AccountId: 011433970860
ContactId: 6f72fc21-aed2-4ff8-bd45-3ec74f38dcb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303140 ms
Total Talk Time (AGENT): 154645 ms
Total Talk Time (CUSTOMER): 120819 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/6f72fc21-aed2-4ff8-bd45-3ec74f38dcb1_20250312T14:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII] customer service.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I've got
[CUSTOMER][NEUTRAL] Hey, check your work day, your bonuses in there just say.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, um, also I've got Miss [PII] on the phone, [PII]. Her policy number is 21,990.
[CUSTOMER][NEGATIVE] And she is calling because she received a letter stating that her direct deposit um came back because her information is wrong.
[AGENT][NEUTRAL] OK, uh, give me that policy number one more time, [PII], you were kinda cutting out.
[CUSTOMER][NEGATIVE] Yeah, my phone is acting stupid. It's 257-1990.
[AGENT][NEUTRAL] Alright, 257-1990.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is her uh callback number the same that's on the screen?
[CUSTOMER][NEUTRAL] Yes, ma'am, it is.
[AGENT][NEUTRAL] All righty. And you verified all of your information?
[CUSTOMER][NEUTRAL] I did.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Oh well I see why her direct deposit would come back. There's an equal sign in the middle of her account number.
[CUSTOMER][NEUTRAL] Has that equal, yeah.
[CUSTOMER][NEUTRAL] Yeah, I saw that.
[AGENT][NEUTRAL] OK. All right. Uh, go ahead and patch you through and I'm gonna see if I can pull up her original form that she filled out for the deposit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'll go ahead and put her through. Thanks, ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] It's weird.
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][POSITIVE] I am good how are you?
[AGENT][POSITIVE] I am good. Thank you so much for asking. Uh, so Ms. [PII] was telling me that you got
[AGENT][NEUTRAL] I noticed that your direct deposit was returned due to your account information.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Let me take a look. Hold on just a second for me.
[CUSTOMER][NEUTRAL] See, it would have been.
[AGENT][NEUTRAL] Did you send in a form that you filled out or did you do it on the online service center?
[CUSTOMER][NEUTRAL] I, I might have done it online, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause I was looking for the original form in your um file and I don't see it, so I think you probably did um and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was returned because the um account number that where you're showing has an equal sign in it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, and I guess I was trying to send it to the savings account, so maybe I'll just um send it to the um checking instead um they sent me another form to fill out for the um direct deposit. I can fill this out and send it back to the email it was sent to the [PII], OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, well, I'll go ahead and fill that out. I just don't know my um policy number.
[AGENT][NEUTRAL] OK, uh, I can give that to you, Ms. [PII]. Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, it is 02.
[AGENT][NEUTRAL] 57.
[AGENT][NEUTRAL] 19.
[AGENT][NEUTRAL] 90.
[CUSTOMER][NEUTRAL] OK, so that's 02571990.
[AGENT][NEUTRAL] Yes ma'am and actually um send it, send the email to the care team instead of directly back to [PII] um because this will need to go to the claims department so they can redo your um direct deposit so she put that in the email uh it's [PII]. Do you see that? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, mhm, I'll send it directly there.
[AGENT][NEUTRAL] Yeah, so just fill it out and send it to that.
[CUSTOMER][NEUTRAL] OK, will do.
[AGENT][NEUTRAL] All right, Ms. [PII], was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] Um, no, that was it. I'll get this done today.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alright, no problem. Well, thank you so much for choosing APL, and I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.