AccountId: 011433970860
ContactId: 780b0deb-2999-40da-a141-3fbdba51d621
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 954799 ms
Total Talk Time (AGENT): 136837 ms
Total Talk Time (CUSTOMER): 188627 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/780b0deb-2999-40da-a141-3fbdba51d621_20250411T18:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? Um, I'm just calling because, um, I see some claims that got paid out via direct deposit. It said it got paid out yesterday, um, but I just haven't received anything in my account, so I just wanted to verify.
[AGENT][NEUTRAL] OK, yes, I can uh locate that for you. Do you have the policy number on you?
[CUSTOMER][NEUTRAL] Um, one sec, I log into my account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. It's 233-923-5.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], what was it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and then your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, I'm [PII] [PII]. Um, my husband [PII] is a policyholder.
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sorry, this is my daughter's grunting. If you hear something weird.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Oh, it's OK. I get it. Oh, I just need to verify a couple more pieces of information. Do you have the street address and the email?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. ZIP code is [PII].
[CUSTOMER][NEUTRAL] And um the email is [PII].
[AGENT][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] OK, and do you know what the paid amount was supposed to be for that check?
[CUSTOMER][NEUTRAL] Um, so there's 3 claims that just went through.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, hold on.
[CUSTOMER][NEUTRAL] So it's 484.86500 and 23583, but I'm not sure if it's a check because it says the the claim says direct deposit and then the last four digits coincide with my bank account so I'm not sure if.
[CUSTOMER][NEUTRAL] They did do direct deposit or if they sent a check that's that's my question because I I remember you guys send checks but then I don't know if I ever signed up for.
[CUSTOMER][NEUTRAL] Or direct deposit
[AGENT][NEUTRAL] Oh, I see. OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Do you have those claim numbers on you?
[CUSTOMER][NEUTRAL] Um, yeah, so it's 35.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 87719
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then the other one is 35794005.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then the last one is 3573142.
[AGENT][POSITIVE] OK, perfect, thank you.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, let me just put you on a brief hold while I look into each one of these, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 2339
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 358.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Oh, hi, are you there? Sorry.
[CUSTOMER][NEUTRAL] Yeah, I'm here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like you were set up on direct deposit and it usually takes 3 to 5 days to go through your bank.
[CUSTOMER][POSITIVE] Got it. So it was sent yesterday, so it's probably gonna clear by next weekend on the next week, sorry.
[AGENT][NEUTRAL] Yeah, yes, it's business days, so.
[AGENT][NEUTRAL] Um, it'll be today, Monday, Tuesday, Wednesday, um, yeah, sometime like late, I'd say late next week.
[CUSTOMER][NEUTRAL] OK, but it's going, it's not they're the three of them are gonna be direct deposit, not checks, right, just because we're moving, so.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Yes, so I only see 2.
[AGENT][NEUTRAL] That so the 3 claim numbers that you gave me, there are only 2 that are paid.
[CUSTOMER][NEUTRAL] Which one it did not get paid, do you know? Because I, I see, I see amount paid for all three of them.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so I am seeing.
[CUSTOMER][NEUTRAL] So there's one
[AGENT][NEUTRAL] It's the 3579405.
[CUSTOMER][NEUTRAL] That one didn't get paid?
[AGENT][NEUTRAL] No, uh, not that I can see on my end. Hold on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I see I have like when I open the claim number and I get some it's like a PDF it says well first of all it says amount paid 500.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Um, sorry, I'm just opening it up and then on the PDF it says.
[AGENT][NEUTRAL] Oh, hold on.
[CUSTOMER][NEUTRAL] Direct deposit date for [PII] to my account.
[CUSTOMER][NEUTRAL] Paid 500 total benefits paid 500.
[AGENT][NEUTRAL] OK. Uh, sorry, I read that wrong. OK, so this one is paid.
[AGENT][NEUTRAL] It just says the calendar year maximum for this benefit has been exhausted with the payment of this claim, OK.
[CUSTOMER][NEGATIVE] Yeah, so I'm not eligible for.
[AGENT][NEUTRAL] Anymore. Yes.
[CUSTOMER][NEUTRAL] Right, so I just met.
[CUSTOMER][MIXED] Exactly, but it did get paid.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes, ma'am. Sorry, I was looking at that remark and I went off.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's OK. Um, alright, so I should expect them by by next week then, correct? And all three to my account. OK, fantastic, thank you so much and thanks for for confirming. So I, there's no check, it's just directly to the bank.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Awesome thank you have a good one.
[AGENT][POSITIVE] Mhm. Yes, thank you. Thanks for calling APO. Have a good day.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.