AccountId: 011433970860
ContactId: e61ce691-74ab-48ba-83a3-7aa3b46128b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 510160 ms
Total Talk Time (AGENT): 328732 ms
Total Talk Time (CUSTOMER): 156457 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/e61ce691-74ab-48ba-83a3-7aa3b46128b8_20250219T20:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I recently filed a claim and it looks like there's the wrong address for my house, and I believe a check was already mailed.
[AGENT][NEUTRAL] OK, [PII], let's find out and go ahead and give me your policy number.
[CUSTOMER][NEUTRAL] All right, let me just, I have a 02551253.
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now while I'm pulling this up, [PII], go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, [PII], thank you for all that information. Now while I'm pulling this up, let's see. OK, go ahead and verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Let me get over to your address and let's see what we have. OK, tell me what your correct address is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We have [PII]. What town is that in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, that is the address that we have on our system. So let me go, [PII], let's see if I can top today, get over to your claims history and let me look at.
[AGENT][NEUTRAL] Let's see, you said a claim was already paid?
[AGENT][NEUTRAL] Let's see, are these, uh, claims that you are submitting to APO yourself through the OSC website?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yeah, cause that's.
[CUSTOMER][NEUTRAL] Would you like a claim number?
[AGENT][NEUTRAL] Uh, yeah, go ahead, give me a claim number.
[CUSTOMER][NEUTRAL] 356-043-7
[AGENT][NEUTRAL] 356-043-7. Let me key that in. Who's the patient on that?
[CUSTOMER][NEUTRAL] Me.
[AGENT][NEUTRAL] You are? OK, let's see.
[AGENT][NEUTRAL] Yeah, I do see, uh, hang on, let me go into you right quick.
[AGENT][NEUTRAL] Where this check is, so bear with me just a moment, [PII], let me just find out. 020.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, you have a check coming. That's for sure. This check is dated to [PII], but it did go to your correct address.
[AGENT][NEUTRAL] But that check is dated [PII].
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Well, I, I doesn't have my correct address on the claim, so it went to [PII] or [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] That is not my correct address. My correct address is 4, yeah. I know it's, it's, I know, it's all jacked up.
[AGENT][NEUTRAL] Oh, OK. That's what I got you. 4. OK.
[AGENT][NEUTRAL] I see, I'm getting it now. OK, so is your correct address is not [PII], it is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] [PII]. OK, I'll tell you what, OK, um.
[AGENT][NEUTRAL] Yeah, because you're probably not gonna get this check, but I'll tell you, let's see, 26, 0 it was just printed. Uh, I'll tell you what, uh, since we know this is not your correct address, first off, I will send a request to get your correct address, but, um, I will go ahead and see if I can get with my accounting department to place a stop payment on this check so we can reissue it once your address is corrected in our system.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, because yeah, you're probably not gonna get this check, but you may still get this check. I don't know.
[CUSTOMER][NEUTRAL] Well, what I don't
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, I won't. Uh, that address is, is, is like I think a library.
[AGENT][NEUTRAL] 00 my.
[AGENT][NEUTRAL] OK, well, I tell you what, I would like I said, I'll, I'll call our accounting department when I get off my line with you and see if we can go ahead and get a stop paper on this check so we can get it reissued, but I first off, I've got to get your address changed to the [PII], but it is [PII], same everything else, right?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Yes it is and I also have on my account I set it up to go to direct payment for me where it says payment preferences on the website it says to go to my Wells Fargo account and and that wasn't done either and I don't understand why that isn't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, did you send that in all that routing and your banking information to uh in the APL?
[CUSTOMER][NEUTRAL] Happening.
[CUSTOMER][POSITIVE] It well it's on the APL website. I see it right now. If you go to payment preferences, it says set up payment preference. Don't wait for a check, get your benefit payment faster with direct deposit, and it has all my bank information in this little box right here.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, OK, then you have set it up. Yeah, and I did say that that is set up.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Yeah, so that poses another problem. If it is, if it is direct deposit, then your check may actually go into the bank because it has not had time to go into the bank if you have direct deposit, but your EOB will not be going to the correct address. Do you see what I'm saying? You still get your money because that's.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so I may not be able to put a stop payment on that payment if you have direct deposit, but I will get your address changed, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, it says it was a check.
[CUSTOMER][NEUTRAL] Yeah, it, it says it was a check, not direct deposit, and it hasn't, how long does it?
[AGENT][NEUTRAL] Uh, it's gonna say a check either way.
[CUSTOMER][NEUTRAL] Oh, it will. OK. How long does it usually take to, to hit the bank?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, at least 10 to 15 working days. See this check just printed on [PII], so yes ma'am, and today's what let's say the [PII], yeah, it hadn't even had time to hit it yet, um, into the, yeah, direct deposit, but I tell you what, yeah, I'm definitely gonna have first off, I am going to get your address corrected so you can get it correct AOB which we can submit to you, but I am gonna call the accounting department and see about um your direct deposit in.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] and whether or not what we need to do about the direct deposit. So I'll tell you what, Ms. [PII], I'm gonna have to, yes ma'am, I'm gonna have to do some research, OK? But I will call you back. It may not be today, it may be tomorrow, but can I call you back on this callback number you give me once I kind of get an answer as to what's going on?
[CUSTOMER][POSITIVE] I would love that.
[CUSTOMER][POSITIVE] Yes, I would love that so much.
[AGENT][POSITIVE] Oh, yes, ma'am, yes ma'am. I will be glad to do that. Now my name is [PII] and I am in the claims department, OK?
[CUSTOMER][POSITIVE] Wonderful. Thank you so much for your help on this. I was just, I just noticed that I looked online and I'm like, wait a minute, that's the wrong address and I'm like, oh no, what happened?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, them two little numbers is a nightmare messing it up, but I definitely understand that. But one good thing possibly is that you did set up your direct deposit, so your check will still go in the bank. It's just you won't get your ELB, so we can get that all corrected because we can send it corrected the ELB. That's no problem here at all once we get your address corrected, OK?
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright, and are you, are you able to check to see if it did go to the bank or if it was a physical check? Is that something you'd be able to find?
[AGENT][NEUTRAL] No, ma'am, I, I'm, I'm, yeah, I'm gonna have to call my accounting department and she's gonna have to let me know.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Yes, ma'am. I don't have access to that, but I sure will, yes, ma'am.
[CUSTOMER][NEGATIVE] All right. You just keep me posted. No.
[CUSTOMER][NEUTRAL] I'm just
[CUSTOMER][POSITIVE] Thank you so much. You have a lovely day.
[AGENT][POSITIVE] Well, yes, ma'am, Miss [PII] then and thank you for letting me do research and calling you back too, OK?
[CUSTOMER][POSITIVE] All right, have a good one.
[AGENT][POSITIVE] OK, you too. Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.