AccountId: 011433970860
ContactId: 6fa33c94-700b-44e5-891a-aac3d291942a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 682349 ms
Total Talk Time (AGENT): 178293 ms
Total Talk Time (CUSTOMER): 129314 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/6fa33c94-700b-44e5-891a-aac3d291942a_20250317T12:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I, I was calling um I my claim had just been approved and it was supposed to be direct deposit, but it looks like it's a check and so I'm just calling to check on it.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, it's 1553137.
[AGENT][NEUTRAL] Give me that one more time.
[CUSTOMER][NEUTRAL] 1553137
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And how can you tell that it was direct deposited?
[CUSTOMER][NEUTRAL] Well, it does, it does like when I look at the like claim description or whatever like you can click it looks like it says check so I didn't know if it was a check or direct deposit.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Normally it'll say deposit.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Normally it'll show like on the.
[AGENT][NEUTRAL] Usually it'll say deposit. OK.
[CUSTOMER][NEUTRAL] Like on the description.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, verify your date of birth, your mailing address, and your email for me, please.
[CUSTOMER][NEUTRAL] Um, it's [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you. Is a check for you or someone else?
[CUSTOMER][NEUTRAL] It's for my daughter [PII], that that's who the claim was for.
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It does look like it was mailed instead of direct deposited like your previous checks.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] What's today, the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that means today is the [PII], um, call back in the afternoon because it was processed Saturday, but the checks are not generally released until the next business day, which would be today, Monday.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that may what you see may change to the the direct deposit column.
[CUSTOMER][NEUTRAL] I mean, but do you show that it was sent direct deposit?
[AGENT][NEUTRAL] I'm gonna
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] So I can't really confirm because when it's in a waiting status like waiting for it to the the claims process to complete if it's done on a Friday that activity may not happen until the next business day which would be today. So when I look at it now I do show check but I'm thinking that that's going to change. um I'm gonna watch it until up until [PII].
[AGENT][NEUTRAL] Because that's usually when it releases when the claim is processed on a Friday as this one was.
[CUSTOMER][NEUTRAL] OK, is there a way to to to stop it from being a check and doing the direct deposit?
[AGENT][NEUTRAL] They may not
[AGENT][NEUTRAL] I don't know if it is a check because you're set up on direct deposit so it actually should be actually automatically direct deposited, but I wanna give it some time because today is the date that it it should release but I will, I will verify let me see.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] And I know you're wanting to catch it before.
[CUSTOMER][NEUTRAL] Right, that's why I didn't, yeah, because I figured it would just process today because it was done on Friday, so I figured they would do it today, but I wanted to try to catch it before they.
[AGENT][NEUTRAL] If it's set up mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Because where would the check be coming from?
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just leaving for [PII] this weekend, so I was just trying to catch it before.
[AGENT][POSITIVE] Totally, totally get that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I hear the birds.
[CUSTOMER][NEUTRAL] Oh we have to open the door.
[CUSTOMER][POSITIVE] It's supposed to be really nice today actually.
[AGENT][POSITIVE] Oh, that's good.
[AGENT][NEUTRAL] Give me 1 2nd. I'm gonna wait for a response, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Go on outside, go.
[CUSTOMER][NEUTRAL] Outside, come on, let you go.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Kennel.
[CUSTOMER][NEUTRAL] Come on. No, kennel. No, but come on, blueberry, blueberry, go. Come on.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Just call me right back.
[AGENT][NEUTRAL] Alright, thanks for holding, [PII]. If you're set up on direct deposit and the last two payments went direct deposit, so based on what I'm looking at, it should go direct deposit.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is there did you confirm that or?
[AGENT][NEUTRAL] Well, I checked with the examiner and they said that you're set up on direct deposit which I see that and that it should go direct deposit so um.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I'm gonna trust our system. I mean, you've always received a direct deposit. Nothing has changed.
[CUSTOMER][NEUTRAL] OK, and what account do you have it going to?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Verify your account number.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Your routing and your um checking.
[AGENT][NEUTRAL] And I show it's actively set up so it should go direct deposit.
[CUSTOMER][NEUTRAL] OK, is it the routing [PII]?
[AGENT][NEUTRAL] Uh-huh, that's the routing.
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] And that's what we show as the checking account number.
[CUSTOMER][NEUTRAL] OK. I just wanted to make sure I just it had never showed that it was um like checking so I didn't.
[AGENT][POSITIVE] I totally.
[AGENT][NEUTRAL] Well, like I said, it's, it's because it was processed late on Friday, our checks are released or deposited at the next business day, which is today, and I don't think that process has happened yet because it's [PII] here, so that's what I'm saying.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, well I'll just check it later. So will it update later and show you like is it for sure what my check, OK.
[AGENT][NEUTRAL] It will, yes, whenever they, they do that, that last piece of this process.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][NEUTRAL] You're welcome. Anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Oh, OK, thank you for calling APL. Have a good day.