AccountId: 011433970860
ContactId: ec4ff642-f466-43ce-82ba-f92f696cf3a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316489 ms
Total Talk Time (AGENT): 220753 ms
Total Talk Time (CUSTOMER): 111539 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/ec4ff642-f466-43ce-82ba-f92f696cf3a7_20250325T13:38_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing good. I am confused though. I need, I, I have, can you look at this with me.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] I don't think I need to um transfer her. I just more need to know what to do. OK, so it's policy number 234-0421.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So, the first thing that confused me was on Amtrak that by direct deposit, it has a 2. I've never seen that before. But then this last
[AGENT][NEUTRAL] Yeah, I haven't either.
[CUSTOMER][NEGATIVE] This last claim we processed, she was asking um if it would be direct deposit or if it was a check. And I said, well, it looks like this one is a check. And she said, well, why? And I'm like, well no. But then she's like, um well, is there a way we can stop it because I don't have like a physical bank. I just have my online bank. I'm not gonna have nowhere to cash it. I don't really know how to move with this one. This one's a doozy.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It was issued via check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know why, um, let me, let me look at something.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Draft active again with the 2.
[AGENT][NEUTRAL] Um, let's see if there's anything that would explain that.
[AGENT][NEUTRAL] Yeah, so even when you look at PIDAT like where their draft is coming out, even where it says active yes or no, it has a 2.
[CUSTOMER][NEUTRAL] I was reading the note.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So what does that mean?
[AGENT][NEUTRAL] That may be a billing question honestly because I don't really deal with that so I'm not 100% um.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Look over here and see what this is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But just in terms of her claim, so there's like no way for us to, is there a way for us to, I, not that I know like it's the address.
[AGENT][NEUTRAL] So if billing did something, yeah, so if billing should have had like a yes there or something like that, what I would do is um I would.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Speak with billing, see what they say, see if that's something they can fix, and then I would ask like I would either email or put in a hub request explaining the situation to Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And see if she'll go ahead and void it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, because of the situation and then if so you'll just have to let the insured know like yes this went out as a check but based off you know we got sorted out why it's you right like it's it's fixed now so what we're gonna do is we're gonna reprocess as a direct deposit but if you get a check, don't try to cash it because that's going, it's, it's not gonna be good it's been voided.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's going on?
[CUSTOMER][NEGATIVE] Right, it's gonna be voided. OK.
[AGENT][NEUTRAL] So right and so I would take those steps first because I've not ever seen that too either um so I'm not 100% and like I said, even under po app where it says active yes or no, it has a 2 and it's like that's not a yes or no so I don't, I don't know but I feel like that's more of a billing question they may be able to answer that part and see if that's something that needs to be fixed and then if so then I would move on to being like, OK, Miss [PII], this is the situation.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Said Miss [PII].
[AGENT][NEGATIVE] This was messed up. I've already got it sorted with billing, but can we void this and let her know what the insured has told you? And if so, she can move forward like you may still have to put the hub request for her, but um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She may be like, yeah, just put in the hub request I'll get that taken care of and we'll get it reprocessed. So that's the steps I would take because I have not ever seen that either. I don't I feel like something got done incorrectly there, yeah.
[CUSTOMER][NEGATIVE] It's not right.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you so much. I'm glad you looked at this for me because I'm like a 2. Does she have 2 accounts, two bank accounts like I was like, what is that? Oh, OK.
[AGENT][NEUTRAL] Yeah, I don't know. You're, you're welcome.
[AGENT][NEGATIVE] I don't think our yeah I don't think our system allows that because any time we go in the update, you know, where we request an update it changes it completely it doesn't.
[AGENT][NEUTRAL] You know what I mean? Like
[CUSTOMER][NEUTRAL] Save the other one.
[AGENT][NEUTRAL] Right, it doesn't save the other one it completely gets rid of it so I don't think that's a possibility. So I don't know what the two would be for, um, I feel like that I don't know. I wanna say that I like I feel like that's an error but maybe there is a reason behind it and I just don't know what it is, but I don't, you know, I don't really work in that apartment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, when I find out, I'm gonna um send you a, a team and tell you what it is.
[AGENT][POSITIVE] Please do, please do that way I know exactly what the heck I'm looking at next time. Hopefully we don't see very many of those and we don't have to worry about it, but if we do, I at least have like a message like this is what it is and it's like, oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Just in case.
[CUSTOMER][POSITIVE] Right. OK. Well, thank you very much.
[AGENT][POSITIVE] OK. You're welcome. All right. Bye.
[CUSTOMER][NEUTRAL] Alright bye bye.