AccountId: 011433970860
ContactId: 8e05c322-6c4e-43e7-bffb-84cffd9ac966
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226229 ms
Total Talk Time (AGENT): 68255 ms
Total Talk Time (CUSTOMER): 50814 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/8e05c322-6c4e-43e7-bffb-84cffd9ac966_20250515T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] OK, uh, nice [PII] there.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Like, I try to see, uh, I try to set up a direct deposit.
[CUSTOMER][NEGATIVE] On the on the uh on the app but what wouldn't go through.
[AGENT][NEUTRAL] OK. Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Alright, so 025.
[CUSTOMER][NEUTRAL] 87432.
[AGENT][NEUTRAL] OK. Um, can I get your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a good callback number, Mr. [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just need to verify your address and your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're wanting to set up your direct deposits, is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Where is the reliable.
[AGENT][NEUTRAL] Um, let's see, so.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Are you, um, on our site on a laptop or computer?
[CUSTOMER][NEUTRAL] Oh, going on my phone.
[AGENT][NEGATIVE] Um, it won't work on your phone.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It has to be on, yeah, it has to be on a laptop or a computer, so, um, if you have access to that, you should be able to set it up from there.
[CUSTOMER][NEUTRAL] I do on a laptop.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, yeah, I got access to that.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Yeah I check on my claim.
[AGENT][NEUTRAL] Sure, um, let's see.
[AGENT][NEUTRAL] And do you know what date of service it was for?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, I show we received a claim for that and we were requesting medical records.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Um, I don't show that we've received anything yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So once those are received we can continue considering the claim.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] And is there anything else I can check on?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good afternoon.