AccountId: 011433970860
ContactId: bf040e6d-0957-4716-972f-7b04425e76bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 666000 ms
Total Talk Time (AGENT): 275634 ms
Total Talk Time (CUSTOMER): 202512 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/bf040e6d-0957-4716-972f-7b04425e76bf_20250325T13:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII] and customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing? This is [PII] on the care team.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm good, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing good. um, can you look at, can you look at this, um, account with me?
[AGENT][NEUTRAL] Yeah, of course. What's that policy number?
[CUSTOMER][NEUTRAL] OK, so it's 234-042-1.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's, um, so there's a few questions. So the, the insurer is wanting to know.
[CUSTOMER][NEUTRAL] Well, let me start here. On [PII], direct deposit, direct deposit active usually says yes or no. There's a number 2 there. I don't know what that means.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've never seen that before.
[AGENT][NEUTRAL] I haven't either. That is weird.
[CUSTOMER][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] It should either be a Y or an N.
[CUSTOMER][NEUTRAL] Because when you go to PI.
[CUSTOMER][NEUTRAL] Yes, and I'm like, well, let me go to PIDAT and see what that looks like. You know how it says active down at the bottom.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like where it has a routing and account. So, but that has a 2x2. So then I was like, OK, let me call claims and see if they know, but more so because that last claim process was sent as a check versus direct deposit. I'm like, does this too have something to do with why the direct deposit is not going out.
[AGENT][NEUTRAL] It does.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Hm. Probably, yeah.
[CUSTOMER][NEUTRAL] And, and they're like,
[CUSTOMER][NEUTRAL] And they were like, well, I think that might be group billing cause claims doesn't really do that. And if I would have thought about it, I would have been like, well, no, cause it's not a group, it's just hers. But anyway, I still call group billing and then I realized it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Well, I can change that to a lie. I don't know where that two came from, um.
[CUSTOMER][POSITIVE] Now I have you. Lovely memory.
[AGENT][NEUTRAL] The last thing, the last time I'm seeing any notes as far as entering in that bank information for direct deposit was in [PII].
[AGENT][NEUTRAL] Um, let me check. Well, I ain't got my own base up.
[AGENT][NEUTRAL] So I don't see where there's any new request to update it, so I hope that's the same bank account that they're wanting to use.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, when did they submit?
[CUSTOMER][NEUTRAL] Wait a minute, cause she said that she
[CUSTOMER][NEUTRAL] She did say that she just sent in like within this week, I believe, the a new direct deposit form to make sure it went to her new bank.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] She was asking me, um, cause, well, her, her main question was, well, why was it sent as a check and I'm like, well, I don't really know. And she's like, because I don't have a like physical thing. I only have the online thing. I won't have anywhere to cash it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can we stop it and send it direct deposit? So after we figure out this part, I'm gonna talk to Ms. [PII] and see if that's an option.
[AGENT][NEUTRAL] OK. All right. Let me pull up.
[CUSTOMER][NEUTRAL] I'm probably gonna hub for that.
[AGENT][NEUTRAL] That's what I'm just gonna check if there's already a hub out there to update that bank account information. Hold on just a second. I'm gonna check that.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] No, there's nothing in the hub. Did she happen to mention to tell you how she sent it in? Did she email it or fax it or?
[AGENT][NEUTRAL] Mail it in.
[CUSTOMER][NEUTRAL] No, and I didn't ask. She, I can ask her though. She just um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She just said I just sent a new direct deposit form and you want me to ask her?
[AGENT][NEUTRAL] Yeah, because that'll depend on where we receive it at.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, she faxed it.
[AGENT][NEUTRAL] She faxed it. OK, so then that's gonna go into the workflow which if they put her policy number on the document, it should have shown up in.
[AGENT][NEUTRAL] On base, but it's not in on base, so that means I probably just imaged it in without putting a policy number on it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Uh, so this is my state, so it should be in my folder. Let me, um.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEGATIVE] And on base takes forever to load, so I'm just gonna have to go through here looking because I've got some return mail.
[CUSTOMER][NEUTRAL] No, it's OK. She's fine. She, she's just like, I just wanna know the answer. Take your time, baby. And I'm like, OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And when did she say she sent it?
[CUSTOMER][NEUTRAL] Um, OK, let me ask her. Hold on one second.
[AGENT][NEUTRAL] OK, sorry.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK, hello Ms. [PII].
[CUSTOMER][NEUTRAL] Hello, Ms. [PII].
[AGENT][NEUTRAL] You're on with me, [PII].
[CUSTOMER][NEUTRAL] Oh oops hold on.
[CUSTOMER][NEUTRAL] OK, she said it was uh Friday. She sent it. She said, well, I know it wasn't Saturday or Sunday, so it's got to be Friday.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well, OK, so that may be why I can't find it yet. They probably haven't.
[CUSTOMER][POSITIVE] I said yes ma'am.
[AGENT][NEUTRAL] Done it. They probably haven't imaged it yet since it was just Friday.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] So, I will, I'm trying to think of a plan. So I will send a hub.
[CUSTOMER][NEUTRAL] To [PII] for the check.
[CUSTOMER][NEUTRAL] To see
[AGENT][NEUTRAL] I found it.
[CUSTOMER][NEUTRAL] If there's a way that, oh, OK.
[AGENT][NEGATIVE] They put it under new application this is clearly not an application OK.
[CUSTOMER][NEUTRAL] Oh Lord.
[AGENT][NEGATIVE] Yeah, uh, this is what we deal with sometimes and it's just ridiculous.
[AGENT][NEUTRAL] It's clear.
[CUSTOMER][POSITIVE] Well, it's OK. I'm trying to come to you, so hopefully I'll be there to help you soon.
[AGENT][NEUTRAL] Oh, really?
[CUSTOMER][POSITIVE] Yeah, I'm interested to see how CS works. I wanna, I wanna learn customer service.
[AGENT][POSITIVE] That's cool.
[AGENT][NEUTRAL] [PII] 0 girl good luck.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, this is definitely a new account number.
[AGENT][NEUTRAL] Um, and I see what she's talking about. This is Medibank, so it's not a physical bank. It's one of those online things.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, like Nets and chime, yeah, like that. Mhm.
[AGENT][NEUTRAL] Yeah. Mhm. All right, so give me just a second. Let me update it. She wrote it on here twice. I don't know why.
[CUSTOMER][NEUTRAL] So that's what she means.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII]. A routing number [PII].
[AGENT][NEUTRAL] OK, I thought my finger hit too many numbers. [PII]. OK, so then I always go back and double check it. uh [PII].
[AGENT][NEUTRAL] [PII]. OK, and this is checking active.
[AGENT][NEUTRAL] See.
[AGENT][POSITIVE] All right, girl. I got it fixed for you and her new account information has been added.
[CUSTOMER][POSITIVE] Thank you so much, memory. I appreciate you. We were like, what is that? I said, girl, I don't know. I ain't never seen that.
[AGENT][NEUTRAL] You are still with me?
[AGENT][NEGATIVE] I have no idea why that was there. It shouldn't have allowed that to save, um, because if you don't select or if you don't put something in that space, it shouldn't save. So I don't know, I have no clue why that was there. That was the, that's weird, but yeah, I have fixed it.
[CUSTOMER][NEUTRAL] I said me either.
[CUSTOMER][NEUTRAL] You can't go on.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Well, I appreciate you.
[AGENT][POSITIVE] You are welcome.
[CUSTOMER][POSITIVE] And I will let her know. Thank you. Have a good day.
[AGENT][POSITIVE] You too, thank you.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Bye.