AccountId: 011433970860
ContactId: 0ad77c76-3a83-43cc-9e0d-72f53c8ef065
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186949 ms
Total Talk Time (AGENT): 55319 ms
Total Talk Time (CUSTOMER): 98551 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/0ad77c76-3a83-43cc-9e0d-72f53c8ef065_20241231T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is, uh, [PII]. I'm calling about my claim. I see that it was, uh, just processed and I just need to know what it's going to pay out.
[AGENT][POSITIVE] OK, I'm happy to take a look. Do you have your policy number or the claim number?
[CUSTOMER][NEUTRAL] I have a claim number. It's 354587.
[AGENT][NEUTRAL] Alright, and that was 354-587?
[CUSTOMER][NEUTRAL] 17.
[AGENT][POSITIVE] 17. I'm sorry about that.
[CUSTOMER][NEUTRAL] Sure
[AGENT][POSITIVE] Alright thank you so much let me just pull this up here give me one moment please.
[AGENT][NEUTRAL] Right. And then on the policy, just for verification, [PII], can I please have your date of birth and address?
[CUSTOMER][NEUTRAL] Yeah, [PII]. The address is [PII].
[AGENT][NEUTRAL] Alright, thank you so much. So I'm showing on this claim a benefit payment was made in the amount of $2,554.62.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] Uh, that is going to make sure we got them all the right numbers here. I hate for somebody else to get my money because of a typo.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Alright, and that is going to be going to the, uh, Bank of America account, uh.
[CUSTOMER][NEUTRAL] Let me get that, that is with the uh account number of [PII].
[AGENT][NEUTRAL] Correct, that's what we have on file, yeah.
[CUSTOMER][NEUTRAL] OK, alright, and when will that actually did you say that that went out already?
[AGENT][NEUTRAL] Uh, let me see when this was.
[CUSTOMER][NEUTRAL] It was approved like.
[AGENT][NEUTRAL] OK, so, yeah, yeah, it looks like it was approved yesterday, so you should have it in the next day or two.
[CUSTOMER][NEUTRAL] Oh, so because it takes about 2 days or so to get to get to me. OK, cool.
[AGENT][NEUTRAL] Yeah, to direct deposit, yeah.
[CUSTOMER][POSITIVE] Alright, cool, cool, cool, uh, that, that would be great. Get that at the bank and, and, uh, you know, maybe I can start to pay some of these bills. Yay, wonderful. OK, um, well I do appreciate it. Thank you. I'll just be looking for a deal for a couple of days, couple of days.
[AGENT][POSITIVE] My pleasure. Thanks for calling APL [PII]. Have a great day.
[CUSTOMER][POSITIVE] Alright, you too, sir. Thanks, bye bye.
[AGENT][NEUTRAL] All right, bye bye.