AccountId: 011433970860
ContactId: cb32b9e7-bd32-4c24-b082-f4efa1a402b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249470 ms
Total Talk Time (AGENT): 109960 ms
Total Talk Time (CUSTOMER): 88919 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/cb32b9e7-bd32-4c24-b082-f4efa1a402b6_20250108T18:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I was just calling to check the status.
[CUSTOMER][NEUTRAL] the direct deposit form.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the status of your claim, um, and make sure we got the direct deposit form for you. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the policy number?
[CUSTOMER][NEUTRAL] Oh hold on one second, I'm gonna get it out my phone. It is 02552188.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull in your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then I'll also need for you to verify your address, phone number and email address that we have on the plan for you.
[CUSTOMER][NEUTRAL] [PII] [PII] and what else did you need?
[AGENT][NEUTRAL] Your email address, please.
[CUSTOMER][NEUTRAL] uh, it should be, I think I updated it to my personal email which is [PII].
[AGENT][NEUTRAL] OK thank you Ms. [PII] I appreciate you verifying that information. OK, so on your claim I do show that it was reported on [PII] and it's still in progress, um, they're still uh reviewing the claim.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Let me look about your direct deposit.
[AGENT][NEUTRAL] I don't see that the direct deposit has been applied yet. When did you, uh, did you fax in or email in?
[CUSTOMER][NEUTRAL] I've sent it. I sent, yeah, I've sent it. I, I faxed it in and it was sent to that same fax number I sent the claim form with the bills to and it was done like a little bit later on Friday afternoon than than when I sent the bills because I wasn't aware of it. So I got the form for the bank and I filled it up and I sent it to you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me ask you this, do you still have the form?
[CUSTOMER][NEUTRAL] Um, yeah, I think I have a copy of it in my email.
[AGENT][POSITIVE] OK, can you email it to us? I'm gonna give you the email address that you can email that to so that um we get it right away.
[CUSTOMER][NEUTRAL] Yeah, hold on one second, let me just go um.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had my mom send it to her email because it was a fax, but let me see if I saved it now it's probably in her outbox. I can have her resend it. um, let me just see if I have it in here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the email? I'm gonna just text her the um the email address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] T E A M.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, that's, uh, and that's like.
[CUSTOMER][NEUTRAL] OK, um, alright, so I'll have her email that.
[AGENT][NEUTRAL] That's like [PII].
[CUSTOMER][NEUTRAL] OK, I'll call her and have her email it in to you guys.
[AGENT][POSITIVE] OK. All right. Well, we'll look forward to getting it so we can apply it to your policy for you.
[CUSTOMER][POSITIVE] Great, thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thank you. You have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.