AccountId: 011433970860
ContactId: ed2fca2f-8656-4924-b35d-a34665953854
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220720 ms
Total Talk Time (AGENT): 131581 ms
Total Talk Time (CUSTOMER): 76639 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/ed2fca2f-8656-4924-b35d-a34665953854_20241230T21:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][NEUTRAL] Just fine.
[CUSTOMER][NEUTRAL] That's good. Um, can you look at this claim with me?
[AGENT][NEUTRAL] Yes, I sure can. What is the policy number?
[CUSTOMER][NEUTRAL] It's 255-82772.
[AGENT][NEUTRAL] And so I'm [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and which claim number are we looking at?
[CUSTOMER][NEUTRAL] It is hold on let me go.
[CUSTOMER][NEUTRAL] Um, 354-1125.
[AGENT][NEUTRAL] OK. I'm looking at it.
[CUSTOMER][NEUTRAL] OK, so it's a few things.
[AGENT][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] I said, so it's a few things. So it looks like they called the day after the claim process to update the address. So it looks like it was sent to the old address, but they have direct deposit.
[CUSTOMER][NEUTRAL] Which they added after 2. So, should I send the stop check to [PII] and
[CUSTOMER][NEGATIVE] How should I fix this?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, you can, but normally they, so it was at the, yes, you would have to do a stop um pay request to [PII].
[CUSTOMER][NEUTRAL] OK. And the
[AGENT][NEUTRAL] And she will and then, and then the examiner once [PII] puts a stop and you need to make sure and tell them and it's due to um
[AGENT][NEGATIVE] The um check was mailed to the wrong address.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm looking, hold on here.
[AGENT][NEUTRAL] What is the correct address? Is it the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me look at this email first.
[CUSTOMER][NEUTRAL] But the EOB shows the 30 something, the old address.
[AGENT][NEUTRAL] Yes, it does. OK, um, yeah, you will have to ask [PII] to do a stop pay on it and tell her it's due to the address is incorrect in the system.
[CUSTOMER][NEUTRAL] OK, so since they um since they have the direct deposit, when we stop the check, is it gonna be direct deposit or we're gonna send out a paper check?
[AGENT][NEUTRAL] Um, do we have that direct deposit in the system?
[CUSTOMER][NEUTRAL] Mhm. It shows yes, it shows yes on Amtrak.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, hold on. Yes, it is showing in the system that we have it. So what I would recommend is to asking tell [PII] that the check was mailed to a wrong address and there needs to be a a stop payment on it and then make another note for the um and and then say exa and then put like um who who's the examiner on this, you know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one minute and then you'll say and then examiner will need to make sure this gets direct deposit to the.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] And they'll do a direct deposit because if it's in the system it'll show up and then it will once it gets stop payment on it, it'll be uh direct deposited into the account.
[CUSTOMER][NEUTRAL] OK, and it looks like [PII] did this one.
[AGENT][NEUTRAL] Yeah, and you may wanna say and then put a note for [PII] once um this check has been a stop payment, please reissue check to the direct deposit that's on in file in the system or something like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I will do that. Well, thank you, [PII].
[AGENT][POSITIVE] You're welcome. You have a good day.
[CUSTOMER][NEUTRAL] All right. You too, bye bye.
[AGENT][NEUTRAL] Mm bye bye.