AccountId: 011433970860
ContactId: 61035d79-9e1e-4dbd-8239-502b314a7426
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 875150 ms
Total Talk Time (AGENT): 115208 ms
Total Talk Time (CUSTOMER): 231248 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/61035d79-9e1e-4dbd-8239-502b314a7426_20250317T17:24_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] [PII], I filled out a form online, um, last Thursday, and I'm trying to see did you all get it.
[CUSTOMER][NEUTRAL] And I was trying to fill out the direct it was on a claim and I was doing the de direct deposit so it could just be deposited in my check but it wouldn't let me put the bank information in.
[AGENT][POSITIVE] OK, I'd be happy to assist with your account. May I have your policy number please?
[CUSTOMER][NEUTRAL] 4852882
[AGENT][NEUTRAL] And if you can please verify your full name, date of birth, and email address.
[CUSTOMER][NEUTRAL] [PII] [PII] you say uh my email address [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] What was that date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, can I have that policy number again, please?
[CUSTOMER][NEUTRAL] 4852882
[AGENT][NEUTRAL] I don't see where the direct deposit was updated. How when when did you send it over?
[CUSTOMER][NEUTRAL] The claim
[CUSTOMER][NEUTRAL] Did you all get the claim?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] you didn't get it. I feel not a lot.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Because I was on the phone with the young lady and she was telling me what to do and I did it.
[AGENT][NEUTRAL] How, how, when did you send it?
[CUSTOMER][NEUTRAL] Thursday I did it I did it online.
[AGENT][NEUTRAL] OK, Thursday, Friday, um.
[AGENT][NEUTRAL] Yeah, I'm not seeing anything.
[CUSTOMER][NEUTRAL] You know, uh, no type of claim that I had from that's been submitted by me.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Mhm. OK. Give me that website again to go to.
[AGENT][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm hitting claims and forms so I don't, OK, I think I got a stroll down.
[CUSTOMER][NEUTRAL] OK, so I'm doing the um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're logged in to the.
[CUSTOMER][NEUTRAL] What was that
[CUSTOMER][NEUTRAL] I'm logging in now because I had a code and not not and I'm trying to see what form do I fill out.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What form do I do fill out?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it the critical
[AGENT][NEUTRAL] What are you falling for?
[CUSTOMER][NEUTRAL] Accident claim.
[CUSTOMER][NEUTRAL] Uh, I went to the doctor. I had a colonoscopy done 3 weeks ago.
[CUSTOMER][NEUTRAL] And she told me that I can file it.
[AGENT][NEUTRAL] So, wellness, let me see, I believe there should be a wellness claim.
[CUSTOMER][NEUTRAL] Yeah, wellness, I think that's what she said Wellness like.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Mm, I see the form, but I, I hate it where I had um.
[CUSTOMER][NEUTRAL] Filled it out online.
[CUSTOMER][NEUTRAL] So where do I go to to get it where I can feel that I'm online?
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yes, right here.
[AGENT][NEUTRAL] Do you see the wellness claim form?
[CUSTOMER][NEUTRAL] What's that name.
[CUSTOMER][NEUTRAL] when I come back OK.
[CUSTOMER][NEUTRAL] OK, let me see. I saw one that I can print out, but I'm trying to go in and do it online.
[CUSTOMER][NEUTRAL] Uh, I'm, so it says I'm, I'm where I'm supposed to be it say file a wellness claim. That's what I did the other day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't see a claim has been filed.
[CUSTOMER][NEUTRAL] I'm putting the information in.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, do you mind holding for me a moment please? Let me get someone, um, from the department to assist.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, thank you so much for your patience.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so you're under the, um, you're, you're logged into your account and you see where it says file wellness, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, now is it asking you to put in um what type of.
[AGENT][NEUTRAL] Tests you had done and the date?
[CUSTOMER][NEUTRAL] Yeah, I did all of that.
[CUSTOMER][NEUTRAL] I'm trying to sign with my.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Cause they say sign with your mouth.
[CUSTOMER][NEUTRAL] I filled it out again.
[CUSTOMER][NEUTRAL] And I said with my mouth.
[CUSTOMER][NEUTRAL] And it says save, I'm saving it. Then it says file a claim. I guess I didn't do that. I didn't file. I filled out everything, but I didn't go all the way down to the bottom so I can file the claim. That's what happened.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So I'm submitting it now.
[CUSTOMER][NEUTRAL] I see so
[CUSTOMER][NEUTRAL] But when I went to put in the information for the bank.
[CUSTOMER][NEUTRAL] I was trying to put in JP Morgan and Chase, but it won't let you put it in. Bank one automatically pops up.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] I believe you have to complete a form.
[AGENT][NEUTRAL] To have the um.
[AGENT][NEUTRAL] The bank updated the.
[CUSTOMER][NEUTRAL] Uh, I was completing the form online.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It wouldn't let me type in JP Morgan. That's what I'm saying, Chase. Every time I try to take in the bank, my bank, Bank one would pop up.
[CUSTOMER][NEUTRAL] That's what I'm saying. It wouldn't let me complete the information for the direct deposit.
[AGENT][NEUTRAL] OK, let me get someone from customer service to assist us. One moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] F.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Um, hi [PII]. I have a customer that's having a problem, um, completing the direct deposit.
[AGENT][NEUTRAL] On the OSC?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, what's the um policy number?
[AGENT][NEUTRAL] Um, policy number is 00704880.
[CUSTOMER][POSITIVE] OK, I'm going to see what I can do to help her. What did she say what her problem was?
[AGENT][NEUTRAL] She said when she tries to put type in her bank, it automatically populates bank one. It's like it's not letting her put the bank's name.
[CUSTOMER][NEUTRAL] It's not going to because it's reading our system and it's probably an old record we have so.
[CUSTOMER][NEUTRAL] It's probably the right bank. It's just, it was in somewhere on the line, it was merged or something, and the name changed, but the routing number should be sufficient. Um, did you verify everything?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, what's your call back?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alright, I'm ready thank you.
[AGENT][NEUTRAL] OK, one moment.