AccountId: 011433970860
ContactId: e0bf0ab6-d67c-4d60-8ec8-6f781f897916
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318980 ms
Total Talk Time (AGENT): 195581 ms
Total Talk Time (CUSTOMER): 124956 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/e0bf0ab6-d67c-4d60-8ec8-6f781f897916_20250203T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APA. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yeah, I need to speak to [PII].
[AGENT][NEUTRAL] OK, I don't have a direct number to [PII]. May I ask who's calling and I can send her I am with your information for her to give you a call back?
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can you give me your policy number for her?
[CUSTOMER][NEUTRAL] I don't have a policy number.
[AGENT][NEUTRAL] Was, was you calling about like uh what, what you don't have a coverage with us at all? That's what I need to know. Do you have coverage with us?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, OK, we can look you up. Hold on, let me have your social.
[CUSTOMER][NEUTRAL] I, yes, I did, and they.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what poli
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what policy you would call on, what type of policy?
[CUSTOMER][NEGATIVE] I'm calling about two checks that they owe me that they can't seem to figure out how to get to me.
[AGENT][NEUTRAL] OK. Do you know what?
[CUSTOMER][NEUTRAL] I had sent it
[CUSTOMER][NEUTRAL] Hold on, hold on, hold on, let me finish my sentence.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I, I had filled out the direct deposit information last week and then I got a phone call last week to verify that the information was OK and now I got an email today saying the that the routing number and information is wrong.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So it's been over a year since they're trying to get this money to me.
[AGENT][NEUTRAL] OK, let me tell you what I can do for you. I'm gonna get you over in that area to someone that can help you and they can tell you exactly what's going on. There's gonna be someone in customer service, but before we, before I transfer you, I do need to verify your date of birth. I did pull up the two policy numbers.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] That uh those checks was reprocessed on and they was reprocessed on the [PII] because I was the one that reprocessed them and so if they're having trouble with your routing number, that would be someone in customer service to get that straightened out for you just verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, all right, um.
[CUSTOMER][NEGATIVE] I don't, I don't understand why I can't just give you that information again. I already emailed you the, the, the paperwork.
[AGENT][NEUTRAL] You, you, Mr. Mr. [PII], you got the claim.
[CUSTOMER][NEGATIVE] You, somebody obviously, somebody obviously didn't read, somebody obviously didn't read the routing number correctly and that's why we're having this issue. Sorry to overspeak you, but you're you're, you're not letting me finish my sentence, um, so.
[AGENT][POSITIVE] OK, you got the, that's all right.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEGATIVE] Um, I don't understand why I can't just give you this information on the phone.
[AGENT][POSITIVE] OK, I'm gonna get you to customer service. You got the claims department. OK.
[CUSTOMER][POSITIVE] All right, let's do that. We've come to an impact. Get me to somebody else.
[AGENT][NEUTRAL] OK. OK, let me get to customer service. Hold on one moment. All right.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help?
[AGENT][NEUTRAL] Hey, hey [PII], this is [PII]. I have Mr. [PII] on the phone. He got two policies with us, two disability policies with us. The first one is 241-9804.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2333596 on [PII] we reprocessed both of his checks. He said he got some kind of letter from customer service, something about his routing number he wanna know what's going on with it that we can't get his information straight to get his checks to him that he's been trying to get, yeah, ever since uh.
[CUSTOMER][POSITIVE] Oh blessing.
[AGENT][NEUTRAL] I don't know when we started trying to get a check to him, but anyway, he wanted to speak to someone in customer service. He wants to speak to [PII] because maybe that's who the letter was from. But anyway, he just want to know about these routing numbers that he can't they can't get his check put in his bank account, and I verified, I know, and he kind of irritated now, but I verified all of his information, so can you help him?
[CUSTOMER][NEUTRAL] Oh, basically.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on, this said association of professional flight attendants. Hold on. And he's been lapsed since September.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] I know, but we've been trying to get him that check that hadn't got to him ever since that time, before that time. So they just, if you read notes, they would just reprocess on the [PII]. They had got his check information and everything, his direct deposit information and everything, but she got some kind of letter saying that something about the bank account number so you can tell him what's going on with it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh God, I was OK. all right, put it, what's his name again? [PII]. All right, put Mr. [PII] through and I will try to assist him.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Like it.
[AGENT][POSITIVE] OK, thank you. Bye-bye. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, dear. Bye.