AccountId: 011433970860
ContactId: 6a616a65-2da6-4a45-9624-46c31c108830
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128970 ms
Total Talk Time (AGENT): 66003 ms
Total Talk Time (CUSTOMER): 47329 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/6a616a65-2da6-4a45-9624-46c31c108830_20250107T19:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I mean, I need to talk to someone about I'm trying to put in a automatic deposit to my checking account so when the check come it would come to directly to my bank, but when I put my routing number and it automatically populates a bank name and it's not the bank that I bank at.
[AGENT][NEUTRAL] OK, yeah, I apologize for the confusion on that. That's kind of a known issue on the site, but sometimes the Federal Reserve doesn't always update all the companies and the ACH banks. So just make sure that you're verifying that you have the correct routing and bank number and your direct deposit will process with no errors.
[CUSTOMER][NEUTRAL] OK, well can you check to see if it's already, um, if my account's already set up for automatic deposits?
[AGENT][POSITIVE] Yeah, absolutely. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh huh it's 00596422.
[AGENT][POSITIVE] Alright, thank you so much. Give me just one second here, I'll pull this up.
[AGENT][NEUTRAL] And then just for verification, I will need to get your name and date of birth, please.
[CUSTOMER][NEUTRAL] OK, my mom's uh name is [PII]. Date of birth is uh uh [PII]. I'm [PII]. I'm the power of attorney that's on file.
[AGENT][NEUTRAL] All right, thank you, [PII]. And the address um is still the [PII]? OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Alright, let's see here.
[AGENT][NEUTRAL] OK, so it looks like we do have a bank on file. It looks like the account number ends in [PII].
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][NEUTRAL] OK, yeah. So.
[CUSTOMER][NEUTRAL] OK, I'm not gonna mess it again.
[AGENT][POSITIVE] Yeah, no, you should be all set. Anything else I can do for you?
[CUSTOMER][POSITIVE] That's it I appreciate your help thank you.
[AGENT][POSITIVE] My, my pleasure. Have a great day, [PII].