AccountId: 011433970860
ContactId: 175fd3d3-6cd6-40e3-8cc1-5320040d8f8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277049 ms
Total Talk Time (AGENT): 111301 ms
Total Talk Time (CUSTOMER): 127319 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/175fd3d3-6cd6-40e3-8cc1-5320040d8f8c_20250418T12:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII]. How are you?
[AGENT][POSITIVE] Oh I'm good how are you?
[CUSTOMER][NEUTRAL] Good, um, can you look at a claim for me?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0259.
[CUSTOMER][NEUTRAL] 73677363 for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm looking at claim number 3590069.
[CUSTOMER][NEUTRAL] And so the stat date I could tell of course it's processed but.
[CUSTOMER][NEUTRAL] It looked like it it did release last night but it's still in that [PII] status.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And the insured said she called yesterday and was told that it processed on the [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I didn't know if it went to audit because of the amount, but it's still looks like the check.
[CUSTOMER][NEUTRAL] Released last night.
[CUSTOMER][NEUTRAL] Or the deposit.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I know, I don't know what she let me see if I can pull it up to see when she completed it.
[CUSTOMER][NEUTRAL] OK, and she said on online she said it's still pin it shows pen pending.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know when you go to CLPAY, how would we how do we tell that it's being reviewed like in audit?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Are we able to?
[AGENT][NEUTRAL] We're, we're not.
[CUSTOMER][NEUTRAL] For the IA 72.
[AGENT][NEUTRAL] Yeah, but it, it's uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If it was in audit, it would be in uh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] When you pull it up, it should say in audit review.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, got it, got it, got it.
[AGENT][NEUTRAL] But it looks like in [PII] she released it to 597363.
[AGENT][NEUTRAL] And on history.
[CUSTOMER][NEGATIVE] I get stuck.
[AGENT][NEUTRAL] Right, that's fine.
[AGENT][NEUTRAL] No, it looks like she just did it today.
[AGENT][NEUTRAL] It was just completed on today. Mhm.
[CUSTOMER][NEUTRAL] Just today.
[CUSTOMER][NEUTRAL] OK, OK, how can you tell? Well, can we tell on our end?
[AGENT][NEUTRAL] Well I was looking at history, uh, when I go look pull up the claim and I look at history and I can see the date that she added keyword complete so it looks like she just completed it this morning.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Around 704.
[CUSTOMER][NEUTRAL] OK, and you know when it's set up on direct deposit it usually like where that Y is under the check uh field 00 it'll go to the direct deposit once it releases, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so probably on Monday if she checked back on Monday, the wife should have moved to uh the DD field.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The direct deposit, OK, got it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alrighty, thank you, ma'am.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Alright, no problem.
[CUSTOMER][POSITIVE] And happy resurrection Day, this is my favorite holiday.
[AGENT][POSITIVE] It, it, yeah, but I guess what I had when I had my children was smaller. I mean, it is. I like it because it's like everything's so new and we go to church and everybody be so happy at church on Sundays.
[AGENT][NEUTRAL] I don't know. Me and the holidays are just not mission lately.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][POSITIVE] Yeah, it's I mean it's like it's it's it's like another holiday whatever and so you know I'm excited I'm excited for the reason.
[CUSTOMER][NEUTRAL] Yeah, but what, but, but what I like is that the.
[CUSTOMER][POSITIVE] Yeah, the the the the you know, the crucifixion, that part is what just gets me. That's what I love. All that other stuff.
[AGENT][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] Yeah, and so I.
[CUSTOMER][NEGATIVE] The man stuff, you know, dress and all that kind of stuff. I don't care about that.
[AGENT][NEUTRAL] Yeah, yeah. Right. Right. And so, uh, I don't know.
[CUSTOMER][NEUTRAL] Yeah, I watched that movie over and over and over and over and over again.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, but I, I don't know.
[CUSTOMER][NEUTRAL] OK, so I, I will let the insured know that's what I told her, but I said let me double check because she kept saying it was processed on the [PII], I believe she said and I'm like.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm, I'm not, I'm not seeing that, but yeah, so this it's been released today and uh.
[CUSTOMER][POSITIVE] So thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, yeah
[AGENT][NEUTRAL] Yeah, hopefully she she sees on Monday, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] Have a great day.
[CUSTOMER][NEUTRAL] Uh, you too, bye bye.