AccountId: 011433970860
ContactId: feeb60ab-aa01-4d38-922f-4ccfc4716d0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256510 ms
Total Talk Time (AGENT): 91805 ms
Total Talk Time (CUSTOMER): 138637 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/feeb60ab-aa01-4d38-922f-4ccfc4716d0e_20250212T18:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling. [PII] called me this morning, uh, and left me a message regarding, um, a direct deposit authorization form that, um, was emailed. She emailed to me on yesterday. I uploaded it in the system on the documentation, but I just emailed it to the care team.
[AGENT][NEUTRAL] OK, Ms. [PII], um, can I please get your callback number just in case your call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is your policy number?
[CUSTOMER][NEUTRAL] My policy number, hold on, honey.
[CUSTOMER][NEUTRAL] I need to
[AGENT][POSITIVE] Yes ma'am, take your time.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, now I, I have two policy numbers but I'm gonna give you one alright it's 02540556.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], um, I'll need to put a note in your policy, but first let me verify it. Uh, can you please give me your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then I also need to verify your address, phone number and email address that we have on the policy for you, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, my address is [PII].
[CUSTOMER][NEUTRAL] Um, phone number is [PII], and what else did you ask for? Did you ask for my email?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, my email on file is [PII].
[AGENT][NEUTRAL] OK, thank you, I appreciate you verifying your policy for me, Miss [PII]. So do you want me just to add a note to your policy that you have emailed your direct deposit authorization form to our care team address?
[CUSTOMER][NEUTRAL] I did because um they um issued a check under my old policy um but they sent it to my address that I had lived at. I found that out yesterday that I hadn't been there in about 14 months, so that's why they asked for the direct deposit so they can reissue that check. They were gonna do a.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Stop payment and reissue the check so I uploaded it yesterday when she emailed it to me to um under the claim on the documentation because she didn't tell me where to send it but I just emailed it to the care team.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. I'm adding a note in and I will um instant message [PII] and let her also know to be looking out for it.
[CUSTOMER][NEUTRAL] Yeah, I just, I emailed it at [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna make sure Allie knows and I'm writing the time down [PII] and I've made a note in your policy, Ms. [PII].
[CUSTOMER][NEUTRAL] I make sure
[CUSTOMER][POSITIVE] OK, yeah, and they just emailed me back and said thank you we received your email and our customer care team is happily researching your request, so I did, but will you let yeah, would you let [PII] know because she was the person who was helping me.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] OK, yes, I will sure let her know.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I'll make sure I get Ali the information and I hope you have a blessed day and thank you for letting us know about your direct deposit information and calling APL.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Alright, you do, alright, you do as well.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye bye.