AccountId: 011433970860
ContactId: a2c63c95-1f49-4150-9c79-da9724dcaf4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211339 ms
Total Talk Time (AGENT): 82765 ms
Total Talk Time (CUSTOMER): 71733 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/a2c63c95-1f49-4150-9c79-da9724dcaf4c_20250326T17:39_UTC.wav
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[AGENT][NEUTRAL] No, thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the care team. I have insured um [PII] on the phone. Her policy number is 234-042-1.
[CUSTOMER][NEUTRAL] Uh, the number she's calling from is a good call back number. She is calling because she spoke to somebody the other day.
[CUSTOMER][NEUTRAL] That told her that she was going to be receiving a paper check for her claim, and she asked that the paper check be voided and the claim sent direct deposit like it has in the past um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She said that she is noticing in the online service center that she's in progress again and she wants to know why.
[AGENT][NEUTRAL] Let me take a look.
[CUSTOMER][NEUTRAL] And she's on the other line.
[AGENT][NEUTRAL] Give me one moment. Let me take a look and see what, what.
[CUSTOMER][NEUTRAL] Sure. Yeah.
[AGENT][NEUTRAL] OK, I do show the check was just reissued today, but let me see if direct deposit was, I do see direct deposit is set up.
[AGENT][NEUTRAL] Because it is showing direct deposit.
[AGENT][NEUTRAL] You set up.
[AGENT][NEUTRAL] Let me see something else.
[AGENT][NEUTRAL] Give me one moment, let me check with [PII] real quick.
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So so she released this check.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh, she's away. I have to verify with [PII] on this one. I do show the check was issued. It, it was only issued today, so nothing has went out yet. It wouldn't be issued out until tomorrow.
[AGENT][NEUTRAL] Cause it was just released today. I'll have to verify with roles on that. As far as the direct deposit, I do show direct deposit is set up, but I'll have to check, verify with roles on that.
[CUSTOMER][NEUTRAL] OK, is it gonna go by direct?
[CUSTOMER][NEUTRAL] OK, she's
[AGENT][NEUTRAL] And um
[CUSTOMER][NEUTRAL] OK, do you want me?
[CUSTOMER][NEUTRAL] Do you wanna talk to the insured and let her know you'll call her back, or do you want me to go back to her and tell her that you'll call her back?
[AGENT][NEUTRAL] If you can let her know that we'll further review it, I do show it the benefit has been set up to go out, but if you can just let her know that um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That the benefit was issued for today, it is set up for direct deposit is what I would tell her.
[AGENT][NEUTRAL] And I will verify with [PII] because I do show that it is set up for direct deposit.
[CUSTOMER][NEUTRAL] OK, OK, I can tell her that.
[CUSTOMER][NEUTRAL] OK, well, I will absolutely tell her that that was her question, so I'll go back and let her know.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you, bye bye.
[AGENT][POSITIVE] You're welcome bye.