AccountId: 011433970860
ContactId: b12125fc-361f-4928-b50d-399248001f45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282600 ms
Total Talk Time (AGENT): 127107 ms
Total Talk Time (CUSTOMER): 130430 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/b12125fc-361f-4928-b50d-399248001f45_20250324T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you this morning?
[AGENT][POSITIVE] I am doing good. How are you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, this is this is [PII]. I called earlier this morning. Um, I was sent a form, an APL form about direct deposit, and on the form it asked for an account number and a routing number that I didn't have earlier when I called. Now it sent me back an email saying they can't view it because of that fact. What am I doing wrong?
[AGENT][NEUTRAL] OK, sir. um, Mr. [PII], can you give me your policy number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, 259.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 639 6
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEGATIVE] And it wouldn't allow me to sign the form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with your questions about the form. Um, first, I'll need to verify your policy for you again, sir. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]. The phone number is area code [PII]. My email is [PII].
[AGENT][NEUTRAL] OK thank you sir. OK, so let me make sure I've got this correct you received a new form to fill out that had your routing number space in there because before it didn't and it's not letting you send it to us.
[CUSTOMER][NEGATIVE] No, uh, uh, no.
[CUSTOMER][NEUTRAL] No, what I'm saying is the form that my job gave me didn't have a routing number on it, so APL sent me a new form that asks for an account number and a routing number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I filled out the form, put in the account number and routing number, but it would not allow me to sign the form. Now it's saying it can't they sent me another email saying they can't view the form because the account number showed up on it. It's a security call something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so let's do this, um,
[AGENT][NEUTRAL] If you can't sign the form that was sent to you by email, you downloaded the form and you filled it out but you're not able to sign it, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I can fill out everything else except for the signature because everything came in a blue block except the signature.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, um, on the computer that you're using are you using a.
[CUSTOMER][NEUTRAL] I'm using my phone.
[AGENT][NEUTRAL] Oh, you're, that's why.
[AGENT][NEUTRAL] That's why. Um, so what you're probably going to need to do is, uh,
[AGENT][NEUTRAL] Download the copy of the form and you can email it to us that way you can give us a um hand sign where you can hand sign it.
[AGENT][NEUTRAL] And you were correct about the security features on it. um, it, it will not on some phones, it just does not let you because it is a security feature, so download the form and print it, fill it out, and I'm gonna give you a fax number that you can fax it back into.
[CUSTOMER][NEUTRAL] OK, so I'm gonna
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK, alright, I was wanting this thing is driving me crazy. Uh, well, I probably won't get that till tomorrow because like I I'm having mobility issues. That's my thing. OK, alright, alright, I'll, I'll get it. I'll get it downloaded. OK, thank you.
[AGENT][NEUTRAL] That'll be the quickest.
[AGENT][POSITIVE] Bless your heart.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like the fax number, sir?
[CUSTOMER][NEUTRAL] That's all I, that's all
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, it's 187.
[CUSTOMER][NEUTRAL] Wait a minute, I think I got that. That's what.
[AGENT][NEUTRAL] 87,780.
[CUSTOMER][NEUTRAL] 877.
[AGENT][NEUTRAL] 807.
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] 1877
[AGENT][NEUTRAL] 80
[CUSTOMER][NEUTRAL] 807
[AGENT][NEUTRAL] Yes, 0911.
[CUSTOMER][NEUTRAL] 0911, can I repeat that back to you?
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, sir, that's correct.
[CUSTOMER][POSITIVE] OK thank you I appreciate that OK.
[AGENT][POSITIVE] OK. You're welcome, Mr. [PII]. You have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mm bye bye sir.