AccountId: 011433970860
ContactId: 87957634-dfdd-455d-a940-8b388dd5bcd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450380 ms
Total Talk Time (AGENT): 103669 ms
Total Talk Time (CUSTOMER): 140394 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/87957634-dfdd-455d-a940-8b388dd5bcd5_20250114T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII], and I was calling to uh ask a couple of questions about, um, direct deposit, my direct deposit.
[AGENT][NEUTRAL] OK, and you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, uh, I don't, uh, can we use my social? I never have it.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your social?
[CUSTOMER][POSITIVE] I've got you when you ready.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, I lose you? Oh.
[AGENT][NEUTRAL] Yeah, I'm still here. I'm looking up, yeah, I'm looking, I'm looking up your information.
[CUSTOMER][NEUTRAL] You still there? Oh, OK, I'm sorry.
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Sorry, I thought I lost you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, I'm almost there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it a disability policy that you have, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, verify your date of birth and your complete mailing address for me.
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[AGENT][NEUTRAL] And your email address on file?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. Did you want to write down your policy number or you just don't have it available? You have it, but not with you?
[CUSTOMER][NEGATIVE] I, I, I could get it off the app. Yeah, I could get it off the app. I don't know why I don't do that.
[AGENT][NEUTRAL] OK. Yup, got it, got it.
[AGENT][NEUTRAL] All right, and you're calling about, you said your direct deposit?
[CUSTOMER][NEUTRAL] Yeah, if I, I had y'all send me a form to send back to change my direct deposit.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] If, if, if I did that today it'd be too late for this month, huh?
[AGENT][NEUTRAL] Let me see, so we received a claim on the [PII]. We processed it already on the [PII]. That was yesterday.
[AGENT][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] Um, I think you're waiting on one for my doctor though, so that might give me more time.
[AGENT][NEUTRAL] We are, it will, it will, so we'll have to get that, the one from your doctor before we release another benefit.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Right, OK, they, they were supposed to, they should be sending that today.
[AGENT][NEUTRAL] Who's sending it?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Um, the doctor's office.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, uh, advanced orthopedics in, in Lake Charles.
[AGENT][NEUTRAL] Let's see, give me a second.
[AGENT][NEUTRAL] And are you staying with the same bank but just changing your account number?
[CUSTOMER][NEUTRAL] Yeah, um, yeah, yeah.
[CUSTOMER][NEUTRAL] I was gonna move it from my checking into my savings. I was gonna keep the same routing number.
[CUSTOMER][NEUTRAL] But if I send that form back to you to change it.
[AGENT][POSITIVE] It can get done pretty quick. You can email it.
[CUSTOMER][NEUTRAL] Can I email it or fax it?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, cool.
[AGENT][NEUTRAL] You have our email address to send it to?
[CUSTOMER][NEUTRAL] Yes, ma'am, I think so. Um, it's on the uh on the app site, on the uh website.
[AGENT][NEUTRAL] Uh, you want to send it to?
[CUSTOMER][NEUTRAL] If not, I could run.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hang on, yeah, let me grab.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You see 1000 pins laying around till you need one.
[AGENT][POSITIVE] Exactly.
[AGENT][POSITIVE] That is so true.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] A [PII] that, OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And the word [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK, [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, got it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, and then like I say, my doctor's is gonna be late, so, so that'll push mine back anyway, so, so it'll probably be OK by then.
[AGENT][NEUTRAL] Right, do you, how soon are you able to get us the information?
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][NEGATIVE] They should be sending it. They was, they should have faxed it um yesterday but.
[AGENT][NEUTRAL] Well, I'm talking about your your direct deposit information.
[CUSTOMER][NEUTRAL] Oh, today, here, here in a few, a couple of hours maybe.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh, OK, that's good. OK.
[CUSTOMER][POSITIVE] OK, that makes it easier since I can just email it.
[AGENT][POSITIVE] Yes, it's quicker. Mhm.
[CUSTOMER][POSITIVE] OK, yeah, that'll work. OK, uh, I appreciate you young lady, you've been very helpful.
[AGENT][NEUTRAL] Uh, you're welcome, [PII]. Any other questions we can help with?
[CUSTOMER][NEUTRAL] As always,
[CUSTOMER][POSITIVE] I'm good thank you.
[AGENT][POSITIVE] Alrighty, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.