AccountId: 011433970860
ContactId: aa2d3eb3-a9d1-41ce-86a7-528f74b28110
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1242859 ms
Total Talk Time (AGENT): 199950 ms
Total Talk Time (CUSTOMER): 270807 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/aa2d3eb3-a9d1-41ce-86a7-528f74b28110_20250203T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help?
[CUSTOMER][NEUTRAL] Hey, hey [PII], this is [PII]. I have Mr. [PII] on the phone. He got two policy with us, two disability policies with us. The first one is 241-9804.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2333596 on 129 we reprocessed both of his checks. He said he got some kind of letter from customer service something about his routing number he wanna know what's going on with it that we can't get his information straight to get his checks to him that he's been trying to get, yeah, ever since uh.
[AGENT][POSITIVE] Oh blessing.
[CUSTOMER][NEUTRAL] I, I don't know when we start trying to get a check to him, but anyway, he wanna speak to someone in customer service. He wants to speak to [PII] because maybe who that's who the level is from. But anyway, he just wanna know about these routing numbers that he can't they can't get his check put in his bank account and I verified I know uh and he kind of irritated now, but I verified all of his information, so can you help him?
[AGENT][NEUTRAL] Oh, basically
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hold on, this said association of professional flight attendants. Hold on. And he's been lapsed since September.
[CUSTOMER][NEUTRAL] Yeah, mhm, I know, but we've been trying to get him that check that hadn't got to him ever since that time for that time. So they just, if you read notes, they would just reprocess on the [PII]. They had got his check information and everything, his direct deposit information and everything, but she got some kind of letter saying that something about the bank account number so you can tell him what's going on with it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh God, OK. All right, put it, what's his name again? [PII]. All right, put Mr. [PII] through and I will try to assist him.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] I love it.
[CUSTOMER][NEUTRAL] OK, thank you. Bye-bye. Bye bye.
[AGENT][POSITIVE] Thank you, dear. Bye.
[AGENT][POSITIVE] Good morning, Mr. [PII]. This is [PII] in customer service. How are you today, sir?
[CUSTOMER][NEGATIVE] I'm absolutely horrified at the lack of customer service that I'm given this morning. That's how I'm doing.
[AGENT][POSITIVE] Bless you.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] I'm so sorry to hear that.
[CUSTOMER][NEGATIVE] I don't need any, please, please don't apologize. It's very, it's, uh, I'm at my wits end with this company.
[AGENT][POSITIVE] Goodness. OK.
[CUSTOMER][NEGATIVE] I don't understand how.
[CUSTOMER][NEGATIVE] They haven't sent me these two checks for $800. What is, what is the problem?
[AGENT][NEUTRAL] Are
[AGENT][NEUTRAL] Well, Ms. [PII] said it has something to do with your um routing number, is that correct?
[CUSTOMER][NEUTRAL] I don't know. You have to tell me. You're the, I, I, I have no idea. I, I went through all of this last year, then the company got, we moved to another company and they
[CUSTOMER][NEGATIVE] Didn't give me the money. Then they, [PII] sent me two letters saying there's two checks for $800. I called, I sent, they sent me checks. I've got the checks here that they canceled the checks. Then I sent them the routing information. And then last week that somebody called me, said the money should be here in 72 hours. And now I got an email from an [PII] saying that nothing's been done, basically.
[AGENT][NEUTRAL] OK, [PII] is my supervisor, yes, um, alright, so for.
[CUSTOMER][NEGATIVE] Unable to locate.
[CUSTOMER][NEUTRAL] So what I need somebody to do today, very simple, is just cut two checks and overnight them to me.
[AGENT][NEUTRAL] Alright, let me
[CUSTOMER][NEUTRAL] Cause obviously, somebody's having a problem reading the routing numbers and they can't figure out how to do it that way. So I guess let's just go back and cut the checks and send them to me, you know, overnight, FedEx.
[AGENT][NEUTRAL] OK, what I'm going to do, Mr. [PII] is.
[AGENT][NEUTRAL] See if I can get my um.
[AGENT][NEUTRAL] Supervisor.
[CUSTOMER][NEUTRAL] So now I have to talk to somebody else?
[AGENT][NEUTRAL] Well, I just, if you want to check cut, I'm not in that um that department to do any of that, so give me.
[CUSTOMER][NEUTRAL] Well, the lady, the lady before you told me that you were. OK, I'll just wait again.
[AGENT][NEUTRAL] No, I'm just gonna keep you, I'll stay right with you until I hear back from her.
[AGENT][NEUTRAL] OK, Mr. [PII], um.
[AGENT][NEUTRAL] She's asking me to verify your banking information again with you.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Push forward. Oh, OK.
[AGENT][NEUTRAL] Hold one second.
[CUSTOMER][NEUTRAL] And it says for just one check. This is for, this should be for two checks for $800. The email just says 1.
[CUSTOMER][POSITIVE] It says good morning. Our claim department has received a direct deposit of $800 return. There's no account unable to locate, so there's an issue with your routing and account number.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] What do you mean? It's not, it's not for $800 it's 2 checks.
[CUSTOMER][NEGATIVE] That's why I'm concerned with somebody's dropping the ball over there again.
[AGENT][NEUTRAL] Oh goodness, I do apologize. OK, Mr. [PII], do you mind if we verify your, let's say your checking account number and your checking routing number?
[AGENT][NEUTRAL] right
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Hold on, she said we'll, we'll just issue the check. She said we'll remove the banking information and we will have claims to reissue the checks.
[CUSTOMER][NEUTRAL] The checks text plural.
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] Checks, plural, 2 checks.
[AGENT][NEUTRAL] Yes sir, she's, she, uh, sorry, yes, my supervisor has the word checks.
[CUSTOMER][NEUTRAL] Can I speak to, can I speak, can I please speak to her?
[AGENT][NEUTRAL] See if I can add her to this call.
[CUSTOMER][NEUTRAL] And I have the paper that I sent you guys the APL direct deposit authorization with the numbers.
[CUSTOMER][POSITIVE] And they're both correct. both number both the account number and routing number are correct. I'm double checking them right now.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, she's in a meeting at the moment. Would you like for her to call you back?
[CUSTOMER][NEUTRAL] I just want the checks overnighted to me.
[AGENT][NEUTRAL] OK, let me escalate.
[CUSTOMER][NEUTRAL] Is, is that gonna be possible?
[CUSTOMER][NEUTRAL] And to make sure there's 2 checks.
[CUSTOMER][NEUTRAL] I want to verify that there's 2 checks and that they can overnight them. I don't.
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Goodness.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I do apologize for making you wait, Mr. [PII].
[AGENT][NEUTRAL] My supervisors and meetings.
[CUSTOMER][NEUTRAL] I've been waiting for over a year. I'm used to it.
[AGENT][POSITIVE] [PII] bless you, bless you. I am, I do apologize for the inconvenience.
[CUSTOMER][NEGATIVE] I can't believe this company has been holding on to this money for this long.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And both of these checks are for $800 Mr. [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah, can you look that up?
[AGENT][NEUTRAL] Uh, problem is, I, I don't have clearance to, to see, uh.
[AGENT][NEUTRAL] Does he claims his notes.
[AGENT][NEUTRAL] Let me see if we can.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, Mr. [PII]. What my supervisor just told me she has been working, she
[AGENT][NEUTRAL] is working with the claims department supervisor.
[AGENT][POSITIVE] And she is working with them on getting the checks issued and overnighted to you. She asked me, could we take your name and number, which I do have that.
[AGENT][POSITIVE] Let's make sure I've got the right number.
[AGENT][NEUTRAL] OK, you're calling from [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. So, Mr. [PII], um.
[AGENT][NEUTRAL] And she said that somebody that they will give you a call back from um from our claims department confirming all of this.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so welcome. Anything else, Mr. [PII], we can help you with at this moment?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, thank you, sir, and again, I do apologize for everything you've been going through.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, dear. Have