AccountId: 011433970860
ContactId: f7511134-549f-49b8-af7e-84598202ee40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 710419 ms
Total Talk Time (AGENT): 310285 ms
Total Talk Time (CUSTOMER): 280081 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/f7511134-549f-49b8-af7e-84598202ee40_20250502T12:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII]. I was calling because I got a note from my bank saying that the deposit that was trying to be made to my account was made to my old account, which is closed.
[CUSTOMER][NEUTRAL] But the problem is that account number is no hasn't been on APL for a while and my other two payments from APL went to the right account. So I'm just trying to figure out how that happened and what I need to do to make sure it doesn't happen again.
[AGENT][NEUTRAL] All right, [PII], yeah, I'm sorry to hear that. Let's take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Hold on, let me get on my phone. My internet's down at home, but I'm pretty shocking.
[CUSTOMER][NEGATIVE] I should have wrote it down.
[AGENT][NEUTRAL] It's OK. We can search by your name if you want. Your last name is [PII] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it doesn't take long to log in. It doesn't take long to log in. I'm on my phone. OK, so now you need a policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's a sample, uh, just trying, I'm on the page where you do claim.
[CUSTOMER][NEUTRAL] So what is it? Oh, I have two of them. That's right. OK.
[AGENT][NEUTRAL] You can give me either one.
[CUSTOMER][NEUTRAL] But one of them it says labs. OK, 252-612-5.
[AGENT][POSITIVE] Alright, thank you [PII] let me just pull this up here.
[AGENT][NEUTRAL] And then for security, I will need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mm, OK, let's see.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Do you by chance know the claim number that was returned or?
[CUSTOMER][NEUTRAL] Sure. It was the latest one on $429 for $50. Hold on.
[CUSTOMER][NEUTRAL] I get these old glasses.
[AGENT][NEUTRAL] Oh, it looks like it was on this.
[CUSTOMER][NEUTRAL] I know it was $50 and it was on $429. I remember that.
[AGENT][NEUTRAL] OK, so let me, I think I may have already found it here. Let me see.
[CUSTOMER][NEUTRAL] Oh good cause I can't.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This little old phone ain't hit me none.
[CUSTOMER][NEUTRAL] I remember it was, yeah, there it is [PII].
[CUSTOMER][NEUTRAL] And it was for me.
[CUSTOMER][NEUTRAL] Let me make sure, yeah, for me that's the right 1, 238-9665.
[CUSTOMER][NEUTRAL] Does that work? That's not a claim. Yeah, no, that's not the cleaner. Hold on.
[AGENT][NEUTRAL] So that's OK, so that's the policy number that it was actually, yeah, that was the policy number it looks like it was done under because when I pulled up the active policy, um, let me go back here, one second.
[CUSTOMER][NEUTRAL] I just yesterday but that was wrong.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So they probably got it from, cause back then it was the right account. So if they went and got the one that's left.
[AGENT][NEUTRAL] Well, it looks
[CUSTOMER][NEUTRAL] But I changed it. I changed my direct deposit though.
[AGENT][NEUTRAL] It looks like you had called in April about a wellness benefit and then you had submitted some paperwork, and it looks like that claim, I think based off of the date of service because it was from [PII], it needed to go under that policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Shouldn't have been that old.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So that's why, but.
[CUSTOMER][NEUTRAL] But that's weird, isn't it?
[AGENT][NEUTRAL] I don't think it was a direct deposit. I think it was sent to you in a check.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] They send a direct deposit because if you look on it it says check [PII]. I just thought that was a mistake in typo, um, but it wasn't cause my bank sent me a note told me they tried to put it in there.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right. Well then it's
[CUSTOMER][NEUTRAL] And his account is closed.
[AGENT][NEUTRAL] OK, so then it can't be that one.
[AGENT][NEUTRAL] Because that was.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII] is the one.
[AGENT][NEUTRAL] Alright, give that to me one more time [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] that's yeah oh I downloaded this so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me look at this.
[CUSTOMER][NEUTRAL] Let me look at the notes
[CUSTOMER][NEUTRAL] And the change.
[AGENT][NEUTRAL] OK, so that was under this policy.
[CUSTOMER][NEUTRAL] Can't remember what it
[CUSTOMER][NEUTRAL] Yeah, that's the one cause it has account number [PII] is where they sent it. I just figured that was just a typo, but no, it wasn't. That's where they sent it and that account is closed.
[AGENT][NEUTRAL] Yeah, it was under the last.
[CUSTOMER][NEUTRAL] So I'm just trying to figure out how they got that one.
[AGENT][NEUTRAL] So that claim it was filed his data service was 8124, so it was filed under the old one that was lapsed, so the amount, the information on that account was account number ending in [PII].
[CUSTOMER][NEUTRAL] Yeah, I was late.
[CUSTOMER][NEUTRAL] Oh, so I should have gone into both of them and changed the account number? OK.
[AGENT][NEUTRAL] I think we need to change it on.
[CUSTOMER][NEUTRAL] Cause they said laps and so.
[AGENT][NEUTRAL] Yeah, I know, I know.
[CUSTOMER][NEUTRAL] Yeah, can you change it on your end?
[AGENT][NEUTRAL] Let me see what
[CUSTOMER][NEGATIVE] And that is so confusing cause I'm like, how does it laps and I pay every month.
[AGENT][NEUTRAL] I know, let's see.
[CUSTOMER][NEGATIVE] That is so confusing.
[AGENT][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] So I'll go in and change it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't have the account number though.
[CUSTOMER][NEGATIVE] There's no way to do that.
[AGENT][NEUTRAL] Yeah, I think I need, let me see um.
[CUSTOMER][NEGATIVE] I just looked, there's no way for me to do it on that. It just tells you to put your account number in in one place.
[AGENT][NEUTRAL] Yeah, I think I'm gonna need to get you over to somebody in another department, um, [PII], because I think they're gonna have to update the banking information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see what we need to do. Give me just one second. Do you mind if I place you on a brief hold?
[CUSTOMER][NEUTRAL] That's I
[AGENT][NEUTRAL] OK, and I just wanna make sure this number you're calling from [PII], is that a good call back number if anything happens?
[CUSTOMER][POSITIVE] Yes it is. Yes it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I think she said she got a letter.
[AGENT][NEUTRAL] Oh, I can't remember.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in customer care. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good, thank you for asking um I have an insured on the line who had a claim paid and it went to the wrong account and it looks like maybe that's something you guys help with, is that correct?
[CUSTOMER][NEUTRAL] OK. Yes. Uh-huh.
[AGENT][NEUTRAL] All right. And I have policy number and claim number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, the policy number.
[AGENT][NEUTRAL] Her policy number um is gonna be 2389665.
[AGENT][NEUTRAL] This is the one the claim went under.
[AGENT][NEUTRAL] It's for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the claim number is 359.
[AGENT][NEUTRAL] 5351.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] Um, OK, go ahead, I'm sorry.
[AGENT][NEUTRAL] Go ahead, I'm sorry. Oh, I was just gonna say I did check the banking information on this one and it, she did verify that it's incorrect. Her active policy she did update, so that's like good to go. It was just this was an older claim she was doing and she didn't know she needed to change both.
[CUSTOMER][NEUTRAL] Oh, I see, got you, OK, um, and when we get this corrected, will the claim just go back through or you know like.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I need to let y'all know.
[AGENT][NEUTRAL] I, you know what, let's see if the claim has been processed.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I wonder if
[AGENT][NEUTRAL] Maybe I need maybe I should maybe I'll, I may need to reach out to claims once it's updated to have it reprocessed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I'm not 100% certain guru just said if the bank account information on the payment is wrong call customer service.
[CUSTOMER][NEUTRAL] OK. And um
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] And I can definitely get that and you said her active policy has the correct information?
[AGENT][NEUTRAL] But I
[AGENT][NEUTRAL] That's what she told me, yes, yeah. She said that she's like, I've gotten payments before. I just don't know what happened with this. And I said, well, the date of service was [PII], so it went under the one that was, that is lapsed, you know, because that was the one that was active at the time. And she was like, oh.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, now I can get this updated, um, and can I shoot you an IM or something when it's done? I mean, you know.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, yeah, absolutely, and I'll reach out to my help desk to see what we need to do on the claim to get it reprocessed.
[CUSTOMER][NEUTRAL] OK, but I
[CUSTOMER][NEUTRAL] OK, that sounds good. OK, but I can speak with her, you know, and just.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I appreciate it. Did you want her her callback number is the number she's calling from? Did you want it?
[CUSTOMER][POSITIVE] OK. No, that's good. Thank you.
[AGENT][NEUTRAL] OK. You're welcome. Here she comes. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Hi this is [PII] in customer service.