AccountId: 011433970860
ContactId: 7dc94195-6841-495e-b5c2-a53bebc8e66f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 697719 ms
Total Talk Time (AGENT): 302423 ms
Total Talk Time (CUSTOMER): 226281 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/7dc94195-6841-495e-b5c2-a53bebc8e66f_20250203T14:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling in regards to um a couple payments that were supposedly um sent on my claim.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEGATIVE] And I have not received, I haven't received any of them, and I've, I mean one of these supposedly was like months ago.
[AGENT][NEUTRAL] OK. Let me, let me check in on that for you. What is your policy number, please?
[CUSTOMER][NEUTRAL] Um, let me go to it 254-587-3.
[AGENT][NEUTRAL] 254-587-3
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, not getting, what, what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], just please verify your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what is your email address?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, I believe it's my work [PII].
[AGENT][NEUTRAL] And what is your cell phone number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Um, what, what are the data services that you're calling on?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] There's one on [PII] and then the other one is [PII].
[AGENT][NEUTRAL] OK, and is this on you?
[AGENT][NEUTRAL] This claim on you.
[CUSTOMER][NEUTRAL] This is for my hus the claim is on my husband mhm.
[AGENT][NEUTRAL] On your husband.
[AGENT][NEUTRAL] OK. OK. Thank you. Let me, give me just a minute. I'm reviewing to see what we have.
[AGENT][NEUTRAL] What was paid
[AGENT][NEUTRAL] OK, now it looks like there was a benefit released on [PII].
[AGENT][NEUTRAL] And the amount of 100
[CUSTOMER][NEGATIVE] I know what I'm saying is we've never gotten these. I mean they're not going to my bank. I went and looked.
[CUSTOMER][NEUTRAL] At the bank, um, the payment preference on my account that's set up and the account number and routing number is correct, but the bank name automatically put bank one and we bank at Chase.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me one
[CUSTOMER][NEUTRAL] So I don't know if these payments are getting sent to the wrong somebody else's account, but we have not received one.
[AGENT][NEUTRAL] Right. OK. OK. Yeah, there's 2 issues. So give me one minute. Let me pull up that information.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Give me a few more minutes. I'm gonna review that direct deposit and see what was wrong. So give me a few more minutes here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry it's taking so long. I'm trying to find that direct deposit that information on that direct deposit. I'm trying, did you do that online?
[CUSTOMER][NEUTRAL] Oh that's OK.
[CUSTOMER][NEUTRAL] I did it right on the my account here online, yes, and I, when I first saw that $100.01 I had reached out in regards to that one as well because we never received it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Nothing apparently ever was done about it and so now when this big one came we never received that either and then I went and looked and I'm like OK the routing number is correct, the account number is correct.
[CUSTOMER][NEUTRAL] But it automatically when you put that routing number in it your system must detect something but it automatically put bank one and that's not the bank.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me verify, do you have your checks in front of you?
[CUSTOMER][NEUTRAL] Yeah, I have my checkbook right here.
[AGENT][NEUTRAL] OK. Can you please give me that routing number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 2760.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is that your routing number or is that your um account number?
[CUSTOMER][NEUTRAL] I think that's the routing number.
[AGENT][NEUTRAL] Is it the first set is usually the routing number?
[CUSTOMER][NEUTRAL] No, it's the 2nd set.
[AGENT][NEUTRAL] No, it, it's actually the first that's your routing number.
[AGENT][NEUTRAL] Should be, I think what that.
[CUSTOMER][NEUTRAL] OK, yes, I'm sorry. I'm sorry, [PII]. It's kind of confusing I guess at times. Um, it's [PII].
[AGENT][NEUTRAL] OK. That's OK.
[AGENT][NEUTRAL] Oh, wait, wait, wait, wait, wait, wait.
[AGENT][NEUTRAL] Let me start over here. I'm sorry. Now, what is that routing number again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's the first set of numbers, correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK. And what is your account number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, because that's what I'm showing.
[AGENT][NEUTRAL] Do you have, is there any way that you can fax over a copy of your voided check and make it attention claims?
[CUSTOMER][NEUTRAL] Right, and it
[AGENT][NEUTRAL] And then let me know when you fax that over.
[CUSTOMER][NEUTRAL] What is the fax number?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] That way I can have it in front of you so we can get this straightened out and and I'm sure they will need a copy of that. Um, the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And make it attention [PII] and put your policy number on there.
[CUSTOMER][NEUTRAL] How do you spell [PII]? Just so I don't spell it wrong.
[AGENT][NEUTRAL] C A C H A R.
[AGENT][NEUTRAL] L O
[AGENT][NEUTRAL] T T E.
[AGENT][NEUTRAL] And my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So put attention claims attention [PII] on that.
[AGENT][NEUTRAL] Yeah, put, put claims department attention [PII].
[AGENT][NEUTRAL] And put your policy number.
[AGENT][NEUTRAL] And for direct deposit.
[AGENT][NEUTRAL] Because I'm gonna go in there and I'm gonna pull that out and look at that.
[CUSTOMER][NEUTRAL] I do you know why it would automatically put it for a Bank One as the name? I mean, I just don't.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] I, I'm showing, I don't know at this point. I don't really know why it would do that. That's why I'm asking for a copy of that voided check, just put void on that check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's why I'm asking for a copy of that so we can look at that further because that's the information that we, you know, that you gave me.
[AGENT][NEUTRAL] Is what I have in the system for your routing number. So I am really not sure and what we're gonna do is I'm gonna get that and then I will um and the correct bank is um Chase, right? So what you said? Chase Bank.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yes, it says on my check JPMorgan Chase Bank not bank one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's why I wanted you to so that we can have that and I can look at that and let that area or accounting area or the the IT people to look into that and get that reissued um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's what I'm gonna do I'll get that straightened out and then um it may not be give us 24 hours and then I'll give you a call back.
[AGENT][NEUTRAL] To call you and give you an update, uh, give me tell about by tomorrow afternoon. I'll try before then, but you know, they gotta figure that out and who knows, it may be today and I'll keep checking all day long and give you a call back and give you the results of that as I'm really, that's why I said just fax that over, make sure you're um put attention to me. Are you gonna fax it over right now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I'm gonna go scan um I just got into the office, so yeah, I'm gonna go scan this check and then um I'm gonna pull it up on a word doc and put in my policy number. Is there anything else you need besides my policy number with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, just put like the put uh direct deposit on there.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Put direct deposit OK.
[AGENT][NEUTRAL] And I'll pull that, that, you know, it doesn't go directly to me, but I'll pull it and look for it.
[AGENT][POSITIVE] And get that and um and start pulling it so I can review that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much I will do that right now.
[AGENT][POSITIVE] My pleasure. You're welcome. And I'll, um, I'll give you 24 hours and I'll give you a call back.
[CUSTOMER][POSITIVE] OK, sounds good, [PII], thank you.
[AGENT][POSITIVE] OK, OK, you're welcome. Was there anything else I can help you out with Miss [PII]?
[CUSTOMER][NEUTRAL] Nope, I just wanna get this straightened out and be able to get those payments.
[AGENT][POSITIVE] Oh, I do too. I, I understand. Well, we'll get this straightened out for you. Well, you have a wonderful day. Thank you for calling. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Alright thanks then.
[CUSTOMER][NEUTRAL] You too bye bye.