AccountId: 011433970860
ContactId: df0df680-07cc-4da5-962a-0537bb72d69f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 505470 ms
Total Talk Time (AGENT): 237051 ms
Total Talk Time (CUSTOMER): 189427 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/df0df680-07cc-4da5-962a-0537bb72d69f_20250502T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].
[AGENT][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] What you got for me there?
[CUSTOMER][NEUTRAL] Um, I was not sure where to send this lady. She wants help on the online service center to set up for a direct deposit thing.
[CUSTOMER][NEGATIVE] She was trying to do it online, but she has a problem.
[AGENT][POSITIVE] OK, I can try to help her. I've never, yeah, I can try to help her, honey. I've never set it up, but I guess it's time to learn.
[CUSTOMER][NEUTRAL] Can you help her with that?
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] I haven't never dealt with the direct deposit thing.
[AGENT][NEUTRAL] Uh, that I haven't dealt with either. So we'll just waddle through it to get you and I'll waddle through it together. What's that policy number?
[CUSTOMER][NEUTRAL] It is 01749478.
[AGENT][NEUTRAL] I can't even say that.
[CUSTOMER][NEUTRAL] And
[AGENT][NEGATIVE] I mean, I can't even see the screen. Can you see it when they can you figure out how to see it, what they're doing?
[AGENT][NEUTRAL] What they're looking at when they set up there.
[CUSTOMER][NEGATIVE] I don't know, I, I don't have, I haven't never dealt with the online service in a whole bunch.
[AGENT][NEUTRAL] Yeah, um, I was just wondering, there's got to be a way, and I don't think to ask anybody I'm in a situation like this, you know, I'm like going, oh crap, I made that.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, hold on one second.
[CUSTOMER][NEUTRAL] Yeah, I don't, she said something about it wouldn't let her change her bank name or something like that, and I was like, I'm not sure.
[AGENT][NEUTRAL] Oh, that's because we, what does this thing keep doing? Hold on one second.
[AGENT][NEUTRAL] No change.
[AGENT][NEGATIVE] Forced entry. I hate when this thing will not, it, you know, it keeps, I guess somebody else is working on the screen.
[AGENT][NEUTRAL] And it forces you to put a note in and you're like, I hadn't even, I didn't even looked at that part.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] OK, let's try it. One more time to get this policy to pull up.
[AGENT][NEUTRAL] All right, and I know you verified everything.
[CUSTOMER][NEUTRAL] What do you need?
[CUSTOMER][NEUTRAL] Yeah, do you do you need a callback number?
[AGENT][NEUTRAL] Um, is it the same as what's in the system?
[AGENT][NEUTRAL] Probably not.
[CUSTOMER][NEUTRAL] It's the same that she's calling from [PII].
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] All right. Thank you, dear. I just wrote it down. OK, thank you. Good birthday, [PII].
[CUSTOMER][NEUTRAL] And I verified her address.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] No, hold on. You verified all of her information, right?
[AGENT][NEUTRAL] I'm trying to make sure I'm trying to make sure I've got the right policy before I let you go. Hold on, because my computer is just spinning. It won't do anything. Is she, is she with Care America's automation?
[CUSTOMER][NEUTRAL] Yeah, I did.
[AGENT][NEUTRAL] Oh my genies, hold on.
[CUSTOMER][NEUTRAL] Oh, OK. I didn't verify that. I just verified her date of birth.
[AGENT][NEUTRAL] Oh, that's OK. I'm just sitting there if you saw it.
[CUSTOMER][NEUTRAL] Her address.
[CUSTOMER][NEGATIVE] Yeah, my system's not working either. I can't go back and look at it.
[AGENT][NEUTRAL] Oh my [PII], there we go. Is this [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Wonderful, put Miss [PII] on through and I'll do my best to help her.
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[AGENT][POSITIVE] OK. Thank you. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Bye bye. You too.
[AGENT][POSITIVE] Bye thanks.
[AGENT][POSITIVE] Good morning, Ms. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm fine, thank you. How are you?
[AGENT][NEUTRAL] I'm fine, thank you, ma'am. So, Ms. [PII], um, [PII] told me that you're trying to set up your direct deposit, but you're having trouble getting the bank name to change. Is that correct?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, yeah, cause when I put in my, the all the information, it defaults to First National, which I think what happened is when I first started this account like 20 something years ago, 30 something years ago, that's what the bank name. But since then they've been brought up by Wells Fargo, but I couldn't figure out how to change it to Wells Fargo.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what the problem is I say problem that what it is our company has it set up pro uh not probably has it set up from their original names and until they go in and make updates you won't be able to change it, but it will be OK as long as you make sure you have your correct information in there because it knows it's still that it does know that it's the current bank, you know, it just banks keep changing names I guess is why they why they.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] I know, and I, and I was like, I think, I was trying to think to myself, what the heck? And I remember when I first, this is a work, checking account, I have a company like 30 years ago that I worked for, and I was like, but they're not even existing.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] OK then I'll just go back in and do it the way I was doing it then cos I did it and I didn't save it because I was like I don't understand and it wouldn't actually let me it just kept telling me it wouldn't even take it it kept telling me remove.
[AGENT][NEUTRAL] Alright, Ms. [PII], do you wanna try to set it up while we're on the phone and let me see if it comes through OK?
[CUSTOMER][NEUTRAL] At the bottom.
[CUSTOMER][POSITIVE] If I could, that would be, that would be great if you could help me. That would be perfect. Thank you.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] You'll just put it in there. I can look at it and we can make sure everything's in there to, you know, I can see your.
[CUSTOMER][NEUTRAL] OK. OK, so I do it myself now. OK, I gotta go into the, OK, let me go into the website because I saved all yesterday, but I gotta remember why I did it now. Let me log back in because I logged out.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] If you have trouble you can always uh shoot us a quick email and someone over here you know with the information and someone at APL can set it up for you.
[CUSTOMER][NEUTRAL] OK, so it says um.
[CUSTOMER][NEUTRAL] What was it? I sign up here, sign up for direct deposit, OK?
[CUSTOMER][NEUTRAL] Let me go ahead and put the routing number in.
[AGENT][POSITIVE] Hopefully you won't have any problems setting it up.
[CUSTOMER][NEUTRAL] OK, so I'm at the point and then it says removed, there's a green button that says removed.
[AGENT][NEUTRAL] The green button that said, I'm sorry.
[CUSTOMER][NEUTRAL] So when I'm in the screen, I, I, I put all the information and then.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] It doesn't give me like a place to save it. It just says after I finished doing the last one, it says remove in a green button.
[AGENT][NEUTRAL] Hm, um, OK. Try hitting that button. Let's see what happens.
[CUSTOMER][NEUTRAL] Nothing.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh my goodness. Oh.
[AGENT][NEUTRAL] Oh no no no no. OK.
[AGENT][NEUTRAL] Let's see, can you go to our we have you, did you go to our website and print off the uh.
[AGENT][NEUTRAL] The direct deposit form or let me look at it and see what it.
[CUSTOMER][POSITIVE] No, but I can do that. That's not a problem. I'm, I mean, I'm home right now, but I can do that, it's not a problem.
[AGENT][NEUTRAL] OK, because let me, there is a uh.
[CUSTOMER][NEUTRAL] I'll do that.
[CUSTOMER][NEUTRAL] And then I can just email it to you, right?
[AGENT][NEUTRAL] Yes, ma'am, let me give you the, do you have the email, the care team email?
[CUSTOMER][NEUTRAL] Um, I think it's on your web page if I'm not mistaken.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] When I first looked in to get the phone number I think it was there.
[AGENT][POSITIVE] It should be [PII]. OK, wonderful.
[CUSTOMER][NEUTRAL] Yeah, it's a, I'm sorry, yeah, it's I'm sorry I have to say that I had surgery, yes, and I have the hospital calling me on the other line. So I'll go into that and check that.
[AGENT][POSITIVE] OK, you take care of your business. All right, yes, ma'am. Call us back if you need us. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. OK, bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.