AccountId: 011433970860
ContactId: 44324f5c-f409-45a4-a2bc-c4793cd2c752
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 904299 ms
Total Talk Time (AGENT): 366350 ms
Total Talk Time (CUSTOMER): 499637 ms
Interruptions: 31
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/44324f5c-f409-45a4-a2bc-c4793cd2c752_20250311T16:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So I'm online trying to fill out a claim.
[AGENT][NEUTRAL] OK. Alright.
[CUSTOMER][NEUTRAL] And when I got to the information of my banking information in.
[CUSTOMER][NEGATIVE] It wouldn't let me type [PII]. It just all it popped off Bank one, and then it wouldn't let me take it away.
[AGENT][NEUTRAL] OK, that means the routing number is calling that um old name. So um when this something like this happens, uh, all you need to do is just send the direct deposit form instead of filling it out electronically. So we can do it manually and we can override it.
[CUSTOMER][NEUTRAL] OK, well if I do it manually I mean I gotta.
[CUSTOMER][NEUTRAL] Print it off and send it in.
[AGENT][NEUTRAL] You can upload it to your account. You can just go ahead and get the form and um fill it out and upload it to your account.
[AGENT][NEUTRAL] Like a claim they can get it from there and set it up.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have your name for my notation for this call?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And what is the callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 318.
[CUSTOMER][NEUTRAL] 343
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you have a policy number that I can assist you with or was that um basically your question?
[CUSTOMER][NEUTRAL] Do you have a
[CUSTOMER][NEUTRAL] I have a routing number?
[CUSTOMER][NEUTRAL] You say do I have a routing number?
[AGENT][NEUTRAL] Uh no. Uh, do you have a policy number?
[CUSTOMER][NEUTRAL] Uh, no, uh, do you have a policy number? Oh yeah, my number is 485282.
[CUSTOMER][NEUTRAL] Because I'm, I'm going back online trying to see can I fill it out again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, sometimes when they have not removed the informa all information from the routing number, it will pull the old information like if they were bought or they they bought that bank in the past, it will just pull that information.
[CUSTOMER][NEUTRAL] Sometimes when they have not removed the information, all information from the routing number, it will pull the old information like if they were bought or if they bought that bank in the past.
[CUSTOMER][NEUTRAL] Let me just pull that up
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And Miss No sir, for security, may I have your date of birth and the mailing address and email address on file?
[CUSTOMER][NEUTRAL] for security, may I have your date of birth and address and email address on file. My date of birth because I was, I had spoke to so I was on the line with someone else, uh, and I had to hang up, uh.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] And my um.
[CUSTOMER][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII] and what else do you need?
[AGENT][NEUTRAL] OK, um, the email address.
[CUSTOMER][NEUTRAL] The email address [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Was you able to get the form to send it in?
[CUSTOMER][NEUTRAL] you able to get in there now um let's see.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm in there now trying to uh.
[AGENT][POSITIVE] Yeah, take your time.
[CUSTOMER][NEUTRAL] put the information in.
[CUSTOMER][NEUTRAL] And then it says I'm clicking on it now and say sign up but set up for your direct deposit say sign up now and I'm doing that.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I'm getting I'm, I'm getting ready to put the routing number in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] That's been so long ago.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] She still jumping back up, ain't good.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] That's a long time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And it won't let you take it out. It won't let you take it out to put to change it. You can't because it's, it's already integrated to that routing yeah if it do anything and it keeps pulling the same information and that's not correct.
[AGENT][NEUTRAL] No, uh, um, because it's, it's already integrated to that routing number, so, uh, yeah, if it doesn't let you do anything and it keeps pulling the same information and that's not correct, um, you just go to claims and forms and look for the direct deposit form and just upload it that to the account.
[CUSTOMER][NEUTRAL] You can just go to clean some forms and look for the direct deposit form and just upload it that to the to the form, OK.
[CUSTOMER][NEUTRAL] OK, so I'm looking for which form um.
[AGENT][NEUTRAL] Direct deposit.
[CUSTOMER][NEUTRAL] What would that be?
[AGENT][NEUTRAL] Direct deposit form. Mhm.
[CUSTOMER][NEUTRAL] Direct deposit.
[CUSTOMER][NEUTRAL] OK, I see it.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Download the form. OK, I see it and just fill out the information on the form.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Mhm yeah. Should I put, put my name? I think y'all got me listed [PII]. Should I put [PII] my last name first?
[AGENT][NEUTRAL] You can, um, you can either, we have a hyphenated, so I don't know if you want to do that or you just want to use the, the, the one you use now in your ID.
[CUSTOMER][NEUTRAL] You can, um, you can either we haven't had it for so I don't know if you wanted to do that or you just wanna use the.
[CUSTOMER][NEUTRAL] You you.
[AGENT][NEUTRAL] Just however you want. It's just for um to check and make sure that we have the right person pulled up.
[CUSTOMER][NEUTRAL] However you want and it's just for um to check and make sure that we have the right person.
[CUSTOMER][POSITIVE] Thank you all for being so helpful.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Because the young, the lady, the young lady before you, she, I mean you.
[CUSTOMER][POSITIVE] Very helpful.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] We're happy to help.
[CUSTOMER][NEUTRAL] So we have to have.
[CUSTOMER][NEUTRAL] OK, now for that policy number that's gonna be the 485282.
[AGENT][NEUTRAL] Mhm. 45282, yeah, you can uh put that one or you can put your cancer policy. You can put because um that's gonna be used for all your policies. So you can either put all the numbers or you can just put one and just write there um that it's gonna be for all your policies or.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] yeah you can um put that you can put your current policy you can put it because um that's gonna be for your policy and you can um.
[CUSTOMER][NEUTRAL] Just put one and just right there um you said for all your policies.
[AGENT][NEUTRAL] Because you're trying to do direct deposit for payments or you're trying to do a draft for payment?
[CUSTOMER][NEUTRAL] So you're trying to do direct deposit or you trying to do I'm trying to do a direct deposit for payment.
[AGENT][NEUTRAL] OK, so when we process the claim, you wanted to have a direct deposit instead of a check, correct?
[CUSTOMER][NEUTRAL] OK, so when we process the claim, you want to have it yes ma'am. OK, so yeah, for deposit just go ahead when we receive it we put it to all policies you can indicate all the policies or just put one of the policies of employer. I'm retired so I need to still put the employer who I was employed with.
[AGENT][NEUTRAL] OK, yeah. Mhm. Yeah, so yeah, for direct deposit, just go ahead and usually when we receive it, we put it to all policies, but you can indicate all the policies or just put one of the policies and just write like all policies. Yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, you don't have that. You don't need to do that if you're not if you have your own policy, if you're the, if an individual is not through a group.
[CUSTOMER][NEUTRAL] No, you don't have that. You do that if you're not if you have your own if you're the, if the individual is not a group.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] So just put in retired.
[AGENT][NEGATIVE] You can put retarded, yeah, mhm.
[CUSTOMER][NEUTRAL] retired.
[CUSTOMER][NEUTRAL] OK, and put the banking information out.
[CUSTOMER][NEUTRAL] JP Morgan.
[CUSTOMER][NEUTRAL] No, it's asking for the bank address. I don't know the bank address.
[AGENT][NEUTRAL] Mmm.
[AGENT][NEUTRAL] So you don't know the address, um, you don't have like um.
[CUSTOMER][NEUTRAL] Do you know the address I have like um.
[AGENT][NEUTRAL] The past the slip or anything like that?
[CUSTOMER][NEUTRAL] Yeah, I have a deposit slip, but they don't have the address of the bank on it.
[AGENT][NEUTRAL] What about um like, do you have a check?
[CUSTOMER][NEUTRAL] I got a check. I'm looking at a check. They don't have their address on there. I, I would, ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. You don't have the address do you know?
[AGENT][NEUTRAL] They don't have the address either.
[CUSTOMER][NEUTRAL] have the address here.
[AGENT][NEUTRAL] OK, um, let me.
[CUSTOMER][NEUTRAL] They don't put their Chase JP Morgan Chase Bank NA and that's it.
[AGENT][NEUTRAL] Yeah, just put what you have, um, it doesn't have to be specific, so just put what you have and then um the routing number and account number that you have.
[CUSTOMER][NEUTRAL] Yeah, just put what you have, um, it doesn't have to be specific, so just put what you have and then um the routing number and account number that you have.
[AGENT][NEUTRAL] Yeah, I'm looking at one of my checks. I don't, I don't see an either, so no, it doesn't really have the address. He has my address.
[CUSTOMER][NEUTRAL] Yeah, I'm looking at one of my checks they don't have on there.
[CUSTOMER][NEUTRAL] OK, so I think I have all that done.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And for today's date.
[CUSTOMER][NEUTRAL] OK, and for signature, well how do you do that?
[AGENT][NEUTRAL] OK, um, do you have an electronic signature or you don't like, um,
[CUSTOMER][NEUTRAL] OK, um, do you have an electronic signature or you don't like, um.
[AGENT][NEUTRAL] Adobe or anything like that?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] You don't. Do you have a printer where you can print it out and then scan it in?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] it
[CUSTOMER][NEUTRAL] Boy
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, usually when I.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][POSITIVE] I do the lease and everything it it has it where you can just click on something and then it just finds for you so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know
[CUSTOMER][NEUTRAL] But I don't see that on here cause it's not everything was highlighted for me to type but that part so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, the signature.
[CUSTOMER][NEUTRAL] I think I'm just gonna print.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sorry, go ahead.
[CUSTOMER][NEUTRAL] I may just have to do it over because I, I don't know how to do it, do it, you know, try to get a signature on it unless I have to just print it out and send it in to you all.
[CUSTOMER][NEUTRAL] Because I don't have a fax machine or anything.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Got you, yeah, and, and if you don't have Adobe, it's not gonna let you sign it because that's the only way to sign it is if you have electronic signature.
[CUSTOMER][NEUTRAL] you, you have Adobe not to sign it because that's the only way to find it if you have electronic signature.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, I do apologize. Yeah, I don't see another way. I'm, I'm, I'm in the form right now. Uh, I'm trying to see what I can do. Yeah, we have [PII], so it, you know, it will pull up in our end, but mm.
[CUSTOMER][NEUTRAL] I do apologize, yeah, I don't you know I I'm, I'm, I'm in the form right now.
[CUSTOMER][NEUTRAL] Uh, I'm trying to see what I can do. Yeah, we have, I may have to just go to my sisters, but it's gonna show that it's showing that I'm submitting this claim, the same claim 3 times.
[CUSTOMER][POSITIVE] My sister know how to do all of that. I don't know how to do it, so I can go to her house later on and get it done.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, yeah, if you can do that, it doesn't matter how many times you send it in, we'll just go ahead and ignore the, the rest that it's gonna be a duplicate and we'll go ahead and do the one that needs to be done, OK? Um.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, if you can do that, it doesn't matter how many times you spend a day.
[CUSTOMER][NEUTRAL] OK now do I just have to send the direct deposit authorization in?
[AGENT][NEUTRAL] If you don't have a copy of the check, you can just send that in. If you have a way of scanning a copy of the check and sending that, you can do that, but if you don't, just go ahead and send that information with your signature.
[CUSTOMER][NEUTRAL] If you don't have a copy of the check, you can just send that in. If you have a way of getting a copy of the check and sending that, you can do that, but if you don't just go ahead and send that information with your signature.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I'm just gonna write, I'm just gonna sign it and send it in because what I'm saying, the part that I filled out on the claim, you already have that.
[CUSTOMER][NEUTRAL] I was just trying to get it what the check would be sent.
[CUSTOMER][NEUTRAL] Direct deposit.
[AGENT][NEUTRAL] Yes, yes, the, the claim is, um, the claim is separate from the direct deposit and usually you can do the direct deposit electronically, but in some instances like this one, the routing number will be uh pulling the all the information of the bank and it will not allow you to do it electronically, uh, and that's why you need to send it in writing so we can override it and just put it in manually, um.
[CUSTOMER][NEUTRAL] Yes, yes, the, the claim is, um, the claim is separate from the direct deposit, and usually you can do the direct deposit electronically, but in some instances like this one, the routing number will be, uh, pulling the old information of the bank and it will not allow you to do it electronically, uh, and that's why you need to send it in writing so we can't override it and just put it in manually, um.
[AGENT][NEUTRAL] Yeah, and I, I do apologize, but yeah, I don't see another way of doing it at this point. Uh, uh, it will have to be like this. Um, but yeah, the claim is separate from the direct deposit. If you even send the direct deposit electronically, it's gonna be a a new claim and we'll go ahead and send it to the correct department.
[CUSTOMER][NEUTRAL] I, I do apologize, but yeah, I don't see another way of doing it at this point.
[CUSTOMER][POSITIVE] OK but yeah the claim is separate from the direct deposit if you even send the direct deposit on the is gonna be sending you and we'll go ahead and send it to the correct department. Alright then, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] You're welcome. Is there anything else I can help you with today? No, that's it. Thanks so much. I appreciate.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][POSITIVE] Thank you for calling ATL. bye bye.
[CUSTOMER][POSITIVE] Thank you for calling