AccountId: 011433970860
ContactId: b70cbf71-8f4f-41a3-8cb5-78e5ec5e3926
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210080 ms
Total Talk Time (AGENT): 115679 ms
Total Talk Time (CUSTOMER): 91656 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/b70cbf71-8f4f-41a3-8cb5-78e5ec5e3926_20250127T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, I have a question about, um.
[CUSTOMER][NEUTRAL] My, I've I've handed in some a claim for uh cancer for my husband um on the policy, but when I put in my um information, my like direct deposit information I put in the numbers, but I, but it doesn't, it has a different bank name.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hm. Has your bank undergone a merger?
[CUSTOMER][NEUTRAL] So I wanted to check that.
[CUSTOMER][NEUTRAL] I don't know that. I don't know.
[AGENT][NEUTRAL] Yeah, I will, let me, let me do this. Give me your policy number, please.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, it is 252-254-4.
[AGENT][NEUTRAL] OK, and what's a good call back number for you, Mr. [PII] in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so let me check and pull your policy up and then I'm gonna have you verify some information and I'm gonna see what I can take a look at on our side.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your physical mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the last piece of verification is the uh email address we have for you on file.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for verifying that information so let me take a look now uh what I'm gonna, what I can verify on our end regarding the direct deposit information you put in is just that it's populated. Now I do see that it's populated. Um, what is the last four of your uh account number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's the routing number?
[CUSTOMER][NEUTRAL] Um, it's uh [PII].
[AGENT][NEUTRAL] Yes ma'am, that's that's that's what I see on our side now if it's coming up different um a different bank, the only thing I could think of is maybe your bank is undergoing a merger maybe you wanna verify with them of the routing number is the correct routing number, mhm but if you're looking at your, your, you know, your checkbook I'm pretty sure and you see that routing number, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's the only thing I can tell you to do is just check with the bank because that routing number may come up as something else and of course we don't have any control over that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, sure, but isn't it odd that uh you know I put in the the routing number and automatically populated the bank name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] Yeah, and, and like you say, it's, yeah.
[CUSTOMER][NEUTRAL] And um so, and it wouldn't let me change that. So, OK, I'll call them and see.
[AGENT][NEUTRAL] Well if you need to change it, yeah, call the bank, verify with the bank, and if it's something you need to change, you, you call this number back and ask for get customer service and they can make that change for you if it needs to be changed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][POSITIVE] Alright, anything else I can help you with today? You're welcome, Mr. [PII]. You have an awesome rest of your day and take care. Uh huh bye bye. You're welcome bye bye.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Thank you, [PII]. All right, bye-bye.