AccountId: 011433970860
ContactId: 8abcccb4-299e-4af6-a9e9-a2c95e686041
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 931169 ms
Total Talk Time (AGENT): 132328 ms
Total Talk Time (CUSTOMER): 188747 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/8abcccb4-299e-4af6-a9e9-a2c95e686041_20250520T21:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I have um.
[CUSTOMER][NEUTRAL] An accident and two cancer policies with APL.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And um I would like, I just submitted a claim for my accident policy. Is it possible to set up auto auto deposit?
[AGENT][NEUTRAL] Oh OK. Um, yeah, for direct deposit. Mhm.
[CUSTOMER][NEUTRAL] Where it's auto OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, yes. Um, let me have, um, a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] 61, excuse me, 718284.
[AGENT][NEUTRAL] OK, Miss [PII].
[CUSTOMER][NEUTRAL] And do you want me to give you all my policy numbers just to have on record?
[AGENT][NEUTRAL] Um, no, one I can pull all of that, bear with me.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] May I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Email, excuse me, the address is [PII].
[CUSTOMER][NEUTRAL] And my personal email is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] All right. And um let's see. Have you registered online or no?
[CUSTOMER][NEUTRAL] Um, actually, um, I, no, I have not.
[AGENT][NEUTRAL] Yeah, OK, it's fine. Um, let's see.
[AGENT][NEUTRAL] OK. So to add direct deposit, there's two options. Um, option number one is through the website. If you register, you can go ahead and do it electronically. Um, if you have not registered online and you don't want to create an account, then we have a direct deposit form. I can go ahead and send that out to you to your email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, alright, if and, and let me give, um, let me give you my work email if that's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Believe it or not, when I get home from work, last thing I wanna do is get on the computer or check emails.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I know.
[AGENT][POSITIVE] I know, trust me, I'm the same way.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Do you mind holding for me? I'm just gonna go ahead and send this out to you really quick, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. Um, do you wanna check and see if you got it?
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Oh, I'm sorry, let me, I was multitasking.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's OK, I understand.
[CUSTOMER][NEUTRAL] I was actually reading my cancer policy. I've had it so long, um, let me see.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And it's coming from.
[CUSTOMER][NEUTRAL] What is your email?
[AGENT][NEUTRAL] Care team at [PII].
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEGATIVE] Spam.
[CUSTOMER][NEUTRAL] OK, so I have an AOL account. I think it's telling me I need to get rid of this one.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] I haven't been getting my emails.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Let's see there spam.
[CUSTOMER][NEUTRAL] OK, I don't see it. Can you send it to my company email?
[AGENT][NEUTRAL] OK, yes, I can do that. Um, let me see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Oh, I did it to your company email. You, you told me to to send it to your company email.
[CUSTOMER][NEUTRAL] OK, all male.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] And it went to [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't see it all mail.
[CUSTOMER][NEGATIVE] Trash.
[CUSTOMER][NEGATIVE] Spam
[CUSTOMER][NEUTRAL] No, I don't have it.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And it's OK.
[CUSTOMER][NEGATIVE] That ads really messes people up. [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes. Um, do you want me to go ahead and send it to your AOL as well or no?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I tell you what, let me ask you something, can I get it from the website, the form?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah. Yes, you can. Mhm. Yeah, I.
[CUSTOMER][NEUTRAL] Let me try, let me try that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because it's um time for me to log out and get out of the building so I'll work on that tomorrow OK?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much I appreciate your help and time with this.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it, thank you, ma'am, OK.
[AGENT][POSITIVE] OK. You're welcome. Have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.