AccountId: 011433970860
ContactId: d69c5cea-215e-47c4-b5c7-1ea61dd42539
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366440 ms
Total Talk Time (AGENT): 151557 ms
Total Talk Time (CUSTOMER): 175121 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/d69c5cea-215e-47c4-b5c7-1ea61dd42539_20250324T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I've got, hey, I've got Mr. [PII] on the phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His policy number is 259.
[CUSTOMER][NEUTRAL] 6396.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] And I have verified him the number he's calling from is a good callback number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He is calling because he submitted a direct deposit um form.
[CUSTOMER][NEGATIVE] On the direct deposit form it did not have a place for his uh routing number.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because apparently the form that they sent in was like a copy of an old form or something wasn't APL.
[CUSTOMER][NEUTRAL] Excuse me, I'm starting to get a little cold here sorry about that.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Don't do that.
[CUSTOMER][NEUTRAL] And I would have, I know, right? I would have updated it, but there's actually no information for his direct deposit in there at all, um, in PIADR.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] So I transferred him over to you guys so that you guys can make sure that he gets his direct deposit information.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] On his policy
[AGENT][NEUTRAL] OK, got you, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. I am ready.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, good. All right. You have a good day, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. Uh, [PII] was just telling, I'm good. How are you doing?
[CUSTOMER][NEUTRAL] Hey [PII], how are you?
[CUSTOMER][NEUTRAL] Oh, I'm making a slow but sure.
[AGENT][POSITIVE] Good, good.
[AGENT][NEUTRAL] Um, I understand you submitted a direct deposit form and we don't have that set up for you yet.
[CUSTOMER][NEUTRAL] OK, well, yes, I understand that, but see, and the reason is the one that the job my job sent me was not an APL form it was a form from them because there was not a section to give you a routing number that claim is just being processed. It's not um it's not, it's not approved or whatever, but I was just calling back with the routing number that's all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I'm just looking here, do you mind if I send you one of our forms?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I don't have any problem with that. You didn't email it to me. I was just trying to save your, save your email that's all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I appreciate that too, but we do have to have that signed by you with that routing number um I'm just looking through what we've received to see.
[CUSTOMER][NEUTRAL] Yes, should be 9 pages.
[AGENT][NEUTRAL] But they're they sure don't.
[AGENT][NEUTRAL] OK, I do see that. Um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, they sure don't have the.
[AGENT][NEUTRAL] routing number or?
[CUSTOMER][NEUTRAL] They don't, they don't have a routing number.
[AGENT][NEUTRAL] Sure don't. OK.
[CUSTOMER][NEUTRAL] Cause we don't get checks.
[CUSTOMER][NEUTRAL] But you notice they got your logo at the top of the page.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, uh, let me, uh, yeah, I need to email this to you, um, if that's OK.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] No, no problem.
[AGENT][NEUTRAL] OK, and then you can just email it right back to me and I will get that set up.
[CUSTOMER][POSITIVE] OK, no problem. OK, thank you, [PII].
[AGENT][NEUTRAL] Um, but it does need to be signed if you need to DocuSign it or anything like that, that is fine, um.
[CUSTOMER][NEUTRAL] Yes, I'm gonna have to DocuSign it because I'm having mobility issues.
[AGENT][POSITIVE] Yes, sir. I'm sorry.
[AGENT][NEUTRAL] OK, I will get this to you and then like 5 minutes, hopefully less than that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, [PII], thank you.
[AGENT][NEUTRAL] OK. You are welcome, but can I do anything else for you?
[CUSTOMER][NEUTRAL] Um, yeah, I do have a question. Um, who do, who do I make my payments to as far as to y'all? Um, can I pay that like 8 weeks in advance?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, now, for that, that.
[CUSTOMER][NEUTRAL] My premium payments, I guess that's the question I'm asking.
[AGENT][NEUTRAL] That would need to go back to um benefits in a card because they would take that payment for you um and I can transfer you over to them for that.
[CUSTOMER][NEUTRAL] OK, I would have to call benefits in the card, OK.
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][NEUTRAL] Benefits in the
[AGENT][POSITIVE] And I can give you that number also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You can give me that number and I'll call them.
[AGENT][POSITIVE] OK, and I sure don't mind transferring you over just whichever one you want.
[CUSTOMER][NEGATIVE] I, I'll call them it's, it's been a task dealing with this situation, but not, it's not y'all's fault. It's, it's my, it's, it's my job and you know they send me this form without all the information then with y'all logo on it and it's just it's just been one thing after another with my job.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, I'm so sorry, yeah.
[AGENT][POSITIVE] Yeah. Oh, I'm sorry.
[CUSTOMER][POSITIVE] No, no problem, I'm ready for that number.
[AGENT][POSITIVE] OK. I, I'm so sorry. I am looking for that number.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, that's, that's fine. I'm on SMLA, so I got plenty of time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's 1800.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 497.
[CUSTOMER][NEUTRAL] 497
[AGENT][NEUTRAL] 4856.
[CUSTOMER][POSITIVE] 485-6 [PII] I thank you ever so much. You have a fantastic day.
[AGENT][NEUTRAL] Yes sir.
[AGENT][POSITIVE] You are welcome. You too. You too. Thank you. Thank you. Bye.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[CUSTOMER][NEUTRAL] OK