AccountId: 011433970860
ContactId: 88e467d9-0a73-4930-8e46-63587b1537c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1370640 ms
Total Talk Time (AGENT): 331018 ms
Total Talk Time (CUSTOMER): 490666 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/88e467d9-0a73-4930-8e46-63587b1537c4_20250114T20:24_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, my name is [PII], and I was getting ready to submit a wellness claim, but on the last claim that they paid out, it went into the wrong bank account. So I just wanted to confirm that that issue was fixed. I was someone told me they would give me a call back but I never heard from them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So when you say it went into the incorrect bank account, is it the account provided or did you switch accounts or what exactly?
[CUSTOMER][NEUTRAL] I, I switched accounts and I did it online and it shows the correct account number but when they paid off the claim that was dated [PII] that actually went into my old account number even though I had already changed it in the system prior to that claim.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So I was gonna put in another claim for my husband today and then I just wanted to make sure the bank account was correct.
[AGENT][POSITIVE] Got it. OK, we can check that for you.
[CUSTOMER][NEUTRAL] Because it shows on your side it still showed the account number ending in [PII] but on my side it shows the correct account.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Do you want my policy number or how do you want to do that?
[AGENT][POSITIVE] I'm trying to get you an open screen now. I'm ready for it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on. And, and now mine went somewhere else. Hold on just a second.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh goodness. I just, I think it logged. No, I didn't. Hold on. Look, I wasn't ready once I said that.
[CUSTOMER][NEUTRAL] OK, policy contact info. No, that was not it. I just had it.
[CUSTOMER][NEUTRAL] Hold on, let me just sign in again. Sometimes that's the easiest way, right? OK, my policy number is 2558253.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], what is your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII] mailing address is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And your email please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, I see the first part, but after the ad is different.
[CUSTOMER][NEUTRAL] Now what? Say that one more time?
[AGENT][NEUTRAL] It's so I have a [PII] but it's, it's a different handle.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I, I shall, I
[CUSTOMER][NEUTRAL] No, but it should be [PII].
[AGENT][NEUTRAL] OK, I see [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, that could be the issue then.
[AGENT][NEUTRAL] So do we need to change that?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes, because the email address, yeah, the email address is, well, that's an old email address too, but my login is, oh no, well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Maybe I'm just screwed up.
[AGENT][NEUTRAL] You mean your online account?
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] My, my, um, let me look.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Maybe I'm totally messed up here, notification preferences.
[CUSTOMER][NEUTRAL] I have it to go into their policy OK, oh yeah, that's wrong it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, no worries, we can update it actually it's already updated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me refresh.
[AGENT][NEUTRAL] Here and then I refreshed your online account and it now reflects [PII] as well.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, now, to your, um.
[AGENT][NEUTRAL] Account and this is where you're wanting claim payments to go, right?
[CUSTOMER][NEUTRAL] Mhm, the account number that I my payment preferences that I'm showing on my side, the account number should end in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, give me the incomplete number. I do see [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, the account number is [PII].
[AGENT][NEUTRAL] OK, I see that for the account number. Can you verify the transit number?
[CUSTOMER][NEUTRAL] The [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For the routing number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then this is a checking?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now I show that's so are are your premiums deducted from that account?
[CUSTOMER][NEUTRAL] Yes, and I sent in, I sent in a uh form.
[AGENT][NEUTRAL] OK, I'm showing that
[CUSTOMER][NEUTRAL] At the end or at the very beginning of December to get it drafted on a monthly basis from that account.
[AGENT][NEUTRAL] OK, so I do show that account number attached for your premium payment, but for your claim I'm showing, oh yeah, it's the account ending in [PII], it's the same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Yeah, it's the same.
[CUSTOMER][NEUTRAL] So, OK, so on the claim, just while you're here with me on the claim, let me go back to my screen. I I have too many windows open is my problem I think.
[AGENT][POSITIVE] So you're good
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There is a
[CUSTOMER][NEUTRAL] OK, let me just close um.
[AGENT][NEUTRAL] What what claim are you looking at?
[CUSTOMER][NEUTRAL] I'm gonna try to let me go to my account. There's where it would go.
[AGENT][NEUTRAL] OK, so you're online now, right?
[CUSTOMER][NEUTRAL] Policy contact. Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Payment claim forms, does that pull it up? No?
[AGENT][NEUTRAL] What what website are you on?
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] I'm on the APO website.
[AGENT][NEUTRAL] OK, and so what are you verifying on the [PII] website?
[CUSTOMER][NEUTRAL] I was trying to, I just got my policy number.
[CUSTOMER][NEUTRAL] I was trying to find out where it lists all my claims.
[AGENT][NEUTRAL] OK, so you need to be on the online service center. So in front of uh [PII] type in secured [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then it's [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] That takes you to our online service center.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, OK, it's pulling up right now. So the claim in question is that one this it is the it's claim number 354-0780.
[AGENT][NEUTRAL] 780.
[CUSTOMER][NEUTRAL] I believe that is the one because it said it was paid $100 but that one a check or it uh it was deposited into the account [PII].
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So did y'all get that check back?
[AGENT][NEUTRAL] OK, so let's back up a minute. So the claim number that you gave me, there's no claims under there. Let me search for under the claim number that you gave me 354-078-0.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing this claim is under policy number 239.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 863 9.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yes, you are accurate.
[AGENT][NEUTRAL] OK, let me go to that policy.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And it's a claim for you, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Dd [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. This was direct deposited.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And I am showing the the um account information that you gave me on the other policy so it's across all lines all your policies, the information is the same.
[CUSTOMER][NEUTRAL] OK, then I will go back and verify that 11 more time.
[CUSTOMER][NEUTRAL] Because on the form that I got in the mail, it went into 4606 as the last.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What form did you get? Are you talking about the explanation?
[CUSTOMER][NEUTRAL] Numbers.
[CUSTOMER][NEUTRAL] I got the claim form in the mail that just says that it was paid out and it had the 4606 number on it.
[AGENT][NEUTRAL] Tell me what form because I wanna look at that form. What did it say? What was the name of the form at the top?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm, I have to go. It's in my other room. I have to go look for it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] As
[AGENT][NEUTRAL] It was, was it telling you, was it that was was it telling you how much we paid?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that sounds like it could have been the explanation of benefits maybe?
[CUSTOMER][NEUTRAL] Yes, that's what it was.
[AGENT][NEUTRAL] OK, let me look at that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I'm gonna just verify I'm gonna go back into my bank account right now to that date and just maybe I missed it, maybe I was just dreaming.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yes, that happens.
[CUSTOMER][NEUTRAL] That have been [PII], no, that would not be in [PII].
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah, no, uh, I'm not showing a $100 direct deposit into the [PII] and I'm going all the way until [PII].
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] But on the explanation of I'm gonna look one more time maybe I have it pulled it.
[CUSTOMER][NEUTRAL] See if I can put my fingers on it.
[CUSTOMER][NEUTRAL] Because when I called in and inquired about it once I realized what had happened, oh wait, hold on, on my head right here. She did confirm that I didn't write down the name. Hold on.
[CUSTOMER][NEUTRAL] 1212.
[CUSTOMER][NEGATIVE] This one was a denial that this one was paid.
[AGENT][NEUTRAL] OK, I do see a note in the system.
[AGENT][NEUTRAL] About it.
[CUSTOMER][NEUTRAL] OK, yeah, it is the explanation of benefits on on that page two of that explanation of benefits, it says on their direct deposit date was 12-12-2024, account number, the last four are [PII], but that was the.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'm with you. I see that.
[AGENT][NEUTRAL] Old
[CUSTOMER][NEUTRAL] Yeah, that was my previous account so I just, so yeah, that was my question on that one.
[AGENT][NEUTRAL] Oh, I see. OK, OK, I'm with you now, so.
[CUSTOMER][NEUTRAL] Sorry, I didn't have all my details straight when I called.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] When did you upload it online?
[CUSTOMER][NEUTRAL] Mm, I did it through the app on my telephone, but it was the early part of um December because I closed that account at the end of November. So I actually uploaded the new account information the day that I called and talked to her.
[CUSTOMER][NEUTRAL] It already showed on my app that it was going to the [PII], but when she looked on her side, she said no, we still have the [PII] so that's what she was gonna troubleshoot why it didn't transfer over but then I never heard anything else and I was just like, let me, let me check one more time.
[AGENT][NEUTRAL] Yeah, I'm just make it appears that the check may have been processed or released before you updated the account information that would to me be the only reason why.
[CUSTOMER][NEUTRAL] OK, so did, so should I contact the bank that it was deposited into but that account was closed so I didn't know if they would just.
[CUSTOMER][NEGATIVE] Return that I don't, I didn't know what the process was for that.
[AGENT][NEUTRAL] Yeah, I think that, let's see, it says contacted insured regarding returned ACH as account closed requested update.
[AGENT][NEUTRAL] See correspondence. So did someone call you?
[CUSTOMER][NEUTRAL] No, I called in that's how they knew, yeah.
[CUSTOMER][NEUTRAL] And she told me, she said, yeah, we should still show the 986. Well, they showed the 4606. And I told her that on my side, it showed the 9869. And she said, I'm going to have to get with someone and figure out what we need to do to correct it. So I haven't done anything since then. And then I was just like, gonna fill, fill out my husband's wellness check. And I was like, you know what? I better call just to make sure that everything is straightened out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But you don't
[AGENT][NEUTRAL] Right, let's see.
[CUSTOMER][NEGATIVE] I haven't gotten anything from the bank with that account number ending in [PII] that says uh transaction they tried, I haven't gotten anything from the bank.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[AGENT][NEGATIVE] It was returned. We got notification that it was returned.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, looks like [PII].
[AGENT][NEUTRAL] If the account is closed.
[CUSTOMER][NEUTRAL] So do I need to resubmit for that claim or what do I need to do?
[AGENT][NEUTRAL] Well, the payment has been released. I don't know. Have you spoken with the bank?
[CUSTOMER][NEUTRAL] I haven't spoken with the bank.
[AGENT][NEUTRAL] Can you reach out to them and your, your new account is with the same bank?
[CUSTOMER][NEUTRAL] No, it was a different bank.
[AGENT][NEUTRAL] Oh, it's with a different bank.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Still looking, [PII].
[CUSTOMER][POSITIVE] OK, not a problem.
[CUSTOMER][POSITIVE] Appreciate you looking into it.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] So what I'm going to do is send this to see if we can get this reprocessed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] Thank you for your patience.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] Almost finished.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] All [PII]ght, so I've sent a request over um and I'm going to follow this to make sure that you do get a call back um what's your callback number, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, let me go back over here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] How are you enjoying your retirement?
[CUSTOMER][POSITIVE] Love it, love every minute of it.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] How long did you did you teach?
[CUSTOMER][NEUTRAL] Uh, I worked in education for 33 years.
[AGENT][POSITIVE] 33 years. Wow, congratulations.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you, thank you.
[CUSTOMER][NEUTRAL] So it's all the things I never had time to and then I'm like, wait a minute, there was a wellness benefit. Let me see if I can go back.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And y'all are probably thinking, what is she doing?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] All right, so I have routed this to the appropriate area and then um I'll kind of follow it to make sure that you receive a return call, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome I appreciate your help.
[AGENT][POSITIVE] Oh, you're welcome. Anything else I can help out with today?
[CUSTOMER][POSITIVE] That is it. Thanks so much.
[AGENT][POSITIVE] Oh, you're welcome and thanks for calling APL. Have a good day, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.