AccountId: 011433970860
ContactId: c9344120-ec5b-4adf-9541-6a357067db4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298140 ms
Total Talk Time (AGENT): 126800 ms
Total Talk Time (CUSTOMER): 89827 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/c9344120-ec5b-4adf-9541-6a357067db4c_20250318T20:49_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I'm trying to set up my direct deposit online, but, um, for some reason they won't let me do it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It, it's letting me put in the information but it's not letting me save it or anything.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It's not letting you do what? I'm sorry, it's letting you put the information, but it's not letting you.
[CUSTOMER][NEGATIVE] Save it
[AGENT][NEUTRAL] Saving.
[CUSTOMER][NEGATIVE] They just letting me type it in, but yeah, but it's not giving me an option to save it.
[AGENT][NEUTRAL] So you don't see a uh signature signature um and um.
[AGENT][NEUTRAL] Authorization.
[AGENT][NEUTRAL] Coming up.
[CUSTOMER][NEGATIVE] Yeah, it's not, yeah, it's not giving me any of that.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Are you trying to do this on your phone, a computer, desktop, laptop, tablet?
[CUSTOMER][NEUTRAL] On my phone.
[AGENT][NEUTRAL] And the phone is not gonna let you. It has to be in a computer.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] Alright, OK, well, let me, uh, can I do it over the phone?
[AGENT][NEUTRAL] Um, you will have to send the form. I can tell you how to do it. If you want to do it like manually, I can tell you how to do it manually, um, but it cannot be over the phone because we need authorization. We need to sign an authorization.
[CUSTOMER][NEUTRAL] Because I don't have a computer with me at the moment.
[CUSTOMER][NEUTRAL] OK, but yeah, how can I do it manually?
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] OK, let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. So what you can do is go to our website at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And you're gonna go um to the home page, you're gonna click on claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, on claims and forms, you're gonna look for the direct deposit claim form or the direct deposit form.
[AGENT][NEUTRAL] Have you found it?
[CUSTOMER][NEUTRAL] Uh, no, I haven't found it yet. Give me one second.
[AGENT][NEUTRAL] OK, just keep scrolling down. It's just gonna be almost to the end of that page.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK, direct deposit funds and transfer.
[AGENT][NEUTRAL] Mhm. Download form, mhm.
[CUSTOMER][NEUTRAL] It it says download form.
[AGENT][NEUTRAL] If you have PDF on your phone, you can save it to the PDF form and you can fill it out like that. If you don't, you probably need to print it out, but usually you can do it electronically um through the phone if you if you have that feature, um, you will just fill that out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sign it and just upload it to your account or send it by fax or mail and the information is there.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the top.
[CUSTOMER][NEUTRAL] OK, so just upload, upload it in like the claim.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The clean, um.
[AGENT][NEUTRAL] You can upload it as a claim or you can just send it uh to the fax or the mailing address.
[CUSTOMER][NEUTRAL] OK, where it says share or something like that you don't know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Let me see, so you say if I have.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] PDF I can fill it out that way you know I'm trying to figure that.
[AGENT][NEUTRAL] Adobe, mhm.
[CUSTOMER][NEUTRAL] Trying to remember how to fill it out with that. I think I have it on my phone to see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, I might just have to print it out, fill it out, and just send it back.
[AGENT][NEUTRAL] Yeah, OK. Mhm.
[CUSTOMER][NEUTRAL] So in that way.
[AGENT][POSITIVE] OK, you can do it like that as well.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] No, OK. Thank you for calling APL. Have a good day. Good afternoon.
[CUSTOMER][POSITIVE] You too you too bye bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes.