AccountId: 011433970860
ContactId: b6a0ad9c-66a5-4c4b-9b34-b1fbf9376f1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 539000 ms
Total Talk Time (AGENT): 193005 ms
Total Talk Time (CUSTOMER): 200468 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b6a0ad9c-66a5-4c4b-9b34-b1fbf9376f1a_20250326T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My policy number is uh
[CUSTOMER][NEUTRAL] 234
[CUSTOMER][NEUTRAL] 0421
[AGENT][POSITIVE] OK, thank you so much. Let me pull our policy up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], um, how can I help you today?
[CUSTOMER][NEGATIVE] Well, I called and talked to, I had a policy, OK. I'm sorry, I had a claim that was finished and the date of service was [PII], OK? And they sent me a paper, well, they put a paper check in the mail. I didn't get it yet, but um I should have had direct deposit. I talked to a girl named [PII], which I'm sure you don't know her because I'm sure there's multiple people there. He was calling to figure out why they did not um direct deposit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I asked if they could cancel possibly and put it in direct deposit. Well, they found my direct deposit form and they were entering it in. But I just went on the site and looked right now and it, it says now that this is in progress again.
[CUSTOMER][NEUTRAL] So I don't know if they're changing it and, and that, that's what they're doing now. They're
[CUSTOMER][NEUTRAL] Putting a direct deposit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], we'll get answers for you as far as your direct deposit versus paper check. Um, can I please have you verify your policy for me? Uh, can you give me your date of birth?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] [PII] uh yeah for my birthday.
[AGENT][NEUTRAL] No, ma'am, um, your email address and your cell phone number?
[CUSTOMER][NEUTRAL] Oh, cell phone number is [PII] and my email address is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. If our call gets disconnected, can I call you back at the phone number that you just gave me?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, alright, so what I'm gonna do is I'm gonna go ahead and transfer you on over to the claims department because they're the ones that send out the checks and see if we can get you some further assistance, OK?
[CUSTOMER][NEUTRAL] Well, can't you, can you tell what's going on why it says in process or progress or process? I can't talk. In progress. Do you know why? Because it was processed.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Let me look and see if there's any notes that will explain.
[CUSTOMER][NEUTRAL] So that's why I think they're just changing the direct deposit information, you know what I mean?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But I don't know. It just it didn't look like that yesterday.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. I can um I can't see behind the scenes for what the claims is doing. I can only see what you're seeing. So I wanna make sure that we get you good help and, and talk to a claims examiner to see what is going on, OK? It's gonna be, all right. It's gonna be a brief hold while I transfer you on over, Ms. [PII]. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be great. Thank you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Ferring
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Deferring
[CUSTOMER][POSITIVE] Yeah thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the care team. I have insured um [PII] on the phone. Her policy number is 234-042-1.
[AGENT][NEUTRAL] Uh, the number she's calling from is a good call back number. She is calling because she spoke to somebody the other day.
[AGENT][NEUTRAL] That told her that she was going to be receiving a paper check for her claim, and she asked that the paper check be voided and the claim sent direct deposit like it has in the past, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She said that she is noticing in the online service center that she's in progress again and she wants to know why.
[CUSTOMER][NEUTRAL] Let me take a look.
[AGENT][NEUTRAL] And she's on the other line.
[CUSTOMER][NEUTRAL] Give me one moment, let me take a look and see what.
[AGENT][NEUTRAL] Sure. Yeah.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, I do show the check was just reissued today, but let me see if direct deposit was, I do see direct deposit is set up.
[CUSTOMER][NEUTRAL] Because it is showing direct deposit.
[CUSTOMER][NEUTRAL] You set up.
[CUSTOMER][NEUTRAL] Let me see something else.
[CUSTOMER][NEUTRAL] Give me one moment, let me check with [PII] real quick.
[AGENT][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So so she released this check, but
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh, she's away. I have to verify with [PII] on this one. I do show the check was issued. It, it was only issued today, so nothing has went out yet. It wouldn't be issued out until tomorrow.
[AGENT][NEUTRAL] OK, is it gonna go by direct?
[CUSTOMER][NEUTRAL] Cause it was just released today. I'll have to verify with roles on that. As far as the direct deposit, I do show direct deposit is set up, but I'll have to check, verify with [PII] on that.
[AGENT][NEUTRAL] OK, she's
[AGENT][NEUTRAL] OK, do you want me?
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] Do you wanna talk to the insured and let her know you'll call her back, or do you want me to go back to her and tell her that you'll call her back?
[CUSTOMER][NEUTRAL] If you can let her know that we'll further review it, I do show it the benefit has been set up to go out, but if you can just let her know that um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That the benefit was issued for today, it is set up for direct deposit is what I would tell her.
[AGENT][NEUTRAL] OK, OK, I can tell her that.
[CUSTOMER][NEUTRAL] And I will verify with [PII] because I do show that it is set up for direct deposit.
[AGENT][NEUTRAL] OK. Well, I will absolutely tell her that that was her question, so I'll go back and let her know.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome bye.
[CUSTOMER][NEUTRAL] The McDonald's app, it, it's actually DoorDash.
[AGENT][NEUTRAL] Hi, [PII]. This is [PII].
[AGENT][NEUTRAL] Back with you again, so I just got off the phone with the claims department and they said that your uh direct deposit, the reason why you're in um progress is processing is because they have released your direct deposit for today so give it a couple of days to hit your bank.
[CUSTOMER][NEUTRAL] Hold on one second
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh, OK, so
[CUSTOMER][NEUTRAL] OK, but it's released today?
[AGENT][NEUTRAL] Yeah, they're they're releasing it today so you'll need to give it a couple of days to hit your bank.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] All right. Thank you so much. Bye-bye.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a good.