AccountId: 011433970860
ContactId: b0fa3bfa-4151-4c20-818b-ffd52378657f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 995799 ms
Total Talk Time (AGENT): 221317 ms
Total Talk Time (CUSTOMER): 327595 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/b0fa3bfa-4151-4c20-818b-ffd52378657f_20250522T16:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, I was, uh, yesterday when I called or actually I guess it was 2 days ago, um, I had a question about um my claim reimbursement, and they said that it was something that [PII], um.
[CUSTOMER][NEUTRAL] Only [PII] could address and that [PII] would call me back but she didn't call back and so I was trying to get in touch with [PII] please.
[AGENT][NEUTRAL] OK. Uh, what is your name and policy number, please?
[CUSTOMER][NEUTRAL] Sure. Uh-huh. My name is [PII]
[CUSTOMER][NEUTRAL] And my policy, let me pull that up real quick here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is 138.
[CUSTOMER][NEUTRAL] 6480.
[CUSTOMER][NEUTRAL] And uh if [PII]'s not around like she she wasn't around the other day when I called the the reason I'm calling is um they approved a number of claims for me but then they got in touch with me last week and they said that they had the wrong um direct deposit information to pay them but then when I spoke with them on the phone um they realized that they she said well because I told her that they make a monthly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, deduction from my account to for my premium every month that they're I, I wasn't sure how they could have the wrong deal and she said oh I see right now they made a mistake by one digit and she said we'll fix that we'll fix the digit and you'll get your claim and so they did fix it because I did get one of the claims, but then the other 6 claims um still haven't been paid 4 days later and so I wondered if maybe they only fixed that one claim and didn't know to fix the other 6 claims.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me one moment.
[CUSTOMER][NEUTRAL] But that's what they said. They said [PII] was taking care of that and that she was the one to talk to.
[AGENT][NEUTRAL] Did she, did they say what department she was in?
[CUSTOMER][NEUTRAL] They did not, um, I don't, is there a department that handles like the actual payment deposit of um.
[CUSTOMER][NEUTRAL] Flames.
[CUSTOMER][NEGATIVE] I should have asked for a last name or a number they just they they told me that she would call me back yesterday and and no one called back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's been 2 more days now.
[AGENT][NEUTRAL] Give me one moment checking our notes. Um, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, uh-huh, I'm at [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me, please, Mr. [PII].
[CUSTOMER][NEUTRAL] Sure it's uh-huh it's [PII] [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][POSITIVE] OK, thank you so much, give me one moment.
[CUSTOMER][POSITIVE] So thank you for your help.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] 705.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] How is how.
[AGENT][NEUTRAL] And let's see, she's probably to meet, but give me one moment.
[AGENT][NEUTRAL] I'm just looking in our notes, yes sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, uh, let me see if she's available hold on one quick moment for me, OK?
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Yes, sir. Hold on one moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Shoot, I might have this.
[AGENT][NEUTRAL] Direct de
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I probably have to send a check verification for each one.
[AGENT][NEUTRAL] All of it on the [PII].
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Uh, Mr. [PII], thank you so much for holding. Um,
[AGENT][NEUTRAL] [PII] is here, but she was only requested to do the check for one, but so what we're gonna have to do is send a request for these other deposits to make sure they were corrected and explain the situation so they can be corrected if you have not received them.
[CUSTOMER][NEUTRAL] Yes, I, I did receive the first one which tells me that they did correct it, um, but I think maybe they only corrected it for one claim um because there are, I, I think either 6 or 7 total claims and so they did what they told me they would do and they fixed, I think it may be, I don't know if they're ordered or not, but I got that one claim 4 days ago.
[CUSTOMER][NEGATIVE] And I just that the only reason I'm calling back is I would think that if they did fix it for all of them that by now 4 days later the other claims would have been paid as well but I haven't received anything except the one claim.
[AGENT][NEUTRAL] And that one claim
[CUSTOMER][NEUTRAL] And that made me wonder if maybe they, uh-huh.
[AGENT][NEUTRAL] Oh, I'm sorry. I'm sorry. I was gonna ask that one claim. Do you have the amount of that charge?
[CUSTOMER][NEUTRAL] No, no, no, you're fine.
[CUSTOMER][NEUTRAL] Yes, I do. $2,091.
[AGENT][NEUTRAL] 2091. OK, let me see.
[CUSTOMER][NEUTRAL] Unless, uh, no, that's not I was gonna say unless that's the total but that isn't the, the total because there's 1234, there are 5 other claim amounts of a lesser number um that also.
[CUSTOMER][NEUTRAL] At some point should be paid.
[CUSTOMER][NEUTRAL] I mean because they they sent me the information to tell me.
[CUSTOMER][NEUTRAL] The amount that they were paying on each one of the 5, they did pay the biggest one.
[CUSTOMER][NEUTRAL] Of 2091.
[AGENT][NEUTRAL] 2091.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Give me one moment. I'm just go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] But then there's a.
[CUSTOMER][NEUTRAL] Uh-huh, no, no, I was just gonna say there's like uh there's one for 500, 1 for 550, 1 for 200, 1 for 50, and one for $275. Those are the other five claims that.
[CUSTOMER][NEGATIVE] Have, have not been paid.
[CUSTOMER][NEUTRAL] Even though they told me that they approved them and that they would be paying them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, because I see there's like 7 and she did this one, so you received the one for 2091. Um, I'm gonna have to send a request for the other ones, um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And if you haven't received anything, I would say, go ahead.
[CUSTOMER][NEUTRAL] Alright, and they said.
[CUSTOMER][NEGATIVE] No, no, no, I'm sorry. I, I need to quit interrupting you. that that's what they told me they were doing a couple of days ago. They said we will send in um a request for the other ones and then when they didn't do that, then I called back and they said we don't know why they're not paying it um we'll put in another request that they pay the other ones and we'll have.
[CUSTOMER][NEUTRAL] Um, they said someone named [PII] call you tomorrow and then [PII] didn't call me, um, the next day. I, I waited two days just to see if she might call today and that's, and I'm not trying to give you all a hard time just trying to let you know that it's still, it still hasn't quite happened, um.
[AGENT][NEUTRAL] No, no, you're fine.
[AGENT][NEUTRAL] OK, um, because like I just checked with her she said she checked with the one and that's the one you received so I'm gonna have to send a request for the other ones. um, I would say give us a call back we're not open on Monday, but if you give a call back on Tuesday if you haven't received the other charges and just to let us know, but I have to send a request for each one so it's gonna take a minute.
[CUSTOMER][NEUTRAL] OK, so did they not because I, I thought that's what they told me they were doing on Tuesday this week when they because we had a very sim not you and me but me and someone else had a very similar discussion and they said that they would send in a request for the other ones um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And then when that that didn't seem to make a difference that's when I called back and they said well you need to talk to [PII] but maybe they didn't actually send in that request after all the other day I guess.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, it shows that she sent a request, but [PII] is in a different department. This is something that claims department would have to do.
[AGENT][NEUTRAL] Um, so I'm not sure why they transferred to her, but, um, maybe because she was correcting the information on file. So what will happen is they'll verify if it hadn't gone through and I'll make note that uh that direct deposit information was corrected and once they give us authorization showing that it had not cleared, they'll reissue those other direct deposits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But I don't show any notes as far as any other requests being sent, but I would do it personally. So, uh, you can use my name as reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thank you and what's your name? I'm sorry.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Last initial [PII] I'm the only one here, but I'll definitely send a request and if you hadn't received it by Tuesday, just give us a call back and if you want you can ask for me and I'll try to help you again because.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Usually if it's a request is sent it's pretty quickly and when they verify if it's been received or not uh or cleared or not, but, uh, just use my name as reference.
[CUSTOMER][POSITIVE] [PII], thank you very much for your time and help today. I sure appreciate it.
[AGENT][POSITIVE] Yes sir, and I thank you for being so patient with us and thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye.