AccountId: 011433970860
ContactId: 1e640b4d-a5b2-4ab2-b7a3-ce64e2e0dabf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298779 ms
Total Talk Time (AGENT): 158445 ms
Total Talk Time (CUSTOMER): 111149 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/1e640b4d-a5b2-4ab2-b7a3-ce64e2e0dabf_20250324T14:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I was calling back with a routing number I was asked for earlier.
[CUSTOMER][NEUTRAL] I got the claim number if you need it.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] What is, first, I'm gonna need to get your name and your policy number, sir.
[CUSTOMER][NEUTRAL] Yes, ma'am. OK.
[CUSTOMER][NEUTRAL] My name is [PII] my name is [PII].
[CUSTOMER][NEUTRAL] And the number is 259-639-6.
[AGENT][NEUTRAL] OK, let me look that up real quick, sir.
[CUSTOMER][POSITIVE] Yes ma'am, thank you ma'am.
[AGENT][POSITIVE] You're very welcome, Mr. [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], uh, let's see, 259-639-6. Got you right here. I'm gonna need for you to please verify your um policy for me. Can you give me your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you sir and then what is your address, a phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] My address is [PII]. Zip code is [PII]. My telephone number is area code [PII]. And what was the other thing you need to email?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you very much for um verifying your policy for me, sir.
[AGENT][NEUTRAL] So you're calling because they needed the routing number for a um claim to be paid?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, direct deposit, yeah, well, the claim is not the claim is in process, but the direct deposit form that my job sent me didn't have a routing a place to put a routing number on, but I, um, I got the routing number if I can give it to you to save your email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um now the form that um you've already sent in the original form that was sent for you to um sign up for direct deposit, is that correct? And then it's the form just did not have the routing number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Yes, yes, but it, it didn't have a routing. Yes, it did not have a route, it did not have a place to put a routing number and from my understanding this was not an APL form. This came from this came from my job. It was not an APL form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, alright, so what I'm gonna need to do is I'm gonna transfer you on over to customer service now. I'm gonna let them know that you've already verified your whole policy with me so you don't have to do that again and we're just gonna explain to them that the form that they received for your direct deposit didn't have a place for the routing number, OK? It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][POSITIVE] Thank you, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You have a wonderful day. Thanks for calling APL. Thank you, sir.
[CUSTOMER][NEUTRAL] You, you, you too as well.
[CUSTOMER][NEUTRAL] Referring
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I've got, hey, I've got Mr. [PII] on the phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] His policy number is 259.
[AGENT][NEUTRAL] 6396.
[AGENT][POSITIVE] And I have verified him, the number he's calling from is a good callback number.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He is calling because he submitted a direct deposit um form.
[AGENT][NEGATIVE] On the direct deposit form, it did not have a place for his uh routing number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because apparently the form that they sent in was like a copy of an old form or something wasn't APL.
[AGENT][NEUTRAL] Excuse me, I'm starting to get a little cold here sorry about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Don't do that.
[AGENT][NEUTRAL] And I would have, I know, right? I would have updated it, but there's actually no information for his direct deposit in there at all, um, in PIADR.
[AGENT][NEUTRAL] So I transferred him over to you guys so that you guys can make sure that he gets his direct deposit information.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] On his policy.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK, got you, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I am ready.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, good. All right. You have a good day, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too.