AccountId: 011433970860
ContactId: 28f27871-a0bb-4ad4-9f26-80e14045a965
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 728630 ms
Total Talk Time (AGENT): 346109 ms
Total Talk Time (CUSTOMER): 238650 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/28f27871-a0bb-4ad4-9f26-80e14045a965_20250411T14:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APLs. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I, uh, got an email yesterday saying that my routing number or an or and or account number is incorrect for the direct deposit and to call in and verify that so I could get, uh, payments.
[AGENT][NEUTRAL] OK, Mr. [PII], so you said you received notification that your routing number or account number is not correct. Is that, is that accurate? OK. Yes, sir, I can help you with this. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] Give me one moment. I'll have to pull it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I have to reload back in my session timed out.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy, where are you?
[CUSTOMER][NEUTRAL] Sorry, I'm on my phone and it doesn't.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] The website does not like mobile.
[AGENT][NEGATIVE] No, not at this time. It does not. Not for the online service center. Uh-huh.
[CUSTOMER][NEUTRAL] OK, it's 2
[CUSTOMER][NEUTRAL] Yeah, so I have uh 214-184-4.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. So give me a moment first off to get your information pulled up on your policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so first off, let me go ahead and verify your information, Mr. [PII] for security purposes and also any information provided would be a verification of benefits and not a guarantee of payment. So, uh, first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then also your home mailing address.
[CUSTOMER][NEUTRAL] Um, I think the one on there is [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you, uh, is the same as the one you gave me. So that is, yeah, it's the same one. So that is the best contact number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK thank you and lastly your email address and this does appear to be your work email.
[CUSTOMER][POSITIVE] That is correct because that's who the policy is through.
[AGENT][NEUTRAL] OK, and what is that email?
[CUSTOMER][NEUTRAL] Uh, [PII] uh yeah [PII].
[AGENT][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] OK, so what I'm going to do is to connect you with a member of the customer service department, Mr. [PII]. I will give them your policy number, let them know that all of your information has been verified, and then they will be able to take a look at those two numbers to see where the discrepancy may be and further assist you with that. OK, well, can I help you with anything else today before I transfer you?
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope that you have a great weekend.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, sir. One moment.
[CUSTOMER][NEUTRAL] Currently no agent staffed. Goodbye.
[AGENT][NEUTRAL] Do we get a notification of that?
[AGENT][POSITIVE] Mr. [PII], thank you so much for holding for me. OK, so at the current moment, um, they are, that particular division is in a meeting.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm going to send a request though, um, to have someone to contact you back. Is the now the phone number that's gonna come up, I honestly, Mr. [PII] can't tell you what that's going to look like. It will not be the [PII] number that you called today, so I know we're all a little.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I had one a couple of minutes. Another one, like I originally hit the callback number, but then it was like, uh, to call me back and then it did and it was then it was dead so I called back like a 405 number so I'll just make sure I'm diligent about answering.
[AGENT][NEUTRAL] OK, so do you have voicemail though on your phone so that if they reach your voicemail they could leave a message? OK, so I'll send that request now and someone should be calling you probably, I mean today because I'm gonna send it as a um.
[CUSTOMER][POSITIVE] Yes I do.
[CUSTOMER][NEUTRAL] Yeah, and it's
[AGENT][NEUTRAL] A higher priority since this is pending information related to your claim.
[CUSTOMER][NEUTRAL] And I mean I could do it online.
[AGENT][NEUTRAL] Have you looked?
[CUSTOMER][NEUTRAL] I could change it online but I don't know. Yeah, I, I haven't looked at it. I just saw the email and I called because it said to, but if I change it online, I don't know. I wasn't sure if I it would like automatically update or somebody I would have to notify somebody that I changed it, you know what I mean?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right now you can try and go ahead and change it in your portal to see, I mean, you know, pull that up, look at it, verify it, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To see what is on file.
[CUSTOMER][POSITIVE] Then actually I'll do that real quick if you want while I'm on the phone with you.
[AGENT][NEUTRAL] Yeah, you can, and then I'll be able to see if it's updated or not. I don't, that's a good question because I honestly don't know if.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] If that's an instant update or not.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, yeah, then I will here give me one second.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] We can go quick and then uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] We'll learn something new together.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No I just gotta remember where to do it online that's all.
[CUSTOMER][NEUTRAL] Actually, let me grab my
[AGENT][NEUTRAL] You're probably gonna need your, yeah, your iPad or computer because I don't know if your folk, you know, some people tell me that they get to upload claims from their cell phones, but, you know, technically that's, I've been told that that's just kind of a fluke when that happens, so.
[CUSTOMER][NEUTRAL] Let me grab my iPad real quick because.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] At this time we've been told, you know, that the mobile phone, mobile and even some tablet functionality is limited versus what you can do on the PC.
[CUSTOMER][NEUTRAL] Here I'll just
[CUSTOMER][POSITIVE] Yeah, well, I mean, I can open it as like a web page on my iPad so we can do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK payment preferences.
[CUSTOMER][NEUTRAL] Because I thought I, I mean like all I did was like scan, like literally drag and drop it, so it's surprising that it's wrong, but.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's verify that I didn't real quick.
[AGENT][NEUTRAL] OK. Sure.
[CUSTOMER][NEUTRAL] And then that way I mean if you could do that part then we'll just know it's good and if there's a way you can update it and then I don't have to talk to anybody else maybe.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Yeah, I don't know if because.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No routing, yep, see what I did.
[AGENT][NEUTRAL] Oh, you do see.
[CUSTOMER][NEUTRAL] There's uh apparently when I drive it added an extra number at the front of it.
[AGENT][NEUTRAL] On the routing.
[CUSTOMER][NEGATIVE] That's not even there.
[CUSTOMER][NEUTRAL] No, on the account there's an 8 and didn't.
[AGENT][NEUTRAL] Oh, OK. Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go to
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, because I can see that 8 currently.
[CUSTOMER][NEUTRAL] Yep, and give me one second. I'm about to update it now [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and then I hit save.
[CUSTOMER][POSITIVE] Direct deposit has been saved. Did I do something wrong again?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So it looks correct now.
[AGENT][NEUTRAL] OK, so I.
[AGENT][NEUTRAL] OK, so now I do not see the 8. It shows 100.
[AGENT][NEUTRAL] Yeah, I mean, it starts with a one now.
[CUSTOMER][NEUTRAL] Yeah and now it's [PII].
[AGENT][NEUTRAL] Yes, sir. So that is what I see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's what I see as well, so yeah, it did update.
[AGENT][NEUTRAL] OK. All right then. um, so since that has been updated, let's see, uh, OK, so give me just a moment.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just wanna look. So you just received that, um, that notification, you said about it being incorrect?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah it was yesterday. I don't know what time I I noticed it like later last night.
[AGENT][NEUTRAL] Uh, OK, but it was an email, not a text?
[CUSTOMER][NEUTRAL] Yeah, it was an email I got a I mean I get text saying like your claim has been processed but uh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But yeah it was an email and I can pull it up if you want.
[AGENT][NEUTRAL] Uh yes, sir. I would just like to know who that was sent from so that I can.
[AGENT][NEUTRAL] Make sure of how to handle this. I may still send that.
[AGENT][NEUTRAL] Request to have someone call you to verify that the claim, you know, now that it's been corrected.
[AGENT][NEUTRAL] That your claim
[CUSTOMER][NEUTRAL] So somebody named [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII] Mhm.
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] So our whole thing is [PII].
[AGENT][NEUTRAL] Co.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So her whole thing is.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Yes, sir. I know who that is. Yeah, you don't have to do that. So I do know where that came from. So, OK, so I will, um,
[CUSTOMER][NEUTRAL] I can give you a whole email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Make sure that they do know that this has been corrected so that if there's, and if there's any additional information that's needed, then someone, yes, will reach out to you.
[CUSTOMER][POSITIVE] OK, and I can send an email to her as well saying it's been taken care of as well.
[AGENT][NEUTRAL] Yes, sir. If she sent you and that is an email, I mean directly from her, yes, sir, you could respond to that, letting her know. Yes, you can do that.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else that I can help you with this morning, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that would have been it and you took care of it, so thank you so much.
[AGENT][POSITIVE] Well, you're certainly welcome. You're certainly welcome. So it's my pleasure and thank you for calling APL. I hope that you have a wonderful day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Yes, sir. Thank you. Bye-bye.