AccountId: 011433970860
ContactId: 807b9079-2e71-469d-96c5-7ff7e8cb8cd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 480660 ms
Total Talk Time (AGENT): 291598 ms
Total Talk Time (CUSTOMER): 180061 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/807b9079-2e71-469d-96c5-7ff7e8cb8cd1_20250418T14:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] Doing well [PII] thank you how are you?
[CUSTOMER][NEUTRAL] Doing all right, it is Friday.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, so I've got um a odd situation I've not run into before. 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.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, there's a third party, it's, uh, the insured's daughter. She realized that the account number that was entered, um, was incorrect, 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?
[AGENT][NEUTRAL] I believe so, um, but they have to put it through again so does she know if it was it attempted or we don't know.
[CUSTOMER][NEUTRAL] If it was what? I'm sorry?
[AGENT][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.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See, yes.
[CUSTOMER][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.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, so we did fix the um what's the policy number, please?
[CUSTOMER][NEUTRAL] Yes, yes, uh, that's uh 445,110.
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] So well after this claim process.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um, and this is, is that [PII] that's calling?
[CUSTOMER][NEUTRAL] We are speaking with [PII], yes.
[AGENT][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], um.
[AGENT][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.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 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 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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Went back to us, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] The best thing would probably be to put a hob in.
[AGENT][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'd notify 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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You'll get an email um letting us know that and I believe that's who it comes from.
[AGENT][POSITIVE] It's [PII] great story.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, I'll go ahead and shoot her a message um let's see.
[CUSTOMER][NEUTRAL] [PII], OK, yeah.
[CUSTOMER][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.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It is a little bit, yeah, yeah, so like I said, and if you're able to.
[CUSTOMER][NEUTRAL] Well, it looks like she might be in a meeting. Mhm.
[AGENT][NEUTRAL] Go ahead and add a hub and then like I said we can um.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, yeah, because I, I don't imagine this happens very often.
[AGENT][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 they'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?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It went through Monday?
[CUSTOMER][NEUTRAL] Yes, uh, it did, it processed Monday, yes.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because I don't see that there's been any any other activity since Monday, so um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And I don't see any updated notes, so like I said that's what I would start with.
[CUSTOMER][POSITIVE] OK, OK, well I appreciate your help, [PII] thank you this is just a different kind of situation.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Yeah, I hope, I hope that was somewhat helpful. Yeah.
[CUSTOMER][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 yeah, 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?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yeah, I believe, let's see.
[AGENT][NEUTRAL] See if it tells about that.
[CUSTOMER][NEUTRAL] I don't think there's one that's really could apply to this particular situation.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm looking now, yeah, I don't see one that would fly, however.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You could do the um in the in the gray uh let's see.
[AGENT][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.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][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.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][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 to what I'm supposed to be doing, but I really appreciate your help, [PII].
[AGENT][POSITIVE] Yeah, and I would definitely put it sure and put it through as urgent and then that way.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, it will hopefully be promptly looked at.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you. OK, well thank you so much for your help. I hope you have a great rest of your day.
[AGENT][POSITIVE] You too [PII] thank you.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye.