AccountId: 011433970860
ContactId: 19021077-e435-4737-9fa3-6ece26e7ad40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 737159 ms
Total Talk Time (AGENT): 199244 ms
Total Talk Time (CUSTOMER): 278714 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/19021077-e435-4737-9fa3-6ece26e7ad40_20250402T20:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I've got um Ms. [PII] on the phone.
[CUSTOMER][NEUTRAL] Her um policy number is 768702.
[CUSTOMER][NEUTRAL] I have verified her her callback number is the one that she's calling from.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She is she actually called today because uh she sent in her direct deposit authorization form she wanted to see if it was applied and I noticed that it wasn't so I'm transferring her to you guys for that. Then she's also gonna need to go to claims because there's some check information check was sent to the wrong address and they're offering to reissue for her, but she's hoping she can get this direct deposit information entered so it could go direct deposit rather than um.
[CUSTOMER][NEUTRAL] Check.
[CUSTOMER][NEUTRAL] If that makes any sense. That's a big mouthful.
[AGENT][NEUTRAL] Yeah, but, um, I don't have the, do I have the form for direct deposit?
[AGENT][NEUTRAL] In customer service?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] I'm not sure. I'm not sure. I don't see that information anymore.
[AGENT][NEUTRAL] Yeah, cause we don't.
[AGENT][NEUTRAL] We don't usually do that. Let me see if it's in.
[AGENT][NEUTRAL] Online.
[CUSTOMER][NEUTRAL] You guys don't put the direct deposit information in anymore?
[AGENT][NEUTRAL] Yeah, we put it in, but we have to have it on a form we can't just put it in.
[CUSTOMER][NEUTRAL] Uh, right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Direct deposit form, OK.
[AGENT][POSITIVE] Alright, I'm ready.
[CUSTOMER][POSITIVE] OK thanks [PII].
[AGENT][POSITIVE] All right, thank you. Bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Uh, good afternoon, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I'm doing well how are you?
[AGENT][NEUTRAL] I'm good uh she was stating that you sent in, uh, your direct deposit form.
[AGENT][NEUTRAL] For a direct deposit, OK, I'm not showing that we've received that yet. Um, is there any way that I could uh email that to you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] Oh, it was fast.
[AGENT][NEUTRAL] It was faxed
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Let me check a couple, let me check here and see.
[CUSTOMER][POSITIVE] Yes, in fact.
[AGENT][NEUTRAL] What, what day did you fax it to?
[CUSTOMER][NEUTRAL] Let let me look. My brother faxed it for me. Let's see.
[AGENT][NEUTRAL] And the number that he faxed it to.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, I got it Thursday.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And I'm pretty sure he faxed it on Friday. Let's see.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] On Thursday night we printed it and went to work on Friday. It was Friday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Now I don't think it'll matter. It wasn't actually from me. Uh, I don't have a fax machine. My brother faxed it from work, but it was my phone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, it, it, it shouldn't matter that way um it's it.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] I'm just checking to see if we've got it anywhere let's see.
[CUSTOMER][NEUTRAL] I don't know why usually this is so easy this time it has been a.
[CUSTOMER][NEGATIVE] A pain
[AGENT][NEUTRAL] I'm sorry. Um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Is there any way that I could email that to you?
[CUSTOMER][NEUTRAL] Started off with me sending the.
[AGENT][NEUTRAL] Or you could email it to us.
[CUSTOMER][NEUTRAL] Uh, you know, I asked that, that's what I wanted to do, and they told me no, but let me see, uh.
[CUSTOMER][NEUTRAL] Let me see why can I not put my hands on it when I know it's in my phone, um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Cause he sent me a copy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I know you can't email, uh, a claim, but you can email the, the form.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] For the direct deposit.
[CUSTOMER][NEGATIVE] Well, I wish they'd have told me that that that have been even easier, but let's see.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] You know how it is. If you weren't looking for it, you could find it.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Tell you what, I'm gonna go inside. He sent me, hold on, he sent me a copy of it, uh, the fax confirmation.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the form itself let me go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see, it was on the [PII] at [PII]. However,
[CUSTOMER][NEUTRAL] I can take a picture.
[CUSTOMER][POSITIVE] OK, perfect. Now I'll email it to who?
[AGENT][NEUTRAL] OK, email it to [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] He uh-huh, Team, T E A M at
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And then once you email that to us we should uh email you back to let you know that we've received it and um.
[AGENT][NEUTRAL] It's in line to be processed.
[CUSTOMER][NEUTRAL] Uh, yeah, because, uh, I'm waiting for at least 2, if not 3 checks.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I was hoping, uh, and two of them had been sent to the wrong address. So I was hoping y'all would get this.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And did, did we make?
[CUSTOMER][NEUTRAL] Uh, I tried to do it online, but it only would let me use Bank One, and I'm, I'm, uh, Chase Bank, so I had to do it the old fashioned printed out way, so I was hoping y'all would get this before y'all did the checks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And do we need to change your address or?
[CUSTOMER][NEUTRAL] Tory just said she did for the, not her for the 2nd time, but for the 2nd time, or maybe 3rd time.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] It's supposed to be changed and she said.
[CUSTOMER][NEUTRAL] It's changed, of course, the lady on Thursday told me it was changed.
[AGENT][NEUTRAL] OK. What is the address and I'll check it and make sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am, it has been changed.
[CUSTOMER][NEUTRAL] OK, OK, so one step.
[CUSTOMER][NEUTRAL] Now if we can get the direct deposit, are you and I gonna hang on to you till y'all get it, or you're gonna transfer me to claims for me to check on the claims?
[AGENT][NEUTRAL] Um, let me transfer you to someone in the claims department, and then, uh, once I check the claims, you can, uh, get them to transfer you back to the care team and they can let you know if they've received it or not.
[CUSTOMER][POSITIVE] OK, I will. Thank you so much.
[AGENT][NEUTRAL] All right. And is there anything else I can help you with today before I transfer you?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] No, ma'am, that's it thank you.
[AGENT][NEUTRAL] All right. Well, thank you, um, Ms. [PII] and hold just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good how are you doing?
[AGENT][POSITIVE] I'm good. Um,
[AGENT][NEUTRAL] I have a lady on the phone that's wanting to check on a claim and she's also uh she was transferred to me from care team to tell her to email a form to y'all so she's wanting to check to see she's already emailed it if you've received it also.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, um, so I'm doing a claim status and telling her if a forms been received?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's policy 768702.
[CUSTOMER][NEUTRAL] And what's
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And [PII] said she verified everything.
[CUSTOMER][NEUTRAL] OK. So claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I'm confused.
[AGENT][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] Why would she send the customer, what now? So.
[AGENT][NEUTRAL] To tell her to to email the form to to care team.
[CUSTOMER][NEUTRAL] To email the claim form to care team?
[AGENT][NEUTRAL] The uh not the claim form, but the direct deposit form.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, and then, OK, so now you want me to see if the phone.
[AGENT][NEUTRAL] And so now.
[AGENT][NEUTRAL] It it she's needing to check on a claim because she said it was mailed to the wrong address and we've got the address corrected and she's checking on that and she also wants to see if you received the form.
[CUSTOMER][NEUTRAL] If the
[AGENT][NEUTRAL] In the email.
[CUSTOMER][NEUTRAL] The direct deposit form.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, then. I'm sorry about that. I'll handle it.
[AGENT][POSITIVE] That's no problem, yes.
[AGENT][POSITIVE] Here she is, and thank, thank you so much, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, here she is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello, Mr. [PII].