AccountId: 011433970860
ContactId: b57ea5a4-25b4-4280-9006-902ec0e36d3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329220 ms
Total Talk Time (AGENT): 124291 ms
Total Talk Time (CUSTOMER): 122856 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/b57ea5a4-25b4-4280-9006-902ec0e36d3b_20250312T14:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I am calling because I got an email I think Monday regarding a direct deposit that was returned. It looks like it came from is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, can I please get your name and your policy number and I can help you with the email.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Um, I don't have my policy number, but, um, the name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your social security number and that'll pull your policy in for me.
[CUSTOMER][NEUTRAL] OK, um, it's um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[AGENT][NEUTRAL] OK, Miss [PII], for security reasons, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And I'm also going to need for you to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Um, it should be at um [PII]. Telephone number should be [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And the email is in.
[AGENT][NEUTRAL] And then one last yeah.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK thank you I appreciate you verifying your policy for me, and if we get disconnected, is the number that you verified a good number to call you back on?
[CUSTOMER][NEGATIVE] Um, it is, it's just you're, you're breaking up, um, the call, it keeps going in and out.
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] I'm so sorry. I'm so sorry about that. I'm going to uh.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][POSITIVE] And transfer you on over to um customer service I'm gonna let them know that you're calling because you received a letter about your direct deposit and they should be able to assist you further.
[CUSTOMER][POSITIVE] OK, alright, I appreciate that.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You're very welcome, Miss [PII]. It's gonna be a brief hold while I transfer you on over.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hello memory customer service.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I've got
[AGENT][NEUTRAL] Hey, check your work day, your bonuses in there, just saying.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yep, um, also I've got Miss [PII] on the phone, [PII]. Her policy number is 2,571,990.
[AGENT][NEGATIVE] And she is calling because she received a letter stating that her direct deposit um came back because her information is wrong.
[CUSTOMER][NEUTRAL] OK, uh, give me that policy number one more time, [PII], you were kind of cutting out.
[AGENT][NEGATIVE] Yeah my phone's been acting stupid. It's 257.
[AGENT][NEUTRAL] 1990.
[CUSTOMER][NEUTRAL] Alright, 257-1990.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is her uh callback number the same that's on the screen?
[AGENT][NEUTRAL] Yes, ma'am. It is.
[CUSTOMER][NEUTRAL] All righty. And you verified all of your information?
[AGENT][NEUTRAL] I did.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Oh well I see why her direct deposit would come back. There's an equal sign in the middle of her account number.
[AGENT][NEUTRAL] Has that equal, yeah.
[AGENT][NEUTRAL] Yeah, I saw that.
[CUSTOMER][NEUTRAL] OK, alright, uh, go ahead and pat her through and I'm gonna see if I can pull up her original form that she filled out for the deposit.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'll go ahead and put her through. Thanks, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm bye-bye.
[CUSTOMER][NEUTRAL] Bye.