AccountId: 011433970860
ContactId: a6691c6a-38bb-4f7f-9adc-f23e883d3f5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225729 ms
Total Talk Time (AGENT): 118071 ms
Total Talk Time (CUSTOMER): 92302 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/a6691c6a-38bb-4f7f-9adc-f23e883d3f5f_20250318T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I am calling on behalf of the agent's office to assist.
[AGENT][NEUTRAL] Hi, [PII]. I know who you are. [PII]. It's been a while since we've spoken. How are you doing?
[CUSTOMER][NEUTRAL] Hi, how are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I'm doing good, [PII]. What's that callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I should let you finish, but I was just so excited to hear from you.
[CUSTOMER][NEUTRAL] I know it has been a while.
[AGENT][NEUTRAL] What you got for me today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I was just calling to um I got an email from an employee asking why they started receiving paper checks when they're set up for direct deposit for their claim payments.
[AGENT][POSITIVE] I'll be happy to check that for you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I'm not sure which claim he filed under. I believe he did it himself, uh, but one of his policy numbers is 2271314.
[AGENT][NEUTRAL] Let's take a look. And what was his name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like on his hospital internity policy, his direct deposit is active. Let me check these others just to see.
[AGENT][NEUTRAL] It's not gonna be live. Let's check the accident policy.
[AGENT][POSITIVE] That is very interesting.
[AGENT][NEUTRAL] So his direct deposit was not set up under his accident policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But we can
[AGENT][NEUTRAL] We can fix that as, as long as it's correct.
[CUSTOMER][NEUTRAL] Yeah, it would be the same information.
[AGENT][NEUTRAL] For his.
[AGENT][NEGATIVE] I'll just go ahead and activate that. You you don't happen to have the last four of his account, bank account just to verify it? I hate to.
[CUSTOMER][NEUTRAL] That's in his
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEGATIVE] Pretty sure it's gonna be the same, but I hate to set it up without just verifying, you know what I'm saying.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] What we have on file here.
[AGENT][NEUTRAL] Well, you know what, [PII], if you can get him to verify his, uh, the last 4 of his account.
[AGENT][NEUTRAL] And routing number would, you know, since we've got it just the last 4 [PII] and you can email us to add and I can give you his accident policy number.
[AGENT][NEUTRAL] If you wanna just email that information to the care team.
[CUSTOMER][NEUTRAL] OK, yeah, I have his um.
[CUSTOMER][NEUTRAL] Sorry, I was just trying to look it up. I have his accident number, so I would just email that to the care team stating we just needed to get direct deposit set up for the account. I'm just confirming the last 4 of his account number and the routing number.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, and if you want to put that um uh
[AGENT][NEUTRAL] Policy 2271314 has direct deposit information.
[AGENT][NEUTRAL] Can be found
[AGENT][NEUTRAL] Because that's where I found it was on his HI policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good. I will go ahead and get that confirmed.
[AGENT][NEUTRAL] And then that way you'll
[AGENT][NEUTRAL] Yeah, and that way you'll get that reply that it's been added.
[CUSTOMER][POSITIVE] Perfect, thank you so much. I appreciate it.
[AGENT][POSITIVE] It's such a pleasure to talk to you again. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Uh, nope, that was it.
[AGENT][POSITIVE] Well thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you bye bye.