AccountId: 011433970860
ContactId: e1a4990d-2e57-4a0a-8d8d-be5e8f80c7da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252720 ms
Total Talk Time (AGENT): 95989 ms
Total Talk Time (CUSTOMER): 111927 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/e1a4990d-2e57-4a0a-8d8d-be5e8f80c7da_20250515T20:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is So. How may I assist you?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And how may I assist you today, [PII]?
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] How may I assist you today?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, uh, my phone was cutting out. I, I wanted to ask you a question. I was trying to go in and fill out the direct deposit uh form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And when I put my bank routing number it came comes up as AM South and we're Regions Bank.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I just wondered if there were.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Why that why it comes up a.m. South.
[AGENT][NEUTRAL] OK, um, I can check um do you have the policy number and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, the callback number is [PII].
[CUSTOMER][NEUTRAL] 614-2303
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to let me see if I can find the policy number here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The policy number is 83808.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And Ms. [PII], let me verify you. Um, may I have the date of birth, mailing address and email address on file for security?
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] And what, what was the other thing?
[AGENT][NEUTRAL] OK, um, the email address?
[CUSTOMER][NEUTRAL] Um it's [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] OK, and you said when you put in the information into the system it's just coming up a different bank?
[CUSTOMER][NEUTRAL] And maybe AM South was bought out by Reg. I don't know, but it comes up when I put my routing number and it comes up as AM South.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, uh, sometimes that happens when it's uh the same routing number that they they used to use in the old bank and when they did the transaction or the change to the new bank, it will be set up on the system where it just pulls the all the information. Um, when that happens, it's best to go ahead and send a um direct deposit form so we can put in the information manually.
[CUSTOMER][NEUTRAL] Oh, OK, so I don't need to do it myself just send in the form, huh?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you can just go ahead and disregard the electronic one and just go to the claims and forms and uh click on the one that says direct deposit claim form and just fill that one out and send it to us so we can do it manually.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, because I've tried to do that for a couple of years and I just I just keep letting him send me a check instead of worrying about it, but I thought I checked to see how, how I could correct that.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, OK, I'm so sorry for that, but yeah, if you send it to us, um, through the form through the direct deposit form, we can go ahead and set it up for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Bye-bye, Ms. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh