AccountId: 011433970860
ContactId: 15601a29-2a96-4f4d-b3a4-5e0e43043817
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128800 ms
Total Talk Time (AGENT): 36912 ms
Total Talk Time (CUSTOMER): 63890 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/15601a29-2a96-4f4d-b3a4-5e0e43043817_20250128T13:42_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling to check on a claim please.
[AGENT][NEUTRAL] OK, I can help you. What's your name and the policy number?
[CUSTOMER][NEUTRAL] I don't have my policy number on me, but I got my name. My name is [PII].
[AGENT][NEUTRAL] What's your social security number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Do you know what type of policy you have?
[CUSTOMER][NEUTRAL] Uh, medical.
[AGENT][NEUTRAL] And your complete mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and what's your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that information Mr. [PII], and how can I help you?
[CUSTOMER][NEUTRAL] I'm just calling to see, uh, I got the text that my claim's been settled on that payment.
[CUSTOMER][NEUTRAL] That payment is coming to me, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, now, uh, do you know if it's gonna be a check or is it gonna be the main deposit because I did my, I did my, uh, uh, whatever you wanna call it.
[AGENT][NEUTRAL] It's direct deposit.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's coming direct deposit.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK. All right. Do you know when?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it was processed on the [PII], um, allowed 3 to 4 business days for it to, um, deposit into your uh account.
[CUSTOMER][POSITIVE] All right. OK. Thank you, ma'am. Appreciate it.
[AGENT][POSITIVE] You're welcome. Anything else I can help out with?