AccountId: 011433970860
ContactId: abd5c637-2395-4c02-962d-2471ef1b8c63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416790 ms
Total Talk Time (AGENT): 92512 ms
Total Talk Time (CUSTOMER): 129639 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/abd5c637-2395-4c02-962d-2471ef1b8c63_20250407T14:37_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning and thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, good morning, [PII], it's [PII]. How are you today?
[AGENT][NEUTRAL] I'm fine thanks how are you?
[CUSTOMER][POSITIVE] I'm good, thank you. So I have an insured on the line with policy number.
[CUSTOMER][NEUTRAL] 257
[CUSTOMER][NEUTRAL] 1990
[CUSTOMER][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] And she is calling because on claim number 357.
[CUSTOMER][NEUTRAL] 1585.
[CUSTOMER][NEUTRAL] Her payment didn't go through when we tried to direct deposit it, so she sent me an updated information, but it's like that would never got reprocessed. She's only got two claims on file, [PII].
[CUSTOMER][NEUTRAL] And the claim number ending in 29 she did receive the funds for?
[CUSTOMER][NEUTRAL] But not for claim 3571585.
[AGENT][NEUTRAL] OK, let me see here.
[CUSTOMER][NEUTRAL] And I verified and I did verify that the account number and the routing number that is on file is correct.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Yeah, kind of
[AGENT][NEUTRAL] OK, so she's just saying that the one ending in 585 did not go to her bank.
[CUSTOMER][POSITIVE] Thank all good.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because apparently there was something wrong with the.
[CUSTOMER][NEUTRAL] Information on file.
[CUSTOMER][NEUTRAL] And it came back.
[AGENT][NEUTRAL] So the, her bank information was wrong?
[CUSTOMER][NEGATIVE] It was returned to us.
[CUSTOMER][NEUTRAL] I'm assuming based on what she said because I can see that she sent in updated direct deposit info.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me see if we have anything that we sent her on file.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause it's not things need to make a.
[AGENT][NEUTRAL] Request to um.
[AGENT][NEUTRAL] For someone to be able to look and see if it was deposited or not.
[AGENT][NEUTRAL] The see correspondence, but I don't see anything. Let me see.
[CUSTOMER][POSITIVE] She's real, this lady's real, real nice too.
[CUSTOMER][NEUTRAL] Just so you know.
[AGENT][NEGATIVE] 00, I see. OK, it returned.
[AGENT][NEUTRAL] OK, yeah, I see and it it looked like it was returned, so I'll just let her know that I'll have the address to reprocess the claim.
[CUSTOMER][POSITIVE] OK, well thank you so much, [PII], and she is fully verified.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you so much. I, I'll talk to you again. I hope you have a great day.
[AGENT][POSITIVE] Great thanks you too.
[CUSTOMER][POSITIVE] All right, thanks, [PII]. Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank you for holding, this is [PII].
[CUSTOMER][NEGATIVE] Yes, hi. Um, they just transfer me over to someone else, um, to check on the status of a payment, um, I haven't received.
[AGENT][NEUTRAL] Uh, yes, Ms. [PII], I believe it was the initial payment. It looks like it was returned. It wasn't direct deposited.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. um, I will go ahead and have an adjuster review that, um, for you today and hopefully that should be reprocessed and sent back out um by today as latest by tomorrow.
[CUSTOMER][NEUTRAL] OK, OK, because I was trying to figure out which one was which, but it looks like I only received the 375, but the 350 was the one where we were having some issues with the direct deposit numbers.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So I haven't received that one yet, yeah.
[AGENT][NEUTRAL] Uh yes, ma'am. Yes, I, I do.
[CUSTOMER][NEUTRAL] OK, well, will somebody send me an email or anything or?
[AGENT][NEUTRAL] Um, so what you could do if you have an online service center account with us, um, you can check online and it'll give you the updated status, um, or you can give us a call back if you'd like, but like, like I said, it should be completed by the end of the day today or by the end of the day tomorrow, um, when it will the benefit will actually be released.
[CUSTOMER][POSITIVE] OK, alright, sounds good. I appreciate that.
[AGENT][NEUTRAL] Uh, sure, Ms. [PII], was there anything else I could do to help you today?
[CUSTOMER][NEUTRAL] Um, no, that was it.
[AGENT][POSITIVE] Thanks for calling AP I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEUTRAL] Bye bye.