AccountId: 011433970860
ContactId: 016c33a9-6d7b-4122-81f2-2b14a807ff00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365109 ms
Total Talk Time (AGENT): 161869 ms
Total Talk Time (CUSTOMER): 115016 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/016c33a9-6d7b-4122-81f2-2b14a807ff00_20250530T12:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII], good morning. This is [PII]. I have a policy with you guys and I'm calling to ask a question. Um, my son, I submitted a claim for him and it paid back on the [PII], but I have not yet received a direct deposit.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. um, and do you mind if I um grab the policy number?
[CUSTOMER][NEUTRAL] Sure it's 740.
[CUSTOMER][NEUTRAL] 240.
[AGENT][NEUTRAL] Alright, and let me just a second while I pull it up.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Oh, I'll make a call.
[CUSTOMER][NEUTRAL] You have your copy already. I mean if you want, OK.
[AGENT][NEUTRAL] All right, Ms. [PII], and just for verification steps, uh, can you tell me please your date of birth and address?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][MIXED] You know what's really weird is that I submitted an additional um bill for my little one and it paid and I got the deposit and it paid after my. Yeah. Oh it's OK. OK, it um it paid after uh my oldest son's claim and I got that deposit but I didn't get his so that's kind of weird.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Now I have a claim number if that helps you.
[AGENT][NEUTRAL] All right. Um, I do see here that we did receive both of those and I was checking on the um account number um for like the deposit, and I do see that everything is added. So, um, unfortunately, I can't help any further with the claim number, but I can definitely transfer you directly to the claims department so they can look at it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] Mhm. And I will go ahead and provide the policy number um and information so you don't have to verify again. Um, I will, mhm, and I will ask um on, let's see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And what dependents um were these claims sent to?
[CUSTOMER][NEUTRAL] It was on [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] On both of them.
[AGENT][POSITIVE] All right, um, and I will go ahead and connect with the um claims department so they can help me look at it. All right, please hold. Mhm. You're welcome. You have a nice day if I don't have to talk to you again.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Yes ma'am, you too.
[AGENT][NEUTRAL] Oh, before I um go ahead and um place you on a hold, what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have Ms. [PII] on the line with policy number 740,240.
[AGENT][NEUTRAL] I have already verified all her information and callback number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And is that OK and so is that you said that she did verify all of her information, [PII], and that is the phone number that's in the system for?
[AGENT][NEUTRAL] Um, that is the one she provided as, um, callback number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when you verified your information.
[CUSTOMER][NEUTRAL] In the system, is that?
[CUSTOMER][NEUTRAL] The one that's in there.
[AGENT][NEUTRAL] Um, I, I just ask, um, it is the same one it is in the system.
[CUSTOMER][NEUTRAL] OK. And how can I help Ms. [PII] today?
[AGENT][NEUTRAL] Um, Ms. [PII] is requesting information about a claim for her dependent.
[CUSTOMER][NEUTRAL] And which dependent did she say?
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Um, she said she, mhm.
[CUSTOMER][NEUTRAL] Mm, OK. All right. Mhm. Go ahead.
[AGENT][NEUTRAL] A little bit of background of, uh, a little bit of background of what the, uh, question is, is that, um, she already filed the claim, but she has not received the direct deposit. Apparently, she filed a claim before this one, sorry, after this one and that one already got paid but not the one she um submitted information for before.
[CUSTOMER][POSITIVE] OK, I can talk to her so I can try and figure out what we, what we need to do. OK, all right. You're welcome.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.