AccountId: 011433970860
ContactId: a2f2f743-1160-4229-82bb-613c00fef78f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2070648 ms
Total Talk Time (AGENT): 810153 ms
Total Talk Time (CUSTOMER): 769939 ms
Interruptions: 12
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/a2f2f743-1160-4229-82bb-613c00fef78f_20250325T13:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, my policy number is
[CUSTOMER][NEUTRAL] 234-042-1
[AGENT][NEUTRAL] OK, hold on one moment and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And Ms. [PII], um, I have you pulled up here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Sure. My date of birth is [PII]. Uh my mailing address is
[CUSTOMER][NEUTRAL] I think it's [PII], yeah, [PII]. And what was the other thing? Email [PII].
[AGENT][NEUTRAL] Your email.
[AGENT][NEUTRAL] Thank you for that. And now for your address, we're showing one on [PII]
[AGENT][NEUTRAL] Should I keep that or do you want to update it?
[CUSTOMER][NEUTRAL] Yeah, well, my address, that no, you, that's fine, honey, right? um.
[AGENT][NEUTRAL] That's OK. OK.
[CUSTOMER][NEUTRAL] You don't never know anything out, do you?
[AGENT][NEUTRAL] I mean, in terms of like your claims and things like your explanation of benefits would be mailed to you, um.
[AGENT][NEUTRAL] That type of thing like
[AGENT][NEUTRAL] Just paperwork or like if you
[AGENT][NEUTRAL] Get your cards and things.
[CUSTOMER][NEUTRAL] What if I
[CUSTOMER][NEGATIVE] Well, I have a different um mailing address. That's the first one I gave you, so I thought that's what it was set up for, but apparently it's not.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, it's OK, can I change it over the phone or do I need to send you something?
[AGENT][POSITIVE] No, no, I can change it for you, whichever, whichever you prefer.
[CUSTOMER][NEUTRAL] Yeah, just for the mailing address, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And then it's still [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now that's just my mailing address. My home address is [PII], so.
[AGENT][NEUTRAL] OK, so I kept the [PII] for the physical address and then for the mailing I just put the [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you. I have a question. Um, I got, I got a claim process. Can you tell me where you're sending the money to?
[AGENT][POSITIVE] You're welcome. OK.
[AGENT][NEUTRAL] Yes, let me see.
[CUSTOMER][NEUTRAL] I wanna make sure like I closed out a bank account. I don't know, probably about
[CUSTOMER][NEUTRAL] 8 months ago or more. I just wanna make sure I don't have that down there.
[AGENT][NEUTRAL] No, this looks like it's a paper check. Um, let me see, you want to know where it was mailed to? Oh, you're saying was it direct deposit versus like a paper check?
[CUSTOMER][NEUTRAL] Yeah, I have something in there to be direct deposit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, so this last one here looks like it's a paper check. Um, I do see where the other ones were direct deposit, but this this is paper, it's a paper check.
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] You want me
[AGENT][NEUTRAL] You said why
[CUSTOMER][NEUTRAL] Is there, is there any way to cancel and do a direct deposit?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me take a look. Do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Sure, no problem, ho.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so let me see.
[AGENT][NEUTRAL] I don't think there's a way to, or does it say that it's check paper because it just went out? It just finished yesterday? No, cause that would have been uh that 1900 thing. OK, so that's not the same thing.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I don't know what this means, and then there's a tube by direct deposit.
[AGENT][NEUTRAL] I gotta look into this one.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. So, um,
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Well, we won't be able to stop the check only because it was, it's already been sent out and it's to the correct address. If it was like the wrong address or something, we could um change it and have it.
[AGENT][NEUTRAL] You know, update it to the correct address, but
[AGENT][NEUTRAL] Um, since it's already
[CUSTOMER][NEGATIVE] Cause I don't have a, I don't have a bank account to cash it. Like I only have an online account. I can't cash it.
[AGENT][NEUTRAL] OK, let me see if I can reach out to someone in claims and see how we would handle this, um.
[AGENT][NEUTRAL] Do you mind if I place you on just another brief hold?
[CUSTOMER][POSITIVE] No problem, thanks. No problem.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Man, while he's pregnant.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][POSITIVE] Thank you for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing good. I am confused though. I need, I, I have, can you look at this with me?
[CUSTOMER][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] I don't think I need to um transfer her. I just need to know what to do. OK, so it's policy number 234-0421.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the first thing that confused me was on Amtrak that by direct deposit, it has a 2. I've never seen that before. But then this last.
[CUSTOMER][NEUTRAL] Yeah, I haven't either.
[AGENT][NEGATIVE] This last claim we processed, she was asking um if it would be direct deposit or if it was a check, and I said, well, looks like this one is a check, and she said, well why? And I'm like, well no. But then she's like, um, well, is there a way we can stop it because I don't have like a physical bank. I just have my online bank. I'm not gonna have nowhere to cash it. I don't really know how to move with this one. This one is a doozy.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was issued via check.
[CUSTOMER][NEUTRAL] I don't know why, um, let me, let me look at something.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Draft active again with the 2.
[CUSTOMER][NEUTRAL] Um, let's see if there's anything that would explain that.
[AGENT][NEUTRAL] I was reading the note.
[CUSTOMER][NEUTRAL] Yeah, so even when you look at PIDAT like where their draft is coming out, even where it says active yes or no, it has a 2.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] So what does that mean?
[CUSTOMER][NEUTRAL] That may be a billing question honestly because I don't really deal with that so I'm not 100% um.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Look over here and see what this is.
[AGENT][NEUTRAL] But just in terms of her claim, so there's like no way for us to, is there a way for us to, not that I know like it's the address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So if billing did something, yeah so if billing should have had like a yes there or something like that, what I would do is um.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] I would.
[CUSTOMER][NEUTRAL] Speak with billing, see what they say, see if that's something they can fix, and then I would ask, like I would either email or put in a hub request explaining the situation to Miss [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And see if she'll go ahead and void it.
[CUSTOMER][NEUTRAL] Uh, because of the situation and then if so you'll just have to let the insured know like yes this went out as a check but based off you know we got sorted out why it's right like it's it's fixed now so what we're gonna do is we're gonna reprocess as a direct deposit but if you get a check, don't try to cash it because that's going it's, it's not gonna be good it's been voided.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's going on?
[AGENT][NEGATIVE] Right, it's gonna be voided. OK.
[CUSTOMER][NEUTRAL] So right and so I would take those steps first because I've not ever seen that too either, um, so I'm not 100% and like I said, even under pod out where it says active yes or no, it has a 2 and it's like that's not a yes or no so I don't, I don't know but I feel like that's more of a billing question they may be able to answer that part and see if that's something that needs to be fixed and then if so then I would move on to being like, OK, Miss [PII], this is the situation.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Said Miss [PII].
[CUSTOMER][NEGATIVE] This was messed up. I've already got it sorted with billing, but can we void this and let her know what the insured has told you? And if so she can move forward like you may still have to put the hub request for her, but um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She may be like, yeah, just put it in the hub request I'll get that taken care of and we'll get it reprocessed. So that's the steps I would take because I have not ever seen that either. I don't I feel like something got done incorrectly there, yeah.
[AGENT][NEGATIVE] It's not right.
[AGENT][POSITIVE] OK. Alright, well thank you so much. I'm glad you looked at this for me because I'm like a 2, does she have 2 accounts, two bank accounts, like I was like, what is that? OK.
[CUSTOMER][POSITIVE] Yeah, I don't know. You, you're welcome.
[CUSTOMER][NEUTRAL] I don't think our, yeah, I don't think our system allows that because any time we go in the update, you know, where we request an update it changes it completely it doesn't.
[AGENT][NEUTRAL] Save the other one.
[CUSTOMER][NEUTRAL] You know what I mean? Like,
[CUSTOMER][NEUTRAL] Right, it doesn't save the other one it completely gets rid of it, so I don't think that's a possibility so I don't know what the two would be for, um, I feel like that.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I don't know. I wanna say that I like, I feel like that's an error, but maybe there is a reason behind it. I just don't know what it is, but I don't, you know, I don't really work in that department.
[AGENT][NEUTRAL] Well, when I find out, I'm gonna um send you a uh teams and tell you what it is.
[CUSTOMER][POSITIVE] Please do, please do that way I know exactly what the heck I'm looking at next time. Hopefully we don't see very many of those and we don't have to worry about it, but if we do, I at least have like a message like this is what it is and it's like, oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Just in case.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK. Well, thank you very much.
[CUSTOMER][POSITIVE] OK. You're welcome.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Oh, now would it be better to ask, well, ask her what she wants. Does she want to hold or does she want me to call her back?
[AGENT][NEUTRAL] And we can go from there because uh who knows.
[AGENT][NEUTRAL] I'm gonna check back with her first.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, I
[AGENT][NEUTRAL] All right, thank you so much for holding. I just wanted to check back with you. So I just got off the line with claims, I'm getting ready to reach out to group billing. Did you want me to give you a call back after I get this all sorted out or are you OK with holding? I just didn't want you to hold too long.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, you don't know what they can do or is that what you're trying to do?
[AGENT][NEUTRAL] Well, for one, we're trying to figure out why it was sent as a paper check versus direct deposit and then um
[CUSTOMER][NEUTRAL] Can I, can you tell me what I have listed for direct deposit?
[AGENT][NEUTRAL] That's the second thing that I'm checking into because where our direct deposit is, it should say yes or no, but there's a number 2 here, so I need to figure out, we're trying to figure out what that is, so I need to speak with billing, but I just didn't want you to hold while I'm doing all this, or if you're OK with holding, that's fine. I just want to check on you.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Do you have the account number there or doesn't have an account number?
[AGENT][NEUTRAL] Um, the one that I can see, it has an account number ending in [PII], but I don't know if that's the same as uh what the direct deposit has been because there's a 2 here. We don't know what this two means, that's what we're trying to figure out, so we need to start the billing.
[CUSTOMER][NEUTRAL] Oh, OK, cause I, I had submitted another direct deposit form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, a couple of days ago because I wanted to make sure you guys had the right one.
[CUSTOMER][NEUTRAL] And I don't know if, what, what was the number you said it ended in [PII].
[AGENT][NEUTRAL] This one
[AGENT][NEUTRAL] This one is um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, yeah. That's probably the one I don't have. That's why I submitted a new one. Yeah.
[CUSTOMER][NEUTRAL] And that maybe the two means cause I have two bank accounts, but I don't know. But if you want, I can hold on.
[AGENT][NEUTRAL] OK, as long as you're OK, I just want to check with you and make sure you're OK. So I'm getting ready to call group billing on the other line.
[CUSTOMER][NEUTRAL] I was there
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Hold on one moment, OK?
[CUSTOMER][POSITIVE] Thanks, honey.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so let's reach out to billing.
[CUSTOMER][NEUTRAL] Deferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good how about you?
[AGENT][NEUTRAL] I'm doing good. So I just got the claims, but um they told me to reach out to y'all because they're unsure. Can you look at this with me?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So it's policy number 234-0421.
[CUSTOMER][NEUTRAL] Apologize, can you get to me one more time? 234.
[AGENT][NEUTRAL] Oh, sure. 234-042-1.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] And then it's for um that last claim there that we processed um 3579838.
[CUSTOMER][NEUTRAL] Oh, I can't see.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] I can't see claims, love.
[AGENT][NEUTRAL] OK, so, on Amtrak, can you see direct deposit active too?
[AGENT][NEUTRAL] Oh you can't see Amtrak either.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't, I don't know. I've never pulled it up before. Is that on, is that in lion?
[AGENT][NEUTRAL] Because we're trying to figure out. Mhm.
[CUSTOMER][NEUTRAL] What's that? What's the uh page MTR what?
[AGENT][NEUTRAL] Um M T R A K.
[CUSTOMER][NEUTRAL] Let me check, yeah, I can't see anything on that page bed.
[AGENT][NEUTRAL] OK, how do, how do you get to the direct deposit? So direct deposit active says 2. It usually says yes or no. So we're trying to figure out what that 2 is, and then
[CUSTOMER][NEUTRAL] What is it you're, what's it you're looking for?
[AGENT][NEUTRAL] We're also trying to figure out why the
[AGENT][NEUTRAL] Um, claim was sent as a paper check versus direct deposit. So I went to, I thought it was claims, but she's like, I've never seen this direct to, I've never seen it either. She's like, maybe that's a billing issue.
[AGENT][NEUTRAL] Um, so I really don't know who to go to.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I think it would be customer service because they, they deal with people like in on individual basis group billing I'm, I work with groups and so I don't have as much familiarity, yeah, um, but I think payment mode is too is, um, well it says under active I don't know if that's under payment mode that's like when they get billed directly.
[AGENT][NEUTRAL] Right, the whole group, right.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] Yeah, no, mode of payment. The mode of payment is 1. I don't, we don't know what this 2 is, but thank you. Let me try to call um customer service but I appreciate you. No, it makes it it's fine, it makes perfect sense because I, I think if I would have just thought it through, I would have been like, well, why do I have to go to group billing and it's for individual policy, but I just did what claims told me to do. So let me call customer service.
[CUSTOMER][NEUTRAL] Because the customer.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] OK, good luck.
[AGENT][POSITIVE] Alright, thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Purring
[CUSTOMER][POSITIVE] Thank you for calling APL. This is [PII] and customer service. How may I help you?
[AGENT][NEUTRAL] Hey [PII], how are you doing? This is [PII] on the care team.
[CUSTOMER][POSITIVE] I'm good.
[CUSTOMER][POSITIVE] I'm good [PII] how are you?
[AGENT][POSITIVE] I'm doing good. Um, can you look at, can you look at this, um, account with me?
[CUSTOMER][NEUTRAL] Yeah, of course. What's that policy number?
[AGENT][NEUTRAL] OK, so it's 234-042-1.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's, um, so there's a few questions. So the, the insurer is wanting to know.
[AGENT][NEUTRAL] Well, let me start here. On Amtrak, direct deposit, direct deposit active usually says yes or no. There's a number 2 there. I don't know what that means.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've never seen that before.
[CUSTOMER][NEUTRAL] I haven't either. That is weird.
[AGENT][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] Because when you go to PI.
[CUSTOMER][NEUTRAL] It should either be a Y or an N.
[AGENT][NEUTRAL] Yes, and I'm like, well, let me go to PIDAT and see what that looks like, you know how it says active down at the bottom.
[AGENT][NEUTRAL] Like where it has the routing and account, so, but that has a 2x2. So then I was like, OK, let me call claims and see if they know, but more so because that last claim process was sent as a check versus direct deposit. I'm like, does this too have something to do with why the direct deposit is not going out.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It does.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Hm. Probably, yeah.
[AGENT][NEUTRAL] And they're like.
[AGENT][NEUTRAL] And they were like, well, I think that might be group billing because claims doesn't really do that. And if I would have thought about it, I would have been like, well, no, because it's not a group, it's just hers. But anyway, I still call group billing and then I realized it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Now I have you. Lovely memory.
[CUSTOMER][NEGATIVE] Well, I can change that to a lie. I don't know where that two came from. Um, the last thing, the last time I'm seeing any notes as far as entering in that bank information for direct deposit was in [PII].
[CUSTOMER][NEUTRAL] Um, let me check. Well, I ain't got my own base up.
[CUSTOMER][NEUTRAL] So I don't see where there's any new request to update it so I hope that's the same bank account that they're wanting to use. Uh, when did they submit?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Wait a minute, because she said that she
[AGENT][NEUTRAL] She did say that she just sent in like within this week, I believe, the a new direct deposit form to make sure it went to her new bank.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] She was asking me, um, because, well, her, her main question was, well, why was it sent as a check and I'm like, well, I don't really know. And she's like, because I don't have a like physical bank. I only have the online bank, I won't have anywhere to cash it.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Can we stop it and send it direct deposit. So after we figure out this part, I'm gonna talk to Ms. [PII] and see if that's an option.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, let me pull up.
[AGENT][NEUTRAL] I'm probably in the hub for that.
[CUSTOMER][NEUTRAL] I just want I'm just gonna check if there's already a hub out there to update that bank account information. Hold on just a second. I'm gonna check that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, there's nothing in the hub. Did she happen to mention to tell you how she sent it in? Did she email it or fax it or?
[AGENT][NEUTRAL] No, and I didn't ask. She, I can ask her though. She just um
[CUSTOMER][NEUTRAL] Mail it in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She just said I just sent a new direct deposit form in. You want me to ask her?
[CUSTOMER][NEUTRAL] Yeah, because that'll depend on where we receive it at.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][POSITIVE] All right, thank you so much for holding. I'm checking back with you. I'm on the other line with customer service. Um, the, the direct deposit form that you sent in recently, how did you send it? Like was it faxed or mailed?
[CUSTOMER][NEUTRAL] I patched it.
[AGENT][NEUTRAL] Facts, OK. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, she faxed it.
[CUSTOMER][NEUTRAL] She faxed it. OK, so then that's gonna go into the workflow which if they put her policy number on the document, it should have shown up in.
[CUSTOMER][NEUTRAL] Home base but it's not in on base so that means I probably just imaged it in without putting a policy number on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Oh, so this is my state, so it should be in my folder wait, um.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] And on base takes forever to load so I'm just gonna have to go through here looking because I've got some return mail.
[AGENT][NEUTRAL] No, it's OK. She's fine. She, she's just like, I just want to know the answer. Take your time, baby. I'm like, OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And when did she say she sent it?
[AGENT][NEUTRAL] Um, OK, let me ask her. Hold on one second.
[CUSTOMER][NEUTRAL] OK, sorry.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm not supposed to be pushing her to take the call or not because, well, she can because there's a second part to it. We don't, girl, help this lady.
[AGENT][NEUTRAL] OK, hello Ms. [PII].
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] You're on with me, [PII].
[AGENT][NEUTRAL] Oh, oops, hold on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have one more question. Um, when did you fax it? They're, they're getting ready to pull the faxes.
[CUSTOMER][NEUTRAL] Uh, a couple of days ago, um.
[CUSTOMER][NEUTRAL] I just say Monday?
[AGENT][NEUTRAL] Sometime this week.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] What's that honey?
[AGENT][NEUTRAL] Um, some, it was sometime this week though.
[CUSTOMER][NEUTRAL] Uh, it might have been.
[CUSTOMER][NEUTRAL] Might have been Friday because yesterday was only Monday.
[CUSTOMER][NEUTRAL] Do you need the information again?
[AGENT][NEUTRAL] Oh, that's true.
[AGENT][NEUTRAL] No, no, so the, the person I'm speaking with from customer service actually happens to work your state, so she's looking through her faxes for the direct deposit. We're trying to figure out what this too is, she's getting ready to fix that, and then I'm going to speak with Ms. [PII] who handles the checks to see if we can void this and send it direct deposit for you.
[CUSTOMER][NEUTRAL] Yeah, it might have been.
[AGENT][NEUTRAL] Maybe Friday.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here,
[AGENT][NEUTRAL] Oh, it went in and out. You said it might, it might have been, so sometime between Friday and this and this week.
[CUSTOMER][NEUTRAL] Yeah, it wasn't Monday, it wasn't yesterday, so it might have been and I didn't, I didn't send it over the weekend, so it must have been Friday.
[AGENT][NEUTRAL] OK, I'll say last week.
[AGENT][NEUTRAL] OK, well, let me let her know and she's searching for that date. Are you sure you're OK? Well, hold on, I just want to make sure you're OK.
[CUSTOMER][POSITIVE] Oh yeah, I'm fine honey yeah I'm good.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold
[AGENT][NEUTRAL] OK, she said it was uh Friday. She sent it. She said, I know it wasn't Saturday or Sunday, so it's got to be Friday.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][POSITIVE] I said yes ma'am.
[CUSTOMER][NEUTRAL] Well, OK, so that may be why I can't find it yet. They probably haven't.
[CUSTOMER][NEUTRAL] Done it. They probably haven't imaged it yet since it was just Friday.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So, I will, I'm trying to think of a plan. So I will send a hub.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] To [PII] for the check.
[AGENT][NEUTRAL] To see
[AGENT][NEUTRAL] If there's a way that, oh, OK.
[CUSTOMER][NEUTRAL] I found it.
[CUSTOMER][NEGATIVE] They put it under a new application. This is clearly not an application, OK.
[AGENT][NEUTRAL] Oh Lord.
[CUSTOMER][NEGATIVE] Yeah, uh, this is what we deal with sometimes and it's just ridiculous.
[AGENT][POSITIVE] Well, it's OK. I'm trying to come to so hopefully I'll be there to help you soon.
[CUSTOMER][NEUTRAL] It's clear.
[CUSTOMER][NEUTRAL] Oh, really?
[AGENT][POSITIVE] Yeah, I'm interested to see how CS works. I wanna, I wanna learn customer service.
[CUSTOMER][POSITIVE] That's cool.
[CUSTOMER][POSITIVE] [PII] um very good.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, this is definitely a new account number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and I see what she's talking about. This is Metabank, so it's not a physical bank. It's one of those online things.
[AGENT][NEUTRAL] Oh, like nets and chime, yeah, like that. Mhm.
[CUSTOMER][NEUTRAL] Yeah, mhm. Alright, so give me just a second, let me update it. She wrote it on here twice. I don't know why.
[AGENT][NEUTRAL] So that's what she means.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII]. A routing number [PII].
[CUSTOMER][NEUTRAL] OK, I thought my finger hit too many numbers [PII]. OK, so then I'll always go back and double check it. Uh [PII] OK and this is checking active.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright girl, I got it fixed for you and her new account information has been added.
[AGENT][POSITIVE] Thank you so much memory. I appreciate you. We were like, what is that? I said, girl, I don't know. I ain't never seen that.
[CUSTOMER][NEUTRAL] You are still waiting from me?
[AGENT][NEUTRAL] I said me either.
[CUSTOMER][NEGATIVE] I have no idea why that was there. It shouldn't have allowed that to save, um, because if you don't select or if you don't put something in that space, it shouldn't save so I don't know. I have no clue why that was there that was the that's weird, but yeah, I have fixed yeah.
[AGENT][NEUTRAL] You can't go on.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Well, I appreciate you.
[CUSTOMER][POSITIVE] You are welcome.
[AGENT][POSITIVE] And I will let her know. Thank you. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Oh, so we got that fixed for her.
[AGENT][NEUTRAL] Yeah, I figured that was happening.
[AGENT][POSITIVE] Yeah, thanks, [PII].
[AGENT][NEUTRAL] Next.
[AGENT][NEGATIVE] I wasn't even looking for that. Don't send me nothing on the call.
[AGENT][NEUTRAL] I already knew that.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, I
[AGENT][POSITIVE] All right, thank you so much for holding. So she was able to pull the um direct deposit form that you sent in, she updated your information. She fixed that little 2 there, we don't know why it was there, but she fixed it. So now I'm getting ready to um send a request over to Ms. [PII]. She handles all the checks to see if we can void it and send it to this new account that you just sent us, um, which is on your policy.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so, um, Ms. [PII] is probably gonna reach back out to me. When she does, I'll reach out to you and let you know of, you know, what we, you know, the next steps. All right, so all of that is taken care of.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, that, yeah, that's good.
[CUSTOMER][NEUTRAL] Wait, you won't know till tomorrow, you said?
[AGENT][NEUTRAL] Well, I haven't sent it to her yet, because she doesn't have like a phone, so I don't, I haven't sent it to her. Once we get off the phone, I'll go ahead and send it to her. I did make it urgent, so she'll probably reach back out to me today and then I can give you a call. I just, once she gives me the update, I can update you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That sounds good. What's the number that it'll be coming from so I can actually answer the phone?
[AGENT][NEUTRAL] So our phone number is [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But now, I don't know if that's how it shows up. So if you see something [PII] or [PII], just pick up, it might be me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and [PII]. Got you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alrighty, what's your name, honey?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, I don't think so, but you'll call me, you'll call me back though either way and let me know.
[AGENT][POSITIVE] Oh, yes, ma'am. As soon as I get an update from her, I'm gonna call and update you.
[CUSTOMER][POSITIVE] All right thanks so much.
[AGENT][POSITIVE] You're welcome. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.