AccountId: 011433970860
ContactId: d45d1d6d-4dd0-4751-a474-82212ed97266
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350320 ms
Total Talk Time (AGENT): 123840 ms
Total Talk Time (CUSTOMER): 202867 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/d45d1d6d-4dd0-4751-a474-82212ed97266_20250122T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Um, I was trying to get a hold of either Tory or April. I'm not sure if I'm in the right department.
[AGENT][NEUTRAL] OK, um, [PII] who, do you know, do you know her last name?
[CUSTOMER][NEUTRAL] Um, no, um.
[CUSTOMER][NEGATIVE] Gosh, it was in reference to um um a check that didn't that I got mailed but never arrived and we canceled the payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you have your policy number and I can check on that for you?
[CUSTOMER][NEUTRAL] Sure it's um 774-210.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] Ms. [PII], can I get your date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] And can you please verify your mailing address and your email address?
[CUSTOMER][NEUTRAL] Sure, it's [PII], and that's uh [PII].
[AGENT][POSITIVE] Thank you and that's a good callback number the [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And you're calling about a check that was reissued, right?
[AGENT][NEGATIVE] Because you never received it.
[CUSTOMER][NEUTRAL] Yeah, because we, we can, right, we canceled it on the [PII], um, the, [PII] one, and, and actually I was calling because I asked um.
[CUSTOMER][NEUTRAL] Uh, I think it was.
[CUSTOMER][NEUTRAL] [PII], um, if she could send me a um direct deposit authorization, which she did, um, to my email and so I actually printed out to and to fill it out because I'm having some trouble with sending.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So, um, I filled it out here on paper and I'm wondering if I can fax it. I just wanted to make sure that it would get to somebody to.
[AGENT][NEUTRAL] Yes sir, um, is there um any way you could email it and that um because it looks like the check's already been issued for today, so if we can get that um to our customer service they can have it um where um this check will be direct deposited instead of mailed.
[CUSTOMER][NEUTRAL] Oh well what I could do since they've already mailed it or issued it I could I could send this afterward.
[AGENT][NEUTRAL] Well, it will be, yeah, it will be mailed out tomorrow.
[CUSTOMER][NEUTRAL] Oh, OK, OK, that's what I wasn't sure of, um.
[CUSTOMER][NEUTRAL] So I'm over here at my credit union now and I'm you know not the most computer savvy guy here so I'm trying to decide if I can.
[CUSTOMER][NEUTRAL] Sounds like you can relate. I don't know, um.
[CUSTOMER][NEUTRAL] So, so I've got this thing filled out in paper and um.
[CUSTOMER][NEUTRAL] And I thought it might be easy just to fax it, but I guess what we can do is, um, I don't know if we copy it and email it to you, OK, OK, OK, so she's, yeah, she's saying that she can do that. She can scan it and then email it to you, um, so is there an email address?
[AGENT][NEUTRAL] Yes sir, um, let me give you my email address and that that's [PII] and that's spelled [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] AYE, OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][POSITIVE] I, I think I got something.
[CUSTOMER][NEUTRAL] [PII] U is a game [PII]. OK, I think I missed something so the [PII].
[CUSTOMER][NEUTRAL] And then there's not an [PII] in there, it's just the [PII].
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII]. OK, that was on this. OK. [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, yes, sir.
[CUSTOMER][NEUTRAL] OK perfect um and if uh so I filled out the um direct deposit authorization, um, and it says here at the bottom it says I must, uh, do we need to bring a deposit slip for some reason?
[AGENT][NEUTRAL] No, sir, you won't need that, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With electronics these days, they just, just have you to sign it. Um, we don't require that you send us a um voided check.
[CUSTOMER][NEUTRAL] OK, OK, so all right so we'll just try that here since this is filled out we'll try to do this right away and I guess that would come right to you.
[AGENT][NEUTRAL] Right, yes sir, and I'll be, I'll be looking out for it and I'll get that over to our customer service, um, as soon as I receive it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Well, that's I think all I really need then.
[AGENT][NEUTRAL] OK, right.
[CUSTOMER][NEUTRAL] So, so, well, thank you [PII] very much and I, yeah, I'm not sure what um you know, we've, we've talked to 3 people there and, and there was an [PII] and uh uh [PII] or uh [PII] and then now you.
[AGENT][NEUTRAL] [PII], yeah.
[CUSTOMER][POSITIVE] So, OK, well, this, uh, we'll, we'll send this to you and hopefully I'll take care of it.
[AGENT][POSITIVE] Oh, wonderful. Thank you so much, Mr. [PII], and I'll be looking forward to it.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] Thank you. Have a wonderful day.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Uh