AccountId: 011433970860
ContactId: 3bfc7fce-c32a-4a0a-864f-a0ab03107625
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 620940 ms
Total Talk Time (AGENT): 135739 ms
Total Talk Time (CUSTOMER): 89170 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/3bfc7fce-c32a-4a0a-864f-a0ab03107625_20250402T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] from the care team. How are you today?
[AGENT][POSITIVE] Very good, how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. So I've got a member on the line and she currently has um draft payments set up and uh direct deposit set up. She wants all of that removed um she wants uh she's changing her bank is what she said so she wants all of that removed. She wants to start receiving just a, a bill in the mail and then uh you know of course direct deposit taken off as well.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, um, she, um, just for future reference, we can't delete any bank information on it, but we can definitely change the method of payment. Um, I can go ahead and take the call. She will just have to fill out a form requesting that change and that'll be all we can do.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I'm sorry, I don't, I just never really come across this before. I've always been setting it up. I wasn't sure if it was just something as simple as just deleting that.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, um, the system doesn't allow us once the bank information is plugged in, uh, so we can't really remove it. We can do, uh, we can change the method of payment, but you just have to, um, pretty much sign a paper notifying us and that's it. Um, but I can go ahead and um take her. Uh, what is the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's 620.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 424.
[CUSTOMER][NEUTRAL] And we are speaking with uh [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], sounds familiar.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I got her.
[CUSTOMER][NEUTRAL] OK, are you ready for her now?
[AGENT][NEUTRAL] Yes, I get her.
[CUSTOMER][POSITIVE] All right thank you I appreciate your help.
[AGENT][POSITIVE] Mhm you're welcome.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][NEUTRAL] A lot of
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that you are um changing your bank information and would like to um set up your account for um
[AGENT][NEUTRAL] A direct pay, is that correct?
[CUSTOMER][NEUTRAL] Yes, and I want my check to be, I don't want it to be deposited into the bank just send it in the mail.
[AGENT][NEUTRAL] Um, you are referring, um, for the claims to be paid on?
[AGENT][NEUTRAL] Or for us to make the payment.
[CUSTOMER][NEUTRAL] Ma'am, ma'am, ma'am, I want both of them to be sent to me in the mail.
[AGENT][NEUTRAL] OK, my apologies, I understood that we were only talking about the uh payment that we received from you. All right, I got it clear. Um, so it will be as well from the claims that are being paid to you and the payment we take from you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, I want it to be sent to me in the mail until I get the bank set up then I'll call you back.
[AGENT][NEUTRAL] All right, Ms. [PII], um, OK, from, so the system doesn't really allow us to take out the bank information out what I can do is change the draft date to a different, um, let's say I can move it to the end of the month that way you don't get charged for April.
[CUSTOMER][NEUTRAL] No ma'am, no ma'am. I want it to stop. I want a paper check.
[AGENT][NEUTRAL] Yes, and for that, um, you would have to change the method of payment. There is a page that you have to sign, um, in order for us to go ahead and change it. We can't remove just the bank information.
[CUSTOMER][NEUTRAL] Let me speak to [PII]. Let me, let me speak to [PII], let me speak to [PII]. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.