because like I said it I believe it I wanna say it's [PII] and [PII] you can um we can try to send a message to her and ask, but I believe that that's who we've notify.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I know when I've gotten um information back like sometimes when you process a claim it'll come on a report and then it will take and you'll get an email um letting us know that and I believe that's who it comes from.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Is [PII] great.
[AGENT][NEUTRAL] OK, I'll go ahead and shoot her a message um let's see.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII] and go, OK, yeah.
[AGENT][NEUTRAL] OK, and see that was another thing I wasn't sure I see claims and I was like, but if it's payment I'm never sure if it's customer service or but this is kind of a different situation I guess anyway so OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It is a little bit, yeah, yeah, so like I said, and if you're able to.
[AGENT][NEUTRAL] Well, it looks like she might be in a meeting. Mhm.
[CUSTOMER][NEUTRAL] Go ahead and add a hub and then like I said we can um.
[CUSTOMER][NEUTRAL] Customer service, I believe it would be customer service and then they can, like I said, take a look at the file and see if it came back and then it then we'll, it will prompt them to know that it's been corrected and we can go ahead and send that back through because that's basically what's gonna have to happen but I think that they kind of do it behind the scenes, you know what I mean? so it wouldn't be something we would see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, yeah, because I, I don't imagine this happens very often.
[CUSTOMER][NEUTRAL] Yeah I know it's happened a few you know sometimes for some reason it might pop back and like I said they get a report on it like when that file goes through because you know there'll be multiple of course uh you know in that file once it updates overnight and whatever you know direct deposits go through it comes out on a report so and we did it on Monday right? you said?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, uh, it did it processed Monday, yes.
[CUSTOMER][NEUTRAL] It went through Monday?
[CUSTOMER][NEUTRAL] OK, so it's possible um that there might have been a notification already but like I said unless you're the one that processed the claim, you wouldn't know that um it comes on some kind of report but um I would just let let her know that you gotta investigate it and um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I don't see that there's been any any other activity since Monday so um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I don't see any updated notes, so like I said that's what I would start with.
[AGENT][POSITIVE] OK, OK, well I appreciate your help, [PII] thank you this is just a different kind of situation.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah, I hope, I hope that was somewhat helpful, yeah.
[AGENT][NEUTRAL] No, absolutely, just somewhere to start, um, well, and this might be kind of a silly question, but if I were to do a, a hub, um, of course I'm gonna try to reach out to [PII], um, but again it looks like she might be in a meeting, um, or unavailable, but, um, if I were to do a hub, I would do customer service. Would I just put like miscellaneous for the request type?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, I believe, let's see.
[AGENT][NEUTRAL] I don't think there's one that's really could apply to this particular situation.
[CUSTOMER][NEUTRAL] See if it tells us that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm looking now, yeah, I don't see one that would fly, however.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You could do the um in the in the gray uh let's see.
[CUSTOMER][NEUTRAL] That goes to share and start. See, there was a little bit of a change too, and that's the other thing, um, you could, um, go ahead and put that use use that request type and see verify, um, DD clear the bank, but uh we know it didn't, you know what I mean so like I said that that would be um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And you can just put the note in there that we've since updated the uh banking information and like I said, so basically what needs to happen is that we'll go back and and they'll have like I said it's kind of behind the scenes but somebody sends that direct deposit back through once we know that information's been corrected.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, OK, I got you and so I'll, I'll try all of that and you know I'm sure I'll get some kind of response that's the what I'm supposed to be doing, but I really appreciate your help, [PII].
[CUSTOMER][POSITIVE] Yeah, and I would definitely put it sure and put it through as urgent and then that way.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, it will hopefully be promptly looked at.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you OK well thank you so much for your help. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too [PII] thank you.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Hey [PII], I'm so sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] Hey, I'm sorry, yes, I'm here.
[AGENT][NEUTRAL] Oh no that's OK. I'm so sorry that took a while so apparently I'm gonna be honest I've not quite run into this myself um but it's I guess gonna be just a little bit more complicated than I had anticipated um so what I'm gonna have to do is uh we're gonna have to do like a bit of research, verify that that payment you know of course if it tried going through and it was unsuccessful, it would have returned back to us so I'm going to have to reach out um.
[AGENT][NEUTRAL] And let you know some of the higher ups know that you know of course what the situation is that the information is correct now uh verify that that payment got back to us and then so that they can go through and you know probably have to manually resend it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, but you'll take care of that on your end?
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, well, again, I'm sorry that took a while and.
[CUSTOMER][NEUTRAL] OK, alright, so I just keep checking and make sure.
[AGENT][POSITIVE] That is perfectly fine. Um, I've got, let's see, I don't know how soon I'll get a definitive response, um, but I, I, I could try to call you back today if I've got an answer. If not, um, of course, best case scenario, you, your answer will be just getting that money in the account, but otherwise, you know, you could give us a call back. Yes, no worries, of course. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds great thank you I appreciate it.
[CUSTOMER][POSITIVE] Yes thank you I appreciate your help.
[AGENT][POSITIVE] Right. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh yeah bye bye.