AccountId: 011433970860
ContactId: f38d6cdc-6ef8-48ef-b0ea-4ea59cd37c5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323679 ms
Total Talk Time (AGENT): 201924 ms
Total Talk Time (CUSTOMER): 105634 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/f38d6cdc-6ef8-48ef-b0ea-4ea59cd37c5d_20250317T17:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII], I have a customer that's having a problem, um, completing the direct deposit.
[CUSTOMER][NEUTRAL] On the OSC?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK. What's the um policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 00704880.
[AGENT][POSITIVE] OK. I'm going to see what I can do to help her. What did she say what her problem was?
[CUSTOMER][NEUTRAL] She said when she tries to put, type in her bank, it automatically populates bank one. It's like it's not letting her put the bank's name.
[AGENT][NEUTRAL] It's not going to because it's reading our system and it's probably an old record we have so.
[AGENT][NEUTRAL] It's probably the right bank. It's just, it was in somewhere on the line, it was merged or something, and the name changed, but the routing number should be sufficient. Um, did you verify everything?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's your call back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, I'm ready thank you.
[CUSTOMER][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm doing well, thanks for asking. Got your information pulled up and the representative that transferred you stated that you were um attempting to do the direct deposit on the online service center and the information that you're putting in is giving you a different name than your current bank.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right, I do apologize for the inconvenience of that, Ms. [PII]. What the system is doing is basically recognizing your routing number and your routing number is often an indicator in our system that we have a basically a list of banks that we do have information on based on the routing number.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, our records, apparently don't seem to be up to date. At some point the bank must emerge and is now the bank that you have, but our records are showing a different name as long as your routing number and your account number is the same.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It will be processed out of your account um as far as direct deposit. Now, if you can go ahead and give me the name of your bank and the routing number, what I can do is do a cross reference and update it in the system.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My routing number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. So that's [PII]. And what's the name of the bank, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Um, Chase, JP Morgan Chase.
[AGENT][NEUTRAL] OK. And what state are you located in?
[CUSTOMER][NEUTRAL] I'm in [PII].
[AGENT][NEUTRAL] And that's the same state the bank's coming from, or is it a different state?
[CUSTOMER][NEUTRAL] It's the same thing I guess. I know they they they got checks all over the world, but I'm just saying mine and money that about banking.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yeah, well, it's just different home head right, just different headquarters is what I was asking just to make sure that the information we yeah we had is still the same. All right, so I'm gonna do a cross reference on that, Ms. [PII], but I can assure you once you fill out that form, it is gonna go through to the correct account and um hopefully it'll let me update everything and that way the next time you see it, it'll be correct.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright. OK, cause it's showing that. I guess, uh, evidently when I filled out the claim the last week, I didn't hit submit. I didn't go to the final stage, so the lady I talked to said she, it wasn't showing why I had submitted a claim form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I just, I just did and they just gave me a confirmation number.
[AGENT][NEUTRAL] OK, right, and as soon as you get that confirmation number that lets you know that we've got it and that's why we have a turnaround on that. So um once we get your information in the customer service department we'll enter it and then they'll be able to process the claim for your direct deposit.
[CUSTOMER][NEUTRAL] OK, I have two policies, so I wanted to know which policy does this go on. The policy number showing here saying 704,880.
[AGENT][NEUTRAL] That's your cancer policy.
[CUSTOMER][NEUTRAL] OK, OK, alright, well you're saying that you all have gotten it and it just gave me a confirmation number.
[AGENT][POSITIVE] All right, and it should be a couple of business days, but you'll definitely get an explanation of benefits. Um, it'll be available to you also on the online service center once it's processed and then of course the deposit will go through usually within 24 hours after the claims process. It's kind of overnight process, but it give it 2 business days at the most and you should see it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you for calling APL, Miss [PII]. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too, you too.
[AGENT][POSITIVE] Thank you, bye.
[CUSTOMER][POSITIVE] Thank you bye bye.