AccountId: 011433970860
ContactId: c25b4b72-94ee-4370-8fdc-2e98bf557c25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425630 ms
Total Talk Time (AGENT): 142387 ms
Total Talk Time (CUSTOMER): 106036 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/c25b4b72-94ee-4370-8fdc-2e98bf557c25_20250217T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] To resolve
[CUSTOMER][NEGATIVE] Yes, I was trying to fill out a direct deposit and it's not coming up correctly.
[AGENT][NEUTRAL] OK, I can help you with your direct deposit. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then, mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] I don't have that sitting in front of me. I'm sorry.
[AGENT][NEUTRAL] I can look it up with your social security number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] You can find it register um.
[AGENT][NEUTRAL] OK, Ms. [PII], what is uh your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] OK, and can you give me your address, phone number, and email address that we have on file for you please?
[CUSTOMER][NEUTRAL] OK, um, [PII].
[CUSTOMER][NEUTRAL] My email [PII].
[CUSTOMER][NEUTRAL] I can't remember what else she asked.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the number that you gave me to call you back on if we're disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you so much and you're trying to add in your information for direct deposit, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, I put the routing and I put the uh transit, you know, checking account number but it was showing the name of the bank to be First Bank and it wouldn't allow me to put the correct bank or the correct bank didn't come up.
[AGENT][NEUTRAL] OK, so what happens sometimes is there uh there's other banks that are affiliated nationwide with one bank and even though you, as long as you make sure that that routing number is correct, that's on your check, even if it gives up a different bank name.
[AGENT][NEUTRAL] It could be a bank that's affiliated with your bank and that's why it's doing that.
[AGENT][NEUTRAL] But as as long as you have your.
[CUSTOMER][NEUTRAL] Well, it's
[CUSTOMER][NEUTRAL] OK, see, originally this bank was called First State Bank and then Prosperity took it over and so it showed First Bank and that's why I was questioning.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, uh, yes ma'am, since you already know that the bank has been taken over by another bank, so it is affiliated with a previous bank and it may even be affiliated with a bank nationwide, but as long as you make sure.
[CUSTOMER][NEUTRAL] But at the bottom.
[CUSTOMER][NEGATIVE] Well at the very bottom it would not go to submit it kept saying removed so it didn't allow me to submit it.
[AGENT][NEUTRAL] OK, all right, so if it's not letting you submit it then what we're gonna need to do is uh I can send you a direct deposit form. Let me look and see if it'll let me do it here for you.
[AGENT][NEUTRAL] Have you ever been set up on direct deposit with us before?
[CUSTOMER][NEUTRAL] No ma'am this is all my first time with y'all.
[AGENT][NEUTRAL] OK alright so I'm going to need to email you a direct deposit form for you to fill out you can email it back to us and we'll add the bank information for you.
[AGENT][NEUTRAL] So I'm gonna put you on a brief hold while I get that email together for you and um I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, I didn't do that.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hi there Miss [PII] I've got that email on its way to you now with that direct deposit form for you.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you very much.
[AGENT][POSITIVE] You're very welcome. You have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am you too.
[AGENT][NEUTRAL] Um bye-bye.