AccountId: 011433970860
ContactId: 0dee7a18-76a0-49d5-95bb-e8a5eefd2e5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219509 ms
Total Talk Time (AGENT): 108719 ms
Total Talk Time (CUSTOMER): 53958 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/0dee7a18-76a0-49d5-95bb-e8a5eefd2e5f_20250207T17:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I so
[CUSTOMER][NEUTRAL] This is [PII], and I'm trying to figure out um I have a notification that y'all paid a claim and I'm trying to figure out um where that the funds are being.
[CUSTOMER][NEUTRAL] Delivered to.
[AGENT][NEUTRAL] 12, OK, sure, yes, I can assist you with that information and um may I have a callback number just in case we get disconnected and the policy number.
[CUSTOMER][NEUTRAL] Um, phone number is [PII] and I can give you my social security number.
[AGENT][NEUTRAL] Oh, bear with me just a second, let me pull another system for them.
[AGENT][POSITIVE] OK, I'm ready, go ahead.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The middle number was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, and Ms. [PII], may I have um the mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] Um, [PII] and what was the other question?
[AGENT][NEUTRAL] Mailing address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] All right. So this is done yesterday. We're sending you the check.
[CUSTOMER][NEUTRAL] OK, I put in my direct deposit information. um, is that not an option or no?
[AGENT][NEUTRAL] Uh let me check and see, um.
[AGENT][NEUTRAL] It depends on how long we took to process the claim.
[AGENT][NEUTRAL] Um, so you send it yesterday, we processed yesterday. When we process that fast, it, it, the direct deposit takes 24 to 48 hours because it needs to be verified by the bank.
[AGENT][NEUTRAL] So it takes a little bit longer. Um, we can stop the payment and wait for that direct deposit or you just wanna go ahead and get that in the check.
[CUSTOMER][NEUTRAL] So, so, but if you mail it, it'll be a while so and is it OK to have it processed through direct deposit?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it has not been set up yet, but I can try to see if we can stop it and see uh when is it gonna be set up.
[CUSTOMER][NEUTRAL] Well, I, I set it up online.
[AGENT][NEUTRAL] Oh, you did? Oh, it doesn't look like it went through. I don't see it here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, are you in front of the computer right now where you can check on it and see?
[CUSTOMER][NEUTRAL] I mean it's in there I mean I'm looking at my bank information right now.
[AGENT][NEUTRAL] Mmm.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] So everything was switched, yes, it is gonna be direct deposit. Everything was switched over to the new policy. I'm so sorry. Yeah, it's under the new policy. Yes, it is gonna be direct depositing. So you should be seeing that in a few days. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] That's all, uh, have a great day.
[AGENT][POSITIVE] You as well. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright bye bye.