AccountId: 011433970860
ContactId: 48deb0db-d8d6-4893-9c2e-440e22497d0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160460 ms
Total Talk Time (AGENT): 52233 ms
Total Talk Time (CUSTOMER): 72466 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/48deb0db-d8d6-4893-9c2e-440e22497d0c_20250214T13:19_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, this is [PII]. I'm calling from a provider's office. Can you direct me unless you know that'd be super we received paper checks and I'm calling to see if we can convert those to direct deposit EFT. Do you know where I need to go to do that?
[AGENT][NEUTRAL] Um, possibly to the customer service department. Do you have a policy number that I could look up for you?
[CUSTOMER][NEUTRAL] No, the girls just sent me images of the checks going, hey, we're still getting paper checks on these can you call and see if we can convert them? So yeah, no, because I was looking for like a provider services provider relations finance department there wasn't anything like that through the automated.
[AGENT][NEUTRAL] OK. One moment, [PII]. Let's see if I can find someone that could further assist you. Um, could I get a good callback number just in case we're disconnected?
[CUSTOMER][POSITIVE] Oh thank you that's so good. Yes, it's thank you. I mean, do you know many people would have just hung up on me already like, yeah, I can't help you sister, but thank you. My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII] direct line do you want the tax ID or anything?
[AGENT][NEUTRAL] Um, no, ma'am.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII] in the claims department.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I have a provider on the line and she wants to know, um, who would she would need to speak with. She wanna get her, um, claim payments converted from checks to direct deposit.
[CUSTOMER][NEUTRAL] And this is a provider?
[AGENT][NEUTRAL] Yeah, this is someone calling from the provider's office.
[CUSTOMER][NEUTRAL] Can they do that?
[AGENT][NEUTRAL] I don't know. That's why I'm asking customer service, um.
[CUSTOMER][NEUTRAL] Yeah, uh, I don't know. Uh, we don't have anything to do with that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With providers um.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] OK. Well, I'll call around and see if I can find someone to further assist. All right, I appreciate it.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Mhm. Thanks.
[CUSTOMER][NEUTRAL] Mm