AccountId: 011433970860
ContactId: cb044af7-d41c-4dcb-9e51-fb13afac9fc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188889 ms
Total Talk Time (AGENT): 69454 ms
Total Talk Time (CUSTOMER): 120958 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/cb044af7-d41c-4dcb-9e51-fb13afac9fc6_20250613T21:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I've helped my daughter and my husband file a wellness claim under our cancer policy, and I put paper check, but I went back in on dashboard under my profile and added our direct deposit information. Is there a way for me to change that to direct deposit or do is it just too late? Because I don't know how to go back in and view the claims and change that.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Oh, yeah, I can assist you with that.
[CUSTOMER][NEUTRAL] I just did it probably about 20 minutes ago and I thought, well, if I could catch it in time, I'd change it but I don't want to do that.
[AGENT][NEUTRAL] OK, sure, no problem. All right, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Absolutely it's [PII].
[AGENT][NEUTRAL] OK, thank you. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] I do. Give me just a second. Sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's why I didn't have it as direct deposit. I had to, everybody uses their debit card down. I had to look up my account number. Oh my God, OK, um, let's see here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, it's certificate number 01654443.
[CUSTOMER][NEUTRAL] And there's two claims. They're just wellness little claims, my husband and my daughter [PII].
[AGENT][NEUTRAL] Yeah, OK. All right. And for security, may I have your date of birth, mailing address, and email address?
[CUSTOMER][NEUTRAL] Absolutely my uh date of birth is [PII]. My address is [PII], and then it's under [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK. So, um,
[CUSTOMER][NEUTRAL] And if you can't do it that's OK I'll just wait for the paper but.
[AGENT][NEUTRAL] Mm. It's OK. Um, so you do have direct deposit that is active, so you need to change the information on that?
[CUSTOMER][NEUTRAL] No, I, I, when I filed the claim, I had not put direct deposit in there. I just filed it to send us a paper check and then I went in there and made my direct deposit active and I wasn't sure that automatically switched over on these claims or not because I did the claims first.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] No, no, no, it's, it's just fine.
[CUSTOMER][POSITIVE] OK, so everything's good.
[CUSTOMER][NEUTRAL] OK, we're good to go. I, I put in the claim before I put in the direct deposit because to be honest, I had to go look at my my number, my because I just used my debit card and I, you know, wasn't 100% sure what their routing number was and all of that, so I added it and made it active, but I didn't know if I needed to go back and change it on the claim or not.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's fine.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It is all good.
[AGENT][POSITIVE] No, you don't have to do anything. It's already um set up for direct deposit. So once the claims processed, it's gonna go direct deposit, OK?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK, that's perfect have a wonderful night.
[AGENT][NEUTRAL] You as well. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, I feel like I accomplished something. I got these claims filed. I've been thinking about it finally sat down and did it, so it feels good. Thank you so much.
[AGENT][NEUTRAL] All right
[AGENT][POSITIVE] Uh, you're welcome. Have a good afternoon and good weekend. You too. Bye-bye.
[CUSTOMER][POSITIVE] Have a good night.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Right.