AccountId: 011433970860
ContactId: 99376cea-fc3d-41f5-9d9b-09862f4538db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373890 ms
Total Talk Time (AGENT): 181779 ms
Total Talk Time (CUSTOMER): 172423 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/99376cea-fc3d-41f5-9d9b-09862f4538db_20250131T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII] over in customer care. How are you this morning?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I am good um I have an insured on the line. You actually spoke to this guy yesterday um it's about a claim payment that he hasn't received. Do you want the policy number?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, it's 810367.
[CUSTOMER][NEUTRAL] It's for a Frank Rodeo. I had to log out of my line and log back in because he said it's under that company 22.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Give me a moment to get that.
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] OK, I have it up.
[CUSTOMER][NEUTRAL] OK, so he has claim number 3556147. It's the last one in there.
[CUSTOMER][NEUTRAL] Um, he's been calling. It it's supposed to be direct deposited, and he's saying the funds aren't there today and he was advised to call back. They should be there by today, um.
[CUSTOMER][POSITIVE] He seemed pretty
[CUSTOMER][NEUTRAL] He needs the uh payment.
[AGENT][NEUTRAL] OK, alright, so I'm gonna have to.
[AGENT][NEUTRAL] Submit a hub request to check on that uh particular direct deposit but yeah you can send them over. I'll speak with them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I appreciate you. I hope you have a good day.
[AGENT][POSITIVE] Thank you you as well.
[CUSTOMER][NEUTRAL] Here he comes.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], wow, I was just speaking to somebody else, um.
[CUSTOMER][NEGATIVE] I was talking to somebody and uh my money was supposed to be direct deposited on Tues which they said they did on Tuesday and today's Friday and still hasn't hit my account. I called the bank to make sure there was no uh nothing in the works or or whatever and the person I spoke to said there's nothing there. There's no money they're ready to be deposit or anything like that. Um, what can we do? because uh I just need to know if I'm gonna get paid or not soon I know what bills to pay. That's all I need to know.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Understood. Yeah, and uh sorry about that. I'm just taking a look. I, I, I spoke with you on yesterday regarding this, and I, I, yep, I set myself up a.
[CUSTOMER][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] That's why I seem so surprised. I'm sorry.
[AGENT][NEUTRAL] No, that's OK. Yeah. So, uh, follow up on this cause I know I told you tomorrow should be, but, um, yeah, so let me
[AGENT][NEUTRAL] First, I just wanna go ahead.
[CUSTOMER][NEUTRAL] Yeah, and like I said,
[CUSTOMER][NEGATIVE] Before I wanted to bother you, I called the bank to make sure and they said there's nothing there, nothing at all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so
[CUSTOMER][NEGATIVE] I didn't want to call and aggravate you.
[AGENT][NEUTRAL] Yeah, no, absolutely no problem. We wanna get this taken care of. I am going to escalate this, um, to do some research to confirm that the, the funds were released or at least locating where in the process we are. Um, from what I can see, it was released on the [PII], so I just wanna escalate it to have it take a deeper look at it and um.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] See what we find because as of now it's only showing that hey we processed and pay this claim and it's out the door so uh what's a good call back number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII] when you're ready, are you ready?
[AGENT][POSITIVE] Yep, I'm ready.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right. So what I'm going to do, um, once I hang up with you, I'm gonna escalate this. I'll reach out to my supervisor to have them research uh this payment. And as soon as I receive a response with an update or findings, I will give you a call back to let you know where we are with that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that OK?
[CUSTOMER][NEUTRAL] OK, and do you, yeah, do you wanna go over the routing number and account number one more time, or no, because we did that yesterday, but we can do it again I have to check right in front of me.
[AGENT][NEUTRAL] Yeah. I, I see in the notes that it was uh checked, verified, but yeah, let's go ahead and do that um just for my notes. Yeah.
[CUSTOMER][NEGATIVE] Just to make sure, yeah, please, like I said, I'm sitting here doing my bills and I can't because I don't know who I'm gonna pay or who I'm not gonna pay because I, I don't have the money in the account, not that you wanna hear that. I don't start crying now please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] No, I absolutely understand. All right, so what is the routing number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The routing number is [PII].
[AGENT][NEUTRAL] OK, and the account number?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Yeah, and that is what we have on file so um give me some time to um research this and as soon as I get answers, I will give you a call back with an update.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you very much. I really appreciate that. I'll just, I'm gonna put this pile of bills on the side here for a while and we'll see what happens. I thank you very much. I really appreciate it.
[AGENT][POSITIVE] No problem. I'm sorry about the inconvenience, but I'm definitely gonna um take a look into that and I will give you a call before the end of day. If I haven't gotten a response, I'll at least touch base with you, let you know uh where I am in that process, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, yeah, thank you very much.
[AGENT][POSITIVE] No problem. In the meantime, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, you've been very nice, very kind and very helpful. Thank you.
[AGENT][POSITIVE] Awesome thank you. All right, [PII], thanks for calling ATO and I'll speak with you soon.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] OK, bye bye.