AccountId: 011433970860
ContactId: c358f912-76ac-468a-81d3-7b5a91186cfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215259 ms
Total Talk Time (AGENT): 105590 ms
Total Talk Time (CUSTOMER): 104260 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/c358f912-76ac-468a-81d3-7b5a91186cfe_20250624T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] in the claims department, um.
[CUSTOMER][NEUTRAL] I'm not sure what to tell this lady. She has a direct deposit with us.
[CUSTOMER][NEUTRAL] And we were depositing something on the [PII] of this month.
[CUSTOMER][NEUTRAL] And she says it's not showing up in her bank.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, and I can't even find, I, I was going through her, um, her documents, and I can't even find where it's, uh, on here, um, where I can find the direct deposit form just to verify the bank that she that she turned in. Um, what do we normally do with something like that? She hasn't, does she need to con contact, I mean, who does she contact? Who, who do I contact to let them know that she hasn't received this direct deposit?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What's her policy number?
[CUSTOMER][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] 345-074
[AGENT][NEUTRAL] OK, let me see, so just to make sure I understand um.
[AGENT][NEUTRAL] We were depositing something to her was it it was claims related?
[AGENT][NEUTRAL] Right? And
[CUSTOMER][NEUTRAL] Yes, it was claims related, yeah, and it was $250.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so she's saying that she hasn't gotten that and then and then you're saying that you don't see any direct deposit information?
[CUSTOMER][NEUTRAL] Well, I see it on the on the um intra uh screen that I'm, I'm trying to we were uh what I was trying to do is verify her, her bank account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, because she said that she's got, you know, and I can't find anything. I thought that they highly printed that to here, but I can't find it.
[CUSTOMER][NEUTRAL] And um I don't
[AGENT][NEUTRAL] So I
[AGENT][NEUTRAL] I can see her bank information on the um PIDAT screen um.
[CUSTOMER][NEUTRAL] OK, what screen is that again? I'm sorry, I apologize TI.
[AGENT][NEUTRAL] That's OK. P I D A T.
[CUSTOMER][NEUTRAL] Yes, I have.
[CUSTOMER][NEUTRAL] OK, OK, so let me see if I can't um.
[AGENT][NEUTRAL] And it's at the bottom.
[CUSTOMER][NEUTRAL] Yeah, I see that or, uh, is it her bank routing? OK, so what I'll do, I'm sorry, I'm sorry, um, so what I'll do is I'll go ahead and ask her if that's correct, but if it turns out for whatever reason that that's not right, what, what do I do? I mean, if it is right and she hasn't gotten the money, what does she do?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So if it is right and she hasn't gotten it then what we'll probably have to do is get her information so that we can call her back and we're gonna have to research on our end um I think what we'll probably have to do is um check our banking information um and then we may even have to get her to check her banking information you know while we do that also um she might have to call her bank and see if they can see anything on their side where we tried to deposit something.
[AGENT][NEUTRAL] Um, but it'll probably be a situation where we need to research and call her back, um, but definitely verify that, um, account information with her and then, you know, if she's saying that it's correct and still doesn't see that then if you'll get her call back information and put that in through the hub to us then what we can do is reach out um I think what we'll have to do is reach out to finance and.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, see if we can get some more information on our end to to look into it and then we can reach out to her once we have some more information.
[CUSTOMER][POSITIVE] OK, that's great. I appreciate it. Thank you very, very, very, very much, and I'm, I'm sorry, I for I, I look at the screen all the time and I forgot the bank is on there. OK, so two things, I'm sorry.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] No, it's OK. You're welcome.
[CUSTOMER][POSITIVE] Thank you very much for your help. Thanks.