AccountId: 011433970860
ContactId: fce44fa8-eaa5-4444-9ffa-21760db54be4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103339 ms
Total Talk Time (AGENT): 41757 ms
Total Talk Time (CUSTOMER): 61009 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/fce44fa8-eaa5-4444-9ffa-21760db54be4_20250327T13:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, um, this is [PII] in, in uh the claims department. I'm talking to a gentleman.
[CUSTOMER][NEUTRAL] Uh, and I was helping him, uh, on our, um, online service center and what he's trying to do is he's filling out.
[CUSTOMER][NEUTRAL] The direct deposit slip, uh, so that he can, um, you know, he can turn that in. So he put in his, his routing number and his uh account number, but the bank that's coming up is completely different and um I've had this happen before on other things that I've tried to to put a thing a thing on. I'm just wondering if you've ever heard of something like that or is that gonna be a problem because he's he's checked and rechecked his routing number and his account number, but when it, you know, when it auto populates the bank it's coming up with a different bank.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Number, so is that a problem or is that uh.
[AGENT][NEUTRAL] Um, all right, I have this happened before and um it doesn't affect anything. It's just how it's listed on the system. Um, I do think that [PII] or [PII] can um get into the system and correct the name.
[AGENT][NEUTRAL] But it, that's only at supervisor um or manager level that they can do that change if it's um making the insured a little bit concerned about it. Um, but it doesn't affect anything.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, that's what I was thinking because, um, like I said I've had that happen before, um, and it just I don't know why it does that, but yeah, that's exactly what I want to tell him so I really do appreciate that. Thank you very much and I'll just let him know that and then if he has any questions then yeah. OK, thank you very much, thanks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. You're welcome.