AccountId: 011433970860
ContactId: 108d79a7-e476-4045-a8e5-15d3e2dd6195
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201740 ms
Total Talk Time (AGENT): 72240 ms
Total Talk Time (CUSTOMER): 72192 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/108d79a7-e476-4045-a8e5-15d3e2dd6195_20250108T14:22_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling in regards to speak with someone about a um text message that I received, and I have a, um, a claim number.
[AGENT][NEUTRAL] OK, so you're calling in regards to a claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that and may I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, I don't have the policy number on me.
[AGENT][NEUTRAL] OK, may I have your social?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And that was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And Mr. [PII], can you please verify your mailing address?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And can you also verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And for our records, can you verify your email address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And will this be a claim regarding yourself?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, you received that notification. I show a claim, a claim was processed. Looks like a claim was processed on yesterday. I show a benefit was issued in the amount of $400. Looks like for dates of services of [PII].
[CUSTOMER][NEUTRAL] And I have claim number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I have a question. Um, will it be by check or do it or cause I, I think I filled out a long time ago for a direct deposit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it is set up for direct deposit and that depends upon your your, your banking institution on how many days it takes for them to actually apply it to your account, but I do show it was sent for direct deposit.
[CUSTOMER][NEUTRAL] OK, OK, I need to just log back in and check and see cause I think I don't know if my account.
[CUSTOMER][NEUTRAL] If I change it? I still have Navy Federal, but, or whatever, but OK, I'll log back in.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] OK, well thank you for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye.