AccountId: 011433970860
ContactId: 091746a0-3897-4fc8-bb15-f497f2bb30bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283119 ms
Total Talk Time (AGENT): 135144 ms
Total Talk Time (CUSTOMER): 97067 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/091746a0-3897-4fc8-bb15-f497f2bb30bd_20250414T13:45_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? My name is [PII].
[AGENT][NEUTRAL] Yes, I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] We, OK, yes, thank you. Hi, I'm fine. How are you?
[CUSTOMER][NEUTRAL] Hi, I'm doing good. Um, I, I had a claim that I got paid. Uh, the thing is I didn't have my information on the bank, and you said that it was already paid, so I just wanted to check that uh you guys will send out the information to the bank that I added.
[AGENT][NEUTRAL] Of course. And what's that policy number, please?
[CUSTOMER][NEUTRAL] On the account.
[CUSTOMER][NEUTRAL] Oh, OK, give me a second cause he just walked out of the room right, um.
[CUSTOMER][NEUTRAL] But yeah, how long does it take to receive the payment?
[AGENT][NEUTRAL] Usually it's, um, uh, 8 to 10 business days.
[AGENT][NEUTRAL] Is that how long it takes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Understand.
[AGENT][POSITIVE] And you can, I'll be glad to look up your policy and, and check.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, give me one second. Let me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] One sec, sorry, I'm getting it online.
[AGENT][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEUTRAL] OK, it's 02301155.
[AGENT][NEUTRAL] Thank you. And if I could verify your um last name, uh date of birth, and a phone number, please. I just want to make sure I've got the right uh policy.
[CUSTOMER][NEUTRAL] Yeah. [PII], [PII], um.
[CUSTOMER][NEUTRAL] Well, uh, phone number [PII].
[AGENT][POSITIVE] Wonderful, thank you. OK, let me see.
[AGENT][NEUTRAL] Let's see what we've got here.
[AGENT][NEUTRAL] So, apparently we
[AGENT][NEUTRAL] Had a
[AGENT][NEUTRAL] OK. Now, what you have is a direct deposit with us.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I just added it.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Right. So $750 should have been cashed into your account. So let's see what we have here.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Check and see who we have uh.
[CUSTOMER][NEUTRAL] to do that.
[AGENT][NEUTRAL] We can see what we've got.
[AGENT][NEUTRAL] I'm sure we have your direct deposit slip on here. I'm just gonna see if I can't find it.
[CUSTOMER][NEUTRAL] I don't know that.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, it doesn't look like I'm able to see your bank, your bank information on here. Um, normally whenever you send that to us, sometimes we can see it, sometimes we can't. It doesn't look like an like I've got it, um, but you did send in, you did send in a direct deposit to us, is that correct?
[CUSTOMER][NEUTRAL] Oh, can, can you repeat that? Sorry, I have a background noise.
[AGENT][NEUTRAL] You, you did send in
[AGENT][NEUTRAL] Sure, you did send in a direct deposit to us, did you not?
[AGENT][NEUTRAL] So that we could
[CUSTOMER][NEUTRAL] I, I, I, I use, I just added it to my profile. I I don't know if I need to send something else.
[AGENT][NEUTRAL] No, no, it doesn't look like it because it looks like, uh, today, as of today, um, bank information was added for this policy. Now I'm not able to see it, but it does look like it's gone through our billing department and um we did receive something from you today. Um, did you send it at [PII] this morning, or at least that's when we, um, it looks like that's when we started, that's when we updated the system is at [PII] this morning.
[CUSTOMER][NEUTRAL] Yeah, yeah, I just, I just added it right now before calling.
[AGENT][POSITIVE] Awesome. That's wonderful. Well, then it looks like we've received it. Um, there shouldn't be a problem. Uh, it looks like we've gotten the information on that and, and just because I can't see it doesn't mean anything. It just, it looks like uh we, we do have notes in the system that it has been received and it has been updated. So, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, it looks like we've got it.
[CUSTOMER][NEUTRAL] OK, so I don't need to do anything else uh to get the payment, right?
[AGENT][POSITIVE] It doesn't look like it. It looks like it's been taken care of. So I think we're good. I think we're good on this.
[CUSTOMER][POSITIVE] OK, thank you. I appreciate it. Have a nice one, OK?
[AGENT][POSITIVE] OK, if there's nothing else I can help you. Thanks for contacting APR. Have a good.
[CUSTOMER][NEUTRAL] No.