AccountId: 011433970860
ContactId: 9662c596-8fff-4f69-93ef-e331342f0cd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241320 ms
Total Talk Time (AGENT): 105900 ms
Total Talk Time (CUSTOMER): 134571 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/9662c596-8fff-4f69-93ef-e331342f0cd5_20250224T21:34_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. My name is [PII], and I, um, have an account, uh, with, um, with a cancer uh policy, and I can give you my policy number if you'd like that.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm. Yes, go ahead, Miss [PII]. Miss [PII], I'm sorry.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh, that's right. 1239457.
[AGENT][NEUTRAL] OK. Thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Email is [PII].
[CUSTOMER][NEUTRAL] And um address is [PII].
[AGENT][NEUTRAL] OK. Thank you. And how may I assist you with this policy, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh yes ma'am. Uh, I wanted to uh set up the automatic payment into my account instead of you sending a check to me, but when I went in to put my account and my routing number.
[CUSTOMER][NEUTRAL] Uh, a different bank came up to my bank Capital One. It came up indirect. Now, I, I called Capital One and they said they used to be part of indirect. Is it, is it because y'all haven't updated y'all's website lately or something? Why, it still comes up indirect.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] Um, yeah, that means that it's still in uh basically the routing number is.
[AGENT][NEUTRAL] Is showing that information. So, um, whenever, even if you put that routing number in the website, it's gonna come up with that information because um it it used to be that. So in order for us to change that, um, the best thing is to send in the direct deposit claim form.
[AGENT][NEUTRAL] So we can go ahead and do it manually because um electronically it's just gonna pull that information and we cannot change it.
[CUSTOMER][NEUTRAL] So how do I do that? How do I get a direct deposit claim form?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, you can go to our website, to our regular website, the [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK, and the claims and forms. Mhm.
[CUSTOMER][NEUTRAL] I've got an account.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And and what do I need? What's the name of this form again I need?
[AGENT][NEUTRAL] Direct deposit.
[CUSTOMER][NEUTRAL] I need a direct deposit form and then what do I once I fill it out, what do I do?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You can upload it. Um, once you fill it out, you can upload it to your account if you have a register, um, you can just go ahead and upload it or you can send it by fax or mail.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. All right, but I need the uh automatic deposit claim form, right?
[AGENT][NEUTRAL] It's gonna it it's gonna be direct deposit form. So if, if you go to our website, mhm.
[CUSTOMER][POSITIVE] I mean, oh, direct deposit. I'll write that down so I don't forget. Uh, direct deposit. OK. All right, I'll do that because, uh, I don't know why it's still coming up with that old thing, but, um, and I'll fill the direct deposit and then upload it to you. OK, thank you so much, ma'am. Thank you for your help. Bye.
[AGENT][NEUTRAL] Yes. Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm no.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that's all today. Thank you.
[AGENT][POSITIVE] Mm. You're welcome. Have a good afternoon, Ms. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you, bye.