AccountId: 011433970860
ContactId: 865e9401-76d8-4687-bb50-b0ebd3a28ed6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359209 ms
Total Talk Time (AGENT): 164887 ms
Total Talk Time (CUSTOMER): 94706 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/865e9401-76d8-4687-bb50-b0ebd3a28ed6_20250305T18:45_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, I was trying to reach a lady by the name of [PII].
[AGENT][NEUTRAL] And may I say who's calling?
[CUSTOMER][NEUTRAL] My name is [PII]. She spoke with my husband, [PII] earlier.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Oh hold on a second let me pull that up. It is 02.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] 02431002
[AGENT][NEUTRAL] OK, what's a good phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] And is she expecting your call?
[CUSTOMER][NEUTRAL] I believe so it's um supposed to supposed to give me some information about setting up a direct deposit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so now since [PII] is the policy holder and you're not on the plan, we will need his permission to speak with you.
[CUSTOMER][NEUTRAL] He, he gave it to her. He said he's already give me, give them the permission.
[AGENT][NEUTRAL] Yeah, we, we.
[AGENT][NEUTRAL] Yeah, we have to do it each call um.
[AGENT][NEUTRAL] Each time you call or he can complete an an authorization form.
[AGENT][NEUTRAL] Uh, so that we can put it in his file in the case that you do call, we can just use that authorization uh uh form, but each time you call we have to get a verbal consent from him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I mean, is he available?
[CUSTOMER][NEUTRAL] Uh, he should be. Do you want me to try to call or does he need to call up there?
[AGENT][NEUTRAL] Yeah, he'll contact us to give us permission to you [PII] and um you may wanna ask him too if he wants to email him the authorization form.
[CUSTOMER][NEUTRAL] But he had told me earlier when he wanted me to call her that he had, he had already give them.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Give permission for me to call up there so because I think she leaves at one.
[AGENT][NEUTRAL] Yeah, we have to we have to get permission each time you call so so if you call.
[CUSTOMER][NEUTRAL] This is the first time I've called though.
[AGENT][NEUTRAL] I know it, but each time you or he call, well not him because he's a policy holder, but each time you call, if I talk to you now we disconnect, you call back, we still need to get his consent each time you call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So he can call us um and if if he wants us to send him the authorization form, we can do that.
[AGENT][NEUTRAL] Uh, whenever he calls back.
[CUSTOMER][NEUTRAL] OK. Let me.
[CUSTOMER][NEGATIVE] Let me call him and get him to call up there and get her to call me or something because I'm trying to work and I'm trying to get this done because he don't know how to set up the direct deposit that's why I'm calling.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, so let me look at the previous call.
[AGENT][NEUTRAL] Because she would have sent him a form to complete.
[AGENT][NEUTRAL] For direct deposit.
[CUSTOMER][NEGATIVE] He don't know how to do, yeah, he don't know how to do all of.
[AGENT][NEUTRAL] Do you have
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's why he wanted me to call so she could give me the information so he could, he don't have his routing number and all that stuff so we could do it tonight once I got home.
[AGENT][NEUTRAL] OK, did he receive the form? Do you know if he received the form?
[CUSTOMER][NEGATIVE] I doubt it because he don't know, he don't know how to, he can, he's got email. he's just not, he's not tech savvy. He's not.
[AGENT][NEUTRAL] I got it
[AGENT][NEUTRAL] Yeah, I understand.
[AGENT][NEUTRAL] Let me see, let me see do do do do do do do do.
[CUSTOMER][NEUTRAL] And I handle most of his stuff anyway. It just goes to him straight to me.
[AGENT][POSITIVE] Right, I get it. I get it.
[AGENT][NEUTRAL] My husband is the same way sometimes, rather me handle it. Let me see.
[AGENT][NEUTRAL] I see where he did give you verbal. Let's see, OK.
[AGENT][NEUTRAL] OK, so if you can get um [PII] to call us back um you can ask for me or anyone in the care team can help and we can assist with that. It's just a matter of emailing him a copy of a direct deposit authorization form and it requires his name of course the bank name, the address, the routing, the checking that information on that form and his signature so it's pretty simple.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so have him call back up there?
[AGENT][NEUTRAL] If you would, and at the same time while we have him we can email him an authorization to disclose information or for you to talk to us regarding his file and it's just a security thing it's a HIPAA thing because you're not listed on the account we don't mind doing it but we we need to get his permission to do so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, I'll have him give you all a call, I call him real quick.
[AGENT][POSITIVE] OK. All righty.
[CUSTOMER][NEUTRAL] I you
[AGENT][POSITIVE] Alrighty [PII], if no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.