AccountId: 011433970860
ContactId: 78467d8d-3e57-4307-a84d-2e1b154eb056
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478820 ms
Total Talk Time (AGENT): 181102 ms
Total Talk Time (CUSTOMER): 208405 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/78467d8d-3e57-4307-a84d-2e1b154eb056_20250513T15:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, I got a text.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] From y'all just today I think it was can and then I and asked me for the information to.
[CUSTOMER][NEUTRAL] If I were to get a check to put it into my bank account, do y'all do that on a text?
[AGENT][NEUTRAL] Say that one more time. You say you received the text stating what again? I apologize.
[CUSTOMER][NEUTRAL] Uh, well, it, it's a text that says um your claim is now complete reference the following claim number and log into your account.
[CUSTOMER][NEUTRAL] And I did
[CUSTOMER][NEUTRAL] And then it, it was asking me for my bank account information.
[AGENT][NEUTRAL] Oh, OK. Um, well, we have it to where
[CUSTOMER][NEUTRAL] Do y'all do that but
[AGENT][NEUTRAL] Where any claim payments or benefits can be sent, uh, direct deposited into your checking or savings account. But, um, your name is? I'm sorry.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You want my claim number?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] 3600047
[AGENT][NEUTRAL] OK, thank you ma'am. Give me one moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and give me one moment Miss [PII].
[AGENT][NEUTRAL] OK, cause it looks like that claim for cancer policy you have for our company.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because usually, uh, once, if you set up on the online service center and put in your, um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Lord, words to heart, um, cell number, you can receive a text when your claim has been processed and
[CUSTOMER][NEUTRAL] Well I guess that's what I got because it says your claim is now complete, but so I click it says to log in to view your claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I did, and then it, it went on to what my bank information.
[CUSTOMER][NEGATIVE] For direct deposit. But, and I was doing that, but I messed it up somehow and I don't think it went through.
[AGENT][NEUTRAL] OK. And Ms. [PII], um, verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, email emails [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I live at [PII].
[AGENT][NEUTRAL] OK. Thank you, ma'am. And I don't show any direct deposit information is going through. Um, it, I don't know if it, if you've entered it.
[CUSTOMER][NEUTRAL] Well, good, because I, I missed.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] So I entered part of it. I entered part of it. I entered the bank part and then I went back, but I was doing it on my phone and it was so little. And then I, I missed where to put the name of the bank in there.
[CUSTOMER][NEGATIVE] And then I thought, oh gosh maybe I shouldn't be doing this like this maybe that's not y'all asking me for it.
[AGENT][NEUTRAL] Oh, I understand. You just want to, yeah, cause everything you have to be careful about, um, but no, ma'am, we do have it on our site where you can put in your direct deposit information to where any claim process, uh, instead of sending a physical check, it will just do, uh, be direct deposit into your account.
[CUSTOMER][NEUTRAL] You know, I'm so leery now.
[CUSTOMER][NEUTRAL] Well, when it
[CUSTOMER][NEGATIVE] OK, well, I messed that up somehow, so I guess y'all don't have my information.
[AGENT][NEUTRAL] No, I don't show it's in it. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Um, or can you tell?
[CUSTOMER][NEUTRAL] Oh, I was gonna say, can you tell that I've got it in there, the information?
[AGENT][NEUTRAL] Uh, don't show it in here, um.
[CUSTOMER][NEUTRAL] Can I give it to you or do I have to do it on my text?
[AGENT][NEUTRAL] Uh, we can't do it over the phone. I might have to send you a form, but, uh, give me one quick moment, let me verify, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um, they do have it where, uh, you have to fill out a form, but I can email or fax that over to you and you can just fill out the information and send it back to our office, to our customer service.
[AGENT][NEUTRAL] And um that way we can have it added to the system.
[CUSTOMER][NEUTRAL] OK. Well, or should I try?
[CUSTOMER][NEUTRAL] Or should I try to do it again on my phone? I don't know.
[CUSTOMER][NEUTRAL] Can you tell me, it says my claim is now complete.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, will I get
[CUSTOMER][POSITIVE] I usually get a check in the mail and then it, and then it gives me
[CUSTOMER][NEUTRAL] Um, what it paid for.
[AGENT][NEUTRAL] Uh, yes, ma'am. It looks like it's marked, uh, since we don't have direct deposit information, a check has been sent along or will be sent today since the claim was processed yesterday. So a check and ELB will be sent out today.
[CUSTOMER][NEUTRAL] On the stub
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. Well, I can just wait for that. Um, that's how I use the.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Well, that's how you get it in the past. But now, if I were to, to, uh,
[CUSTOMER][NEUTRAL] Give you my information to banking information, how would I get the EOB?
[AGENT][NEUTRAL] Uh, the EOB will still be mailed and it would be available on the online service center, but anytime any claims are processed, whether you select direct deposit or check, it will, uh, the EOB will always be mailed out to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, OK. Can you um.
[CUSTOMER][NEUTRAL] Can you give me the, how much the check is gonna be for?
[AGENT][NEUTRAL] Uh, yes, ma'am. Let's see. Uh, so the check is for $4,836.89.
[CUSTOMER][POSITIVE] OK, very good. OK, I think that's what.
[CUSTOMER][NEUTRAL] I've been going back and forth trying to get the information to get to y'all.
[CUSTOMER][NEUTRAL] From this pharmacy that I have to use and I just, I was just hoping it was all completed now, I think it will be.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because I already, I did get one check from y'all already.
[CUSTOMER][NEUTRAL] I think it was 5000 and something.
[AGENT][NEUTRAL] Let's see. Yes, ma'am. It looks like the last one, it was $5,163.11.
[CUSTOMER][NEUTRAL] I mean, I have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, I appreciate your help.
[AGENT][POSITIVE] Alright, you're welcome and uh thank you for calling APL. You have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye.
[AGENT][NEUTRAL] Bye.