AccountId: 011433970860
ContactId: ad319682-f7bc-4f18-8772-208794e778be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1205469 ms
Total Talk Time (AGENT): 381147 ms
Total Talk Time (CUSTOMER): 320286 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/ad319682-f7bc-4f18-8772-208794e778be_20250407T14:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning um I am calling about a claim um just trying to find the status of that payment. I have the claim number.
[AGENT][NEUTRAL] OK, you're trying to check on payment for a claim, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] The status of that. Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK, [PII], can you spell your first name for me so that I don't mess that up?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] OK, thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. And also [PII], what is the member's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just had it up let me see here.
[CUSTOMER][NEUTRAL] Policy number is 2,571,990.
[AGENT][NEUTRAL] 257-1990. Is that correct?
[CUSTOMER][NEUTRAL] Mhm yes ma'am.
[AGENT][POSITIVE] Alright thank you one moment please.
[AGENT][NEUTRAL] All right, bear with me just a moment.
[CUSTOMER][NEUTRAL] Yeah uh huh, but if they don't always.
[AGENT][NEUTRAL] OK, and Nahoa, any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patience?
[AGENT][NEUTRAL] Name and date of birth?
[AGENT][NEUTRAL] Oh, you're the
[AGENT][NEUTRAL] OK. Go ahead. You're the insured.
[CUSTOMER][NEUTRAL] Well, yeah, I'll be, I'm the patient, so.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so there will be several things that I will need to verify with you first for security, and again, any information that's provided would be a verification of benefits and not a guarantee of payment. So first off, if you'll verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you, Ms. [PII] is the same as the one that you gave me, so that is your best contact number that we should have. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and lastly your email address and this does appear to be your work email.
[CUSTOMER][NEUTRAL] Yes, the end [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying your information. So is the claim for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, and you said uh,
[AGENT][NEUTRAL] And you said that you have a claim. What is the data service first off?
[CUSTOMER][NEUTRAL] Uh, looks like the date of service started on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the claim number?
[CUSTOMER][NEUTRAL] Um, it's 357-652-9.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK. So, yes, ma'am, I do see that there was a benefit issued and this was scheduled for a direct deposit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see, because it doesn't say exactly when the direct deposit was gonna hit the account.
[AGENT][NEUTRAL] OK, so I can see the claim went through um nightly processing on [PII].
[AGENT][NEUTRAL] So with it being direct deposit, it typically takes about 2 to 3 business days.
[AGENT][NEUTRAL] So I would think that probably around [PII], and again, that kind of depends on the financial institution.
[AGENT][NEUTRAL] Maybe even [PII].
[CUSTOMER][NEUTRAL] Mm. Yeah, but I checked there's nothing came, no deposit came to that account.
[AGENT][NEUTRAL] OK, let's verify the account routing and account number that we have on file.
[AGENT][NEUTRAL] OK, what is your, yes, your routing and account number so we can verify that.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Uh, um, let me pull that up.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Because I think I had to resend that um.
[CUSTOMER][NEUTRAL] Where did I send that out.
[AGENT][NEUTRAL] Uh, that was done, it looks like maybe around the [PII], the direct deposit information was updated.
[CUSTOMER][NEUTRAL] Yeah, it should be the GKCU um for Georgetown Kraft Credit Union.
[AGENT][NEUTRAL] Um, verify the routing number.
[AGENT][NEUTRAL] And the account number.
[CUSTOMER][NEUTRAL] It should be the.
[CUSTOMER][NEUTRAL] Should be the [PII] bank routing number.
[AGENT][NEUTRAL] Mhm, yes, ma'am. OK, that is what I show.
[CUSTOMER][NEUTRAL] And account
[CUSTOMER][NEUTRAL] OK, the account number is [PII].
[AGENT][NEUTRAL] OK, so it's [PII] and then it's just [PII], is that correct?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] So that is the account number that we have on file also.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, I'm not showing. I see where the first deposit went through, um.
[CUSTOMER][NEGATIVE] Because I got the first payment of 350 and then I see another payment of 38 um says they completed 318 of 375 but I'm not showing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] That is correct. That's the only two for you that has been issued. Mhm.
[CUSTOMER][NEUTRAL] Yeah, and
[CUSTOMER][NEUTRAL] Yeah, I'm not showing where I received a deposit for the 2nd 1.
[AGENT][NEUTRAL] OK, so give me just a moment to.
[AGENT][NEUTRAL] I just wanna look through a few things if that's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see something.
[AGENT][NEUTRAL] But you still, are you still looking, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, um, I'm looking to I might have to do something here, see what happens.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] If you're still not able to locate it, I can transfer you to another.
[AGENT][NEUTRAL] Division in our company to see if they can determine why.
[AGENT][NEUTRAL] That wasn't received since we have verified, and I'm just gonna reverify one more time. [PII] for the account number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And routing is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, yes ma'am, I'm just gonna pull up my account to see if maybe it's something I'm not seeing on my side um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no worries.
[CUSTOMER][NEUTRAL] Let's see um.
[CUSTOMER][NEUTRAL] Let's see, I'm gonna have to go back through this account again.
[AGENT][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] That's just.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Wonder why um.
[CUSTOMER][NEUTRAL] OK, I see where um.
[CUSTOMER][NEUTRAL] I see uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, let me go back to the um I think the first one is the one where we had issues with and I had to send back up the deposit info for because I see where the um.
[AGENT][NEGATIVE] Right, cause I can see like on [PII], there was, it was returned, you know, as no account, unable to locate and then you send in.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right, and it looks like it was.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Information.
[CUSTOMER][NEUTRAL] And it looks like I got the deposit for the 375 um I'm seeing where that was an ACH deposit of 375, but I don't see where the 350 was sent because the 350 was the was the first one I got and that was the one that we were having issues with the direct deposit and.
[CUSTOMER][NEUTRAL] I don't think that one was resent back out because that was the one that they had issues with um my banking information.
[AGENT][NEUTRAL] OK, so that's on claim number 3571585.
[CUSTOMER][NEUTRAL] Yeah, it's the 1585 claim number. I don't think I received that deposit because it was that deposit that it wasn't going through because the um direct deposit information was incorrect.
[CUSTOMER][NEUTRAL] So once I sent in the correct um.
[CUSTOMER][NEUTRAL] Information for the bank um numbers that's when they sent me the deposit of the 378.
[AGENT][NEUTRAL] 375. OK. Was it 375?
[CUSTOMER][NEUTRAL] I mean 375, excuse me, yeah, it was 375 is the one that I I see that was the only direct deposit that I got.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Um, so I don't think they sent out the one for 350.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] And the first claim number, uh, let me get back to that screen just.
[AGENT][NEUTRAL] OK, so what I'm gonna do then is I'm gonna connect you, Miss [PII] with someone, as I mentioned before, regarding that claim that you've not received the payment on, um, so that they can look further at that for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I will let them know that you've been fully verified, give them your policy number and explain what you're calling about. But before I do that, is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that was it.
[AGENT][POSITIVE] OK, Ms. [PII]. Well then, thank you so much for calling APL and I hope that you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're very welcome. Yes, ma'am. So one moment, please.
[CUSTOMER][NEUTRAL] Furring
[CUSTOMER][POSITIVE] Good morning and thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Well, good morning, [PII]. It's [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm fine thanks how are you?
[AGENT][POSITIVE] I'm good, thank you. So I have an insured on the line with policy number.
[AGENT][NEUTRAL] 257
[AGENT][NEUTRAL] 1990.
[AGENT][NEUTRAL] Miss [PII].
[AGENT][NEUTRAL] And she is calling because on claim number 357.
[AGENT][NEUTRAL] 1585.
[AGENT][NEUTRAL] Her payment didn't go through when we tried to direct deposit it, so she sent in updated information, but it's like that would never got reprocessed. She's only got two claims on file, [PII].
[AGENT][NEUTRAL] And the claim number ending in 29, she did receive the funds for?
[AGENT][NEUTRAL] But not for claim 3571585.
[CUSTOMER][NEUTRAL] OK, let me see here.
[AGENT][NEUTRAL] And I verified, and I did verify that the account number and the routing number that is on file is correct.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] At all.
[AGENT][NEUTRAL] Yeah,
[AGENT][POSITIVE] Thank [PII].
[CUSTOMER][NEUTRAL] OK, so she's just saying that the one ending in [PII] did not go to her bank.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Because apparently there was something wrong with the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Information on file.
[AGENT][NEUTRAL] And it came back.
[AGENT][NEGATIVE] It was returned to us.
[CUSTOMER][NEUTRAL] So the, her bank information was wrong?
[AGENT][NEUTRAL] I'm assuming based on what she said, because I can see that she sent in updated direct deposit info.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let me see if we have anything that we sent her on file.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Because it's not things make a.
[CUSTOMER][NEUTRAL] Request to um.
[CUSTOMER][NEUTRAL] For someone to be able to look and see if it was deposited or not.
[CUSTOMER][NEUTRAL] The see correspondence so I don't see anything. Let me see.
[AGENT][POSITIVE] She's real, this lady's real, real nice too.
[AGENT][NEUTRAL] Just so you know,
[CUSTOMER][NEUTRAL] 00, I see. OK. Let's returned.
[CUSTOMER][NEUTRAL] OK, yeah, I see and it it looks like it was returned, so I'll just let her know that I'll have the address to reprocess the claim.
[AGENT][POSITIVE] OK, well, thank you so much, [PII], and she is fully verified.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you so much. Fine, I'll talk to you again. I hope you have a great day.
[CUSTOMER][POSITIVE] Great thanks you too.
[AGENT][POSITIVE] All right. Thanks, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.