AccountId: 011433970860
ContactId: 91a073cc-2520-4148-b0b5-954096312bf4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323200 ms
Total Talk Time (AGENT): 81369 ms
Total Talk Time (CUSTOMER): 162460 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/91a073cc-2520-4148-b0b5-954096312bf4_20250318T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, this is [PII]. Uh, I'm, uh, in, in the middle of filing a claim.
[CUSTOMER][NEUTRAL] Uh, the, uh, policy number is 0255.
[CUSTOMER][NEUTRAL] 1388.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, date of birth [PII].
[CUSTOMER][NEUTRAL] Uh, address is [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII]. How can I help today?
[CUSTOMER][NEGATIVE] Uh, we, uh, we were lacking, uh, the, uh.
[CUSTOMER][NEUTRAL] The diagnosis diagnosis code. I just need one of them.
[CUSTOMER][NEUTRAL] Uh, the diagnosis codes for the, uh, hospital indemnity claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I had uh, uh, just left the hospital. We just, uh, faxed that over and I'm also trying to get the, uh, direct deposit set up on it.
[CUSTOMER][NEUTRAL] Uh, I have a, uh, voided check, uh, right here that I'm actually at the bank right now, uh, receiving the voided check.
[CUSTOMER][NEGATIVE] Uh, is there any way that I can get it faxed to you that way you, uh, can, uh, immediately file it? Because last time I tried to do it, and, uh, evidently they lost the check or something and they couldn't do it, and they had to wait forever and a day to get the, uh, the check in the mail.
[AGENT][NEUTRAL] Um, yeah, so I mean, if you wanna do direct deposit, you don't even need the check. Um, we can, we have like a form that you just fill out and all you have to do is fill it out and then get it back to us and you can fax it or mail it either way.
[CUSTOMER][NEUTRAL] Uh yeah, well, the, uh, the, the forms, uh, had, had the, uh, uh, needing a voided check on it. That, that's the reason why I come over here for it.
[AGENT][NEUTRAL] OK, let me see here.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][POSITIVE] Yeah, I, I got a direct deposit form right here too.
[CUSTOMER][NEUTRAL] But I, I don't, I don't think it's uh it's, it's not from y'all, it's from my bank. It's got the account number, uh, checking, all that stuff, and the voided check, uh, on the side of it.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK. Yes.
[CUSTOMER][NEUTRAL] Or do I need to fill y'all's up?
[AGENT][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] It would be, yeah, our form for authorization for the direct deposit, we would need that filled out. I can email it to you if that's OK.
[CUSTOMER][NEUTRAL] Uh, every, uh, everything through email has got a, uh, a lock on it where I can't, uh, send it to, uh, a, uh, uh.
[CUSTOMER][NEUTRAL] A printer or anything like that. I can't send it to somebody to have it printed. I, I, I went through this last time. Uh, the, the best thing I've uh been able to do and try was, uh, faxing.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Would there be any way I can get them to fax uh their form over here?
[CUSTOMER][NEUTRAL] And uh fill it out and send it back or not?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, I mean, the
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Only other way you know you can get it, you can get the form off of our website it is there.
[CUSTOMER][NEUTRAL] You don't have a fax, OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, say it again.
[AGENT][NEUTRAL] Um, I was gonna say the other way to get the form would be from our website. There is, uh, the forms are located on our website for you to download there if you're not able to get them from your email.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Uh, uh.
[CUSTOMER][NEUTRAL] So I I wouldn't be able to accept my, uh my bank's direct deposit sign form?
[CUSTOMER][NEGATIVE] I don't know why they're trying to get me to sign up. I already have the direct deposit from my check anyway.
[CUSTOMER][NEUTRAL] Uh, yeah, um.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, would I be able to fill it out and, and sign up an email and, and be able to send it back?
[AGENT][NEUTRAL] Yeah, you should be able to fill it out and send it back. We, it has to be sent back either in the US postal mail or fax. We don't accept any sort of claim or this type of information via email because it's not secure enough.
[CUSTOMER][NEUTRAL] Right, that, that see that that's, that was the issue that I, that, that I was having. Uh, all right, well, let me, let me get to a location where I can, uh, and that I can use a fax machine and then I will, uh, give you a call back.
[AGENT][NEUTRAL] OK, not a problem, Mr. [PII]. Is there anything else?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you.
[AGENT][NEUTRAL] All right, uh-huh, bye-bye.