AccountId: 011433970860
ContactId: d90b18bd-fb88-4681-ad88-ee75698446ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377059 ms
Total Talk Time (AGENT): 96259 ms
Total Talk Time (CUSTOMER): 238855 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/d90b18bd-fb88-4681-ad88-ee75698446ee_20250407T13:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I, uh, needed to ask a couple questions please about some claims that I filed.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Policy number is 01592012.
[AGENT][NEUTRAL] 2012, OK, and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII], verify your date of birth, your mailing address, and your email for me.
[CUSTOMER][NEUTRAL] [PII] and what was the other one?
[AGENT][NEUTRAL] Um, your email address on file?
[CUSTOMER][NEUTRAL] Um, I think it's [PII]. Is that correct? I don't remember. OK.
[AGENT][NEUTRAL] Mhm, that's what we show that's what we have on file, but thank you for verifying and you stated that you wanna go over some claims that you submitted.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, do you have the dates of service?
[CUSTOMER][NEUTRAL] The date of service, one of them was um [PII].
[CUSTOMER][NEUTRAL] Or Center for Family Medicine.
[AGENT][NEUTRAL] How many did you
[AGENT][NEUTRAL] How many did you submit?
[CUSTOMER][NEUTRAL] I'm sorry, what?
[CUSTOMER][NEGATIVE] I submitted a total of 3 different claims, 3 different dates, 3 different claims, all from the same doctor.
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] These are for office uh-huh.
[AGENT][NEUTRAL] OK, so you gave me [PII], and what were the other two?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEGATIVE] It'll be my last 3 claims.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Now I'm going by the fact that I got these papers.
[CUSTOMER][NEUTRAL] With no checks, but my wife, who I submitted some of her stuff and under her account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got some papers looked exactly like mine except basically like mine except they did have a checks attached. So um uh yeah, and when I go online it says $25.
[AGENT][NEUTRAL] OK, let's
[CUSTOMER][NEGATIVE] But these give me the impression there's no money, so maybe I should back up instead. I'm just double checking.
[CUSTOMER][NEUTRAL] Um, it looks like I was not money. That's what I'm trying to find out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we'll start with data of service notes.
[CUSTOMER][NEUTRAL] Alright, something just hit me.
[AGENT][NEUTRAL] With date of service.
[CUSTOMER][NEUTRAL] I'm sorry, something just hit me.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] At the top left corner it says direct deposit date [PII]. Is there a chance it went straight to my bank?
[AGENT][NEUTRAL] It did, they were direct deposited.
[CUSTOMER][NEUTRAL] OK, what threw me for a loop that was, OK, I'm sorry. Well, no, I'm, I, I appreciate your time, but what threw me for a loop on that too was when I tried to set my wife up for direct deposit, it's the wrong bank name.
[AGENT][NEUTRAL] All 3, 25.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So I was concerned, and I need to ask about that. I was concerned that the bank information was somehow wrong because it's not the right bank, it's the old name.
[CUSTOMER][NEUTRAL] A because the bank has changed.
[AGENT][NEUTRAL] OK, and so is she set up under her own account?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Well she's under her own account and I was trying to I was and I've got her set up as far as we sent some stuff and she got checks.
[CUSTOMER][NEGATIVE] So, so part of this is my fault. I didn't realize the direct deposit to date, but I didn't think direct deposit was working because when I tried to sign her up.
[CUSTOMER][NEUTRAL] Under her account with the same bank, it had the wrong bank name.
[CUSTOMER][NEUTRAL] So I was concerned that none of that side was working at all for us, so I assume, I apologize on on my part, I assumed that I was supposed to get a check because the names are not right with the bank but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][MIXED] I guess it does work even though the bank name is incorrect.
[AGENT][NEUTRAL] Yeah, sometimes the routing number is for you know, it could be for a different um.
[AGENT][NEUTRAL] Uh, a bank, maybe they changed the bank name over the years or something to that degree.
[CUSTOMER][NEUTRAL] Well, I, and I know they have because I've been with this bank for 30 years. It used to be First National Bank of Bells, and that's what it says.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So that's, that's
[AGENT][NEUTRAL] Right, and that's probably what it is, right, so it's still housing that name, but it's still going to the right location. It's being deposited to the correct location.
[CUSTOMER][NEUTRAL] But it's no longer that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I can easily verify that by just going online here in a minute and checking my bank. OK, I'm sorry, I, I didn't mean to take your time, but it didn't dawn on me until I just finally saw this direct deposit, but I was assuming it was not working because the name was wrong. So I can go ahead and set my wife up even though because that was gonna be my other question, e[PII] though the name is wrong, the routing number is still the same. It's the one I've used for years. It's the same bank.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I can, I can go ahead and set her up even though it brings up the wrong bank name and there's not a problem.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, OK. All right. So for that reason, I appreciate talking to you so I can be confident on that. I didn't want anybody else getting my money, you know, I didn't want to go into the wrong place.
[AGENT][POSITIVE] Oh, absolutely, I agree with that.
[CUSTOMER][POSITIVE] OK. Thank you so much. I feel better now that I know what's going on and, and, and I, I, I appreciate your time and thanks for taking care and thank y'all for being so quick on it. This is pretty quick, so, all right.
[AGENT][POSITIVE] Oh, yeah, absolutely. And you're welcome, [PII]. And any other questions?
[CUSTOMER][POSITIVE] Nope, that took, that was my two questions and you've answered both of them, so we're in good shape. Thank you so much.
[AGENT][POSITIVE] OK. All righty, sir. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Have a great day. Bye-bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.