AccountId: 011433970860
ContactId: 4e8452fa-7ea7-4936-ba63-3f5fca58f140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218759 ms
Total Talk Time (AGENT): 103558 ms
Total Talk Time (CUSTOMER): 72018 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/4e8452fa-7ea7-4936-ba63-3f5fca58f140_20250325T14:05_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], how are you this morning?
[AGENT][POSITIVE] I'm doing well. How are you doing today, sir?
[CUSTOMER][NEUTRAL] I'm just fine. Hey, I'm just checking to make sure that my facts with my direct deposit um.
[CUSTOMER][NEUTRAL] Form got there that's all I got the policy number if you need it, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. What is that, please?
[CUSTOMER][NEUTRAL] 259-639-6
[AGENT][NEUTRAL] OK, and what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me pull up your policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] The address is [PII]. Zip code is [PII]. My telephone number um is [PII]. My email address is [PII].
[AGENT][NEUTRAL] Thank you sir and if we get disconnected, Mr. [PII], is that phone number that you just gave me a good one to call you back on?
[CUSTOMER][NEUTRAL] Yes, I'm, I'm at it 24/7.
[AGENT][NEUTRAL] OK. Thank you, sir. All right. Let me look and see.
[CUSTOMER][NEUTRAL] That's all I'm just checking on that one fax just to make sure it got there because y'all had to send me another form.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, so what I'm gonna need to do, Mr. [PII] is transfer you on over to customer service they received the faxes there and um let them know that you're just checking in on your direct deposit fax to make sure that we receive it. OK, it's gonna be a brief hold while I transfer you on over. You're very welcome, sir. You have a wonderful day and thanks for calling APO.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you, ma'am. Yes, ma'am. Thank you, ma'am. OK.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, good morning, [PII]. This is [PII]. I've got um an insured on the phone. His name is [PII]. Uh, his policy number is 259-6396.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And he is calling um he called several times yesterday too but he's calling because he had to resend his direct deposit um authorization form, and I don't see that it's been applied to his policy yet so I'm just transferring him over to you guys to see if you guys are going to apply that he wants to know if we've received it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, um, you can go ahead and send him over.
[AGENT][POSITIVE] OK, thanks, [PII]. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too.