AccountId: 011433970860
ContactId: 10b65d0c-08ed-4e16-bab4-5268b7d6fd0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458070 ms
Total Talk Time (AGENT): 131710 ms
Total Talk Time (CUSTOMER): 86725 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/10b65d0c-08ed-4e16-bab4-5268b7d6fd0f_20250416T13:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm. Hi [PII]. I was wondering, is there any way to get ERAs and EFTs from you guys?
[AGENT][NEUTRAL] Um, possibly, yes, ma'am. Let me get some more information. Um, when you ask that, what, what do you mean exactly? Um.
[CUSTOMER][NEUTRAL] Right now we're receiving paper checks and we're receiving EVs. Is there some way I can get electronic fund transfer EFPs to deposit the money into my bank account automatically and send me an ERA remittance advice electronically? Is that possible?
[AGENT][NEUTRAL] OK, I am so sorry, um, you were breaking up, um, but I think I heard some of it. Um, now, are you asking that you have a policy and you would like.
[AGENT][NEUTRAL] Direct deposit
[CUSTOMER][NEGATIVE] No, I'm from a provider's office, and right now you guys are sending me paychecks and paper ELBs in order for me to process these claims. I was wondering if you have the option for ERAs and EFTs.
[AGENT][POSITIVE] OK, yes ma'am, and we do um.
[AGENT][NEUTRAL] Now are you calling from a provider's office?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, and what is your name please? and I'm so sorry it was just breaking up so bad I didn't get some of that.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Can you hear me now? Are you good to go now?
[AGENT][POSITIVE] I can. Yes, ma'am. I'm so sorry. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Will you spell your last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you I appreciate that and do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you were saying that um like when we pay claims and you would rather have that direct deposited instead of a paper check?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] OK, and can I put you on hold for just a second? I just want to confirm that with our benefits department, um, and I will be right back. Thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] OK, I'm just gonna have to.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Uh, AC, this is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey, this is [PII] in customer service. Um, I have a general question I need to ask. I have a provider's office on the phone and they are asking is it possible for them to have direct deposit instead of a paper check? Do we do that?
[CUSTOMER][NEUTRAL] Um, I know we do it for the insured, [PII], but I'm not sure if we do it for the provider. Let me ask [PII].
[AGENT][POSITIVE] Thank you, thank you, because I didn't know what to tell her, OK.
[CUSTOMER][NEUTRAL] Give me one moment, let me see.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] [PII] said no.
[AGENT][POSITIVE] OK, OK, thank you.
[CUSTOMER][NEGATIVE] Unfortunately, we don't.
[AGENT][POSITIVE] OK, thank you. I appreciate that. Thank you.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] OK. You too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I am so sorry that took a couple of minutes, um, but I did find out we do not do direct deposit, um, like to a provider's office. I am so sorry. um, it would still have to be the paper check.
[CUSTOMER][POSITIVE] OK. That's all I need to know. Thank you.
[AGENT][POSITIVE] Uh yes, ma'am. I'm sorry that took so long, but I appreciate your patience. Thank you.
[CUSTOMER][POSITIVE] Thank you. You have a nice day. Bye-bye.
[AGENT][POSITIVE] You too. Thank you and thank you for calling APL.