AccountId: 011433970860
ContactId: a9c5bc62-9835-493f-9c83-5a3d03280b8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 574650 ms
Total Talk Time (AGENT): 237877 ms
Total Talk Time (CUSTOMER): 178932 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/a9c5bc62-9835-493f-9c83-5a3d03280b8d_20250513T16:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how are you doing this morning, [PII]. This is [PII]. Um, I talked to somebody earlier at the in the claims department, and it was supposed to send me, um, some information, uh, regards to the um the direct deposit form to my email, and I never received it. I, I forgot who I talked to.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, Mr. [PII], so you've called earlier today and someone was to be emailing you a direct deposit form, but you've not received that, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes sir well I can check that for you and help you with this. So first off, Mr. [PII], what is a good call back number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Uh, policy number is 023.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 73131.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, Mr. [PII], one moment please. Let me get your policy information up and I will have to verify your information with you for security, so one moment please.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] All right, so one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so first off, um, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] And how
[AGENT][NEUTRAL] And then also your home mailing address please.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the phone number that you gave me the [PII], is that the best phone number we should have on file for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and the last thing to verify is going to be your email address?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, mister?
[CUSTOMER][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] ER [PII].
[AGENT][NEUTRAL] OK, thank you. All right, one moment please.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] seriously.
[CUSTOMER][POSITIVE] Yeah you will be lucky to provide.
[AGENT][NEUTRAL] OK, so I do see that it does show that it was emailed to you and your email again is [PII] OK, so that's, yeah.
[CUSTOMER][NEGATIVE] No, no, no, no, no, no. No.
[CUSTOMER][NEUTRAL] Is it [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK, so, so they have it we rece it's entered into the system with Mr. spelled out, so that's why you did not receive that. So give me just one moment to get that corrected for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It's our
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] What's that
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] So it's [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, Mr. [PII], yeah, [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] ER [PII]. Yeah, that's it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, so give me a moment and I'm gonna email this to you while we're on the phone with each other to verify that you do receive it so that's why you didn't receive it though your email was incorrect.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] And I wanna ask you another question that I'd be gonna do.
[AGENT][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] OK, so the email that you're gonna receive from me, Mr. [PII] will come from care team at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I am putting APL in your subject line and it also has online service center portal user guide and direct deposit authorization form. did whomever you spoke to a while ago or earlier today mention to you about our portal, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you can set up your profile in our portal and you can add in your direct deposit information there as well.
[AGENT][NEUTRAL] Instead of completing that form, but that's just your preference because if you set up your profile in our portal that's gonna give you access to all of your information online and you can.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Actually upload your claims information directly into the portal for review.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, right.
[AGENT][NEUTRAL] So give that just a minute and you should have that email for me. I don't think that it will go to your junk or spam folder.
[AGENT][NEUTRAL] But if you don't see that in your inbox, do check one of those other folders.
[AGENT][NEUTRAL] And I have sent it.
[CUSTOMER][NEUTRAL] Alright, I'm just waiting for it to pop up this phone I have so, so slow.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, one more, one more thing I wanna ask you. Alright, um, someone I talked to yesterday, but I'm trying to see if I can verify with you. Oh, our claims will be sent out this month on the [PII]. I'm trying to see for for [PII].
[AGENT][NEUTRAL] All disability
[AGENT][NEUTRAL] Yes, sir, all disability claims are processed on or approximately the [PII] of each month.
[CUSTOMER][NEUTRAL] Oh alright, so it's gonna be, so it's gonna be processed and not gonna be sent out on the [PII].
[AGENT][POSITIVE] Correct. Yes, sir.
[CUSTOMER][NEUTRAL] street.
[AGENT][NEUTRAL] Correct, I mean, it will go, it should go through processing on or approximately on the [PII] and then if it, you have your direct deposit information on file, typically that takes approximately 2 to 3 business days.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] To for you to see it in your account and again that a lot of that depends upon your financial institution.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me see so let me check right now, see if it's in there um it's so slow.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEGATIVE] of that crash.
[CUSTOMER][NEUTRAL] Alright, caring probably APL.
[AGENT][NEUTRAL] Yes, sir. Uh-huh, that's it. And you'll have 2 attachments on that email.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Oh, well, you're very welcome. And so again, I'm sorry you didn't get the first one, but they did. They had mister spelled out instead of just abbreviated, so.
[CUSTOMER][POSITIVE] All right, I appreciate that so much.
[AGENT][POSITIVE] Oh well, you're very welcome again, is there anything else that I can help you with, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] OK, well then thank you very much for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Bye-bye.