AccountId: 011433970860
ContactId: d2fd1ed3-1b99-4adb-bcb4-92c6b0b9cdbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229229 ms
Total Talk Time (AGENT): 121697 ms
Total Talk Time (CUSTOMER): 77069 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/d2fd1ed3-1b99-4adb-bcb4-92c6b0b9cdbb_20250331T20:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I was trying to circle back with you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I just sent you um the authorization and the um.
[CUSTOMER][NEUTRAL] Authorization from Regions.
[CUSTOMER][NEUTRAL] Because we don't write checks at all, so we don't have any checks to send you.
[AGENT][NEUTRAL] Um, I just need that, um, that form filled out. I don't need a copy of the check.
[CUSTOMER][NEUTRAL] Oh well I did both because it said it had to send a voided check with.
[AGENT][NEUTRAL] Oh, OK, yeah, we don't, we don't.
[AGENT][NEUTRAL] With our digital age now we don't require that they send the check as long as we have that those numbers so let me look.
[CUSTOMER][NEUTRAL] OK, so I'll send you the authorization from Regions because.
[CUSTOMER][NEGATIVE] If I know that I wouldn't send them up there to get it.
[CUSTOMER][NEUTRAL] Well, I'm not gonna tell him no.
[AGENT][POSITIVE] That's right, that's right.
[AGENT][NEUTRAL] Let's see, um, did you email it or?
[CUSTOMER][NEUTRAL] Mhm I just emailed it.
[AGENT][NEUTRAL] Oh yeah, I see it now. I see it now.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, great, I'll get this over to customer service and they'll get this put in for you today and then I'll let's see, I did show something so is this an updated doctor's form.
[CUSTOMER][NEUTRAL] Mhm I just got off the phone with them they said they sent it.
[AGENT][NEUTRAL] Let's
[AGENT][NEUTRAL] Uh, here it is right here. So, um, yes, ma'am. I'll go, um, I'll try to get it done this afternoon. If I'm not, it will be first thing in the morning.
[CUSTOMER][NEUTRAL] OK, and then how long would it be direct deposited?
[AGENT][NEUTRAL] Um, it'd be direct deposited 3 to 5 business days after, um.
[AGENT][NEUTRAL] I issue the check.
[AGENT][NEUTRAL] So probably, probably let's say tomorrow's Tuesday, probably 3 to 5 business days after Wednesday just, let's just say I don't get it put in until tomorrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You think you can possibly do it today maybe?
[AGENT][NEUTRAL] Um, I'm, um, I'm hoping, yes ma'am, since I have it, um, I just finished up my last claim, so I'll start working on it now, um, and I'll, I'll just tell, um, customer service I need to rush for them to put that information in for me, yes ma'am.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you so much. You have no idea. OK.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII].
[CUSTOMER][POSITIVE] Alright, so should I call you back on Thursday just to make sure everything was good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you can call me back on Wednesday.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, we'll be out of the office tomorrow or I will and but yes ma'am you can call me Wednesday and um.
[AGENT][POSITIVE] I can um give you all the information.
[CUSTOMER][POSITIVE] OK perfect thanks.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, I'll talk to you on Wednesday.
[AGENT][POSITIVE] All right. Wonderful. Thank you so much, Ms. [PII].
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too bye.