AccountId: 011433970860
ContactId: fc24df5f-d190-4faf-a461-118afbb3c143
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 784820 ms
Total Talk Time (AGENT): 337089 ms
Total Talk Time (CUSTOMER): 297397 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/fc24df5f-d190-4faf-a461-118afbb3c143_20250418T12:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I was calling about a claim.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And are you the policy holder or are you calling on behalf of the provider?
[CUSTOMER][NEUTRAL] I'm a policyholder
[AGENT][NEUTRAL] OK, what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] 259-736-3
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and is it a claim that's already processed?
[CUSTOMER][NEUTRAL] Well, um, I I'm understanding that you guys have been having trouble with your online portal and it updating.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So on my end the status shows in progress but yeah it says date completed [PII] and amount paid zero but I called in on the [PII], no I'm sorry I called in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yesterday maybe and she said that it was completed on the [PII] and that it was paid out for $4000 direct deposit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Let's take a look at it.
[CUSTOMER][NEGATIVE] But I haven't received payment and normally when you guys like if you do a direct deposit on the [PII] it's in my bank on the [PII] like later in the day.
[AGENT][NEUTRAL] OK, OK, let's take a look at it, [PII]. What's your
[CUSTOMER][NEUTRAL] But everything is weird and she said that you guys were having trouble with your online portal updating or something.
[AGENT][NEUTRAL] OK, can you verify your date of birth and mailing address?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Mailing address is [PII].
[AGENT][NEUTRAL] And your email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do show that it was processed yesterday and it is set up for direct deposit in the.
[CUSTOMER][NEUTRAL] Oh, so the [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the check is, is, so.
[CUSTOMER][NEUTRAL] OK, because she told me it was done on the [PII].
[AGENT][NEUTRAL] OK, so let me rephrase that it was processed yesterday on the on yesterday, um, and it will, uh huh, it'll process tonight, which means that that direct deposit will release.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What's today? Friday?
[CUSTOMER][NEUTRAL] The [PII]
[AGENT][NEUTRAL] Yeah, on today is Friday, yeah, so.
[AGENT][NEUTRAL] It will release tonight.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It didn't release last night.
[AGENT][NEGATIVE] It did not.
[AGENT][NEGATIVE] It, it didn't.
[AGENT][NEUTRAL] So it should release tonight um by it being Friday it just depends on your banking institution you said it it's usually direct deposited the next day, so I don't, is your bank open on Saturdays?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, uh, we usually just say allow 3 to 4 business days, um.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] You could check it tomorrow if you're saying you usually get it within a day, but by it being Friday it could be Monday or Tuesday.
[AGENT][NEUTRAL] And again that depends on your banking institution, uh huh.
[CUSTOMER][NEUTRAL] OK, um, just out of curiosity.
[CUSTOMER][NEUTRAL] And and that was for 4000 even?
[AGENT][POSITIVE] It, that is correct.
[CUSTOMER][NEUTRAL] And because like on the online portal it says date completed [PII]. The lady yesterday told me it was already completed on [PII] so I'm just confused as to why now it's saying [PII] on your end.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Because of the amount of your check, it had to be reviewed, so it was processed but it had to go to another area to be reviewed because of the amount of the check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, it was a very large bill.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] It, yeah, I, that 4000 sounds good right about now.
[CUSTOMER][NEUTRAL] Yeah, I pay. I, well I had to pay out almost 6, but like, you know, you only can sign up for so so much, so I get that, um, but, um, OK, I guess I'll just um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So it was not released last night. It will be released tonight.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah. OK.
[CUSTOMER][POSITIVE] Alrighty
[AGENT][NEUTRAL] You know, when our when our claim is processed.
[CUSTOMER][NEUTRAL] I just wanted to double check because like I said on my end it still says the status says in progress but the date completed says [PII] so I was like wait a minute.
[AGENT][NEUTRAL] Mhm, mhm. Yeah, that it had to go through a final step because of the amount of the check.
[CUSTOMER][NEGATIVE] Something's not right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK well I appreciate you taking the time to look that up for me.
[AGENT][POSITIVE] Oh, you're welcome and I'm going to still.
[AGENT][NEUTRAL] Double check on this one.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Give me a quick second.
[AGENT][NEUTRAL] Hold the line just for a second, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] I can't hear anybody on the other end.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Good, um, can you look at a claim for me?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, 0259.
[AGENT][NEUTRAL] 7365 77363 for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm looking at claim number 3590069.
[AGENT][NEUTRAL] And so the stat date I could tell of course it's processed but it looked like it it did release last night but it's still in that [PII] status.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the insured said she called yesterday and was told that it processed on the [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And I didn't know if it went to audit because of the amount, but it's still looks like the check.
[AGENT][NEUTRAL] Released last night.
[AGENT][NEUTRAL] Or the deposit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know. I don't know what she, let me see if I can pull up to see when she completed it.
[AGENT][NEUTRAL] OK, and she said on online she said it's still pin it shows pen pending.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know when you go to CLPAY, how would we how do we tell that it's being reviewed like in audit?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Are we able to
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] We're, we're not
[AGENT][NEUTRAL] she's the IA 72.
[CUSTOMER][NEUTRAL] Yeah, but it, it's uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If it was in audit, it would be in uh
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] When you pull it up, it should say in audit review.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, got it, got it, got it.
[CUSTOMER][NEUTRAL] Uh, but it looks like in [PII] she released it to 597363.
[CUSTOMER][NEUTRAL] And on the history.
[AGENT][NEGATIVE] I get stuck
[CUSTOMER][NEUTRAL] Right, that's fine.
[CUSTOMER][NEUTRAL] No, it looks like she just did it today.
[AGENT][NEUTRAL] Just today.
[CUSTOMER][NEUTRAL] It was just completed on today mhm.
[AGENT][NEUTRAL] OK, OK, how can you tell? Well, can we tell on our end?
[CUSTOMER][NEUTRAL] Well, I was looking at history, uh, when I go to pull up the claim and I look at history and I can see the date that she added keyword complete so it looks like she just completed it this morning.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Around [PII].
[AGENT][NEUTRAL] OK, and you know when it's set up on direct deposit it usually like where that why is under the check uh field 00 it'll go to the direct deposit once it releases, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, so probably on Monday if she checked back on Monday, the wife should have moved to uh the DD field.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The direct deposit, OK, got it.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All righty. Thank you, ma'am.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] All right, no problem.
[AGENT][POSITIVE] And happy resurrection Day, this is my favorite holiday.
[CUSTOMER][POSITIVE] It, it, yeah, but I guess what I had when I had my children was smaller. I mean, it is. I like it because it's like everything's so new and we go to church and everybody be so happy at church on Sundays.
[CUSTOMER][NEUTRAL] I don't know. Me and the holidays are just not mission lately.
[AGENT][NEUTRAL] Oh really?
[CUSTOMER][POSITIVE] Yeah, it's I mean it's like it's it's it's like another holiday whatever and so you know I'm excited I'm excited for the reason.
[AGENT][NEUTRAL] Yeah, but what, but, but what I like is the, the.
[AGENT][POSITIVE] Yeah, the the the the, you know, the crucifixion, that part is what just gets me. That's what I love. All that other stuff.
[CUSTOMER][NEUTRAL] Yeah, right.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEGATIVE] The man stuff, you know, dress and all that kind of stuff. I don't care about that.
[CUSTOMER][NEUTRAL] Yeah, and so I.
[CUSTOMER][NEUTRAL] Yeah, yeah. Right. Right. And so, uh, I don't know.
[AGENT][NEUTRAL] Yeah, I watched that movie over and over and over and over and over again.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] OK, OK. Yeah, but I, I don't know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I, I will let the insured know that's what I told her, but I said let me double check because she kept saying it was processed on the [PII], I believe she said and I'm like.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][POSITIVE] So, thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm not, I'm not seeing that, but yeah, so this it's been released today and uh.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] Yeah, hopefully she should see it on Monday, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][NEUTRAL] Uh, you too. Bye-bye.
[AGENT][NEUTRAL] All right, [PII], thank you for holding. I just wanted to double check and I was, I was correct, um, and I believe that um they, the examiner went in and did something to your claim actually this morning today, um, and so it should release tonight.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And uh like I said, depending on your banking institution it could take 3 to 4 days, but if you're saying that you get it the next day it could be Saturday, otherwise it might be Monday or Tuesday.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, was there something wrong with it?
[AGENT][NEUTRAL] No, no, no, no, it's just the amount of the check.
[CUSTOMER][NEUTRAL] Because it was just a oh OK yeah because it was um a corrected I guess they something was wrong on the first one so I had to redo it to be able to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Right. Yes. Yes.
[CUSTOMER][NEUTRAL] Um, show co-insurance or something, so, um, OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] All righty. Anything else?
[CUSTOMER][NEUTRAL] All right, I just wanted to make sure because like I said on this end it says something totally different so I was like I don't know what's going on.
[AGENT][NEUTRAL] And so that status will probably update whatever you're seeing now it's going to update because they went in and touched it again this morning so that will update. Did you say it says pending?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it says the status says in progress.
[AGENT][NEUTRAL] Oh, in progress, OK. OK. Refresher.
[CUSTOMER][NEUTRAL] Yeah and then but then the date completed says [PII].
[AGENT][NEUTRAL] OK, OK, and I don't know when this morning I don't know if it was while we were on the phone or what but check back online later today and the status may change.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But, but just know that it will release tonight.
[AGENT][NEUTRAL] And then it should, you should see it depending on your bank you said tomorrow perhaps, but I'm gonna say probably Monday or Tuesday.
[CUSTOMER][POSITIVE] OK great thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] Uh, you're welcome, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.