AccountId: 011433970860
ContactId: 17d27e49-1df7-4567-9416-b290c5f9874c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417549 ms
Total Talk Time (AGENT): 116158 ms
Total Talk Time (CUSTOMER): 125708 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/17d27e49-1df7-4567-9416-b290c5f9874c_20250415T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I was calling because I saw on my account that one of my claims, uh, is gonna be paid out, and I was just wondering when that money would come in.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] OK, do you have your social or I can look it up by your last name.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, let me get this pulled up. Give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And a few more pieces of information. What is your address?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's uh [PII], and my mailing is [PII].
[AGENT][NEUTRAL] Um, and lastly your email address.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Was this a claim for yourself?
[CUSTOMER][NEUTRAL] It's for my husband.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, let's
[AGENT][NEUTRAL] And do you have your husband's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][NEUTRAL] OK, and you said you sent it when did you send it in? I, I don't see a claim on file.
[CUSTOMER][NEUTRAL] It's on the lapsed um policy because it was for [PII].
[AGENT][NEUTRAL] Oh, OK, let me see what that is. Let's see.
[AGENT][NEUTRAL] OK, let's see what we.
[AGENT][NEUTRAL] OK, let me look that one up. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And you said that was for [PII]. Is that right?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's yeah, [PII].
[AGENT][NEUTRAL] OK, looks like that was sent out on [PII]. So you should receive it any day. Um, looks like it's a paper check bill and the amount was 191308.
[CUSTOMER][NEUTRAL] Oh, OK, because I had set up the direct deposit, but it's a paper check.
[AGENT][NEUTRAL] It is a paper check and when did you set up the direct deposit?
[CUSTOMER][NEUTRAL] Mm, maybe a week before I had filed that claim.
[AGENT][NEUTRAL] OK, it may have just crossed with it being processed and then that's getting it filed. Um, let me make sure we've got your direct set up, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah. Looks like we do have it set up now, but that will be a paper check, so do look out for that in the mail.
[CUSTOMER][NEUTRAL] OK and um can I confirm that uh direct deposit the numbers y'all have on file? Because when I put it in it was pulling up another bank but I talked to another representative and she said that that would be OK as long as the routing number and the account number were correct.
[AGENT][NEUTRAL] OK, yes, I've got it pulled up. Um, what were those numbers?
[CUSTOMER][NEUTRAL] OK, let me, let me get it real quick.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I've got a different account number. Do you have a diff I've got those.
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, that's what I have.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] Alright, well thank you so much for your help. So if when I make another claim then it should be direct deposit?
[AGENT][NEUTRAL] That's correct. Let me make sure that that's set up on your current account. Give me one moment.
[CUSTOMER][NEUTRAL] Oh, I guess I put it on the other. I don't know.
[AGENT][NEUTRAL] Yeah, it's on the old account, but let's see, I'm just curious if it.
[AGENT][NEUTRAL] Because you might wanna, if it's not that.
[CUSTOMER][NEUTRAL] I just set it up online. Yeah.
[AGENT][NEUTRAL] Did you?
[AGENT][NEUTRAL] Did it ask for an account number when you set it up online? Do you recall?
[CUSTOMER][NEUTRAL] Mhm, it did.
[AGENT][POSITIVE] OK, yep looks like we've got it.
[CUSTOMER][NEUTRAL] But I guess maybe because the policy lapsed, it's just different.
[AGENT][NEUTRAL] Yeah, we've got it plugged in for the, um, that one too, your current account.
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Mhm bye bye.