AccountId: 011433970860
ContactId: 1b2617f6-b3cf-4f95-8e56-5fe06cfea3c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276010 ms
Total Talk Time (AGENT): 150810 ms
Total Talk Time (CUSTOMER): 64175 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/1b2617f6-b3cf-4f95-8e56-5fe06cfea3c0_20250221T14:20_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, so my name is uh [PII], and I was calling to check on a claim.
[AGENT][NEUTRAL] I'm sorry, [PII], what was your last name?
[CUSTOMER][NEUTRAL] Sister?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] He is there.
[AGENT][NEUTRAL] Can you spell it for me, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], and you're needing to check on a claim status for yourself. Is that correct?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, so I can help you with that and what is your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number please?
[CUSTOMER][NEUTRAL] It's 968-817.
[AGENT][NEUTRAL] 968-817, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am, 9968-817.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mr. [PII], I'm very sorry about that.
[AGENT][NEUTRAL] So any information that I provide for you today will be a verification of benefits and not a guarantee of payment. I will need to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and you did say this claim is gonna be for yourself, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The same number we have on file for you is the same as the one you gave me, so again that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And is there a OK, is it the most recent claim that we have processed for you? I see that we just processed a claim for you on yesterday.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. All right. So on this claim, Mr. [PII], I do see that there was a $2000 benefit.
[AGENT][NEUTRAL] Paid on this claim?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the remark on the claim states that with the payment of this check, the maximum benefits payable for this accident have been met.
[CUSTOMER][NEUTRAL] Yeah, I want to know could they uh deposit direct deposit.
[AGENT][NEUTRAL] It is scheduled for direct deposit, yes sir, and that typically takes 2 to 3 business days to be received, so it went through our nightly processing last night, so it will probably be uh depending on your financial institution, it would be the first part of this, you know, next coming up week.
[CUSTOMER][NEUTRAL] Ma,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else, Mr. [PII] that I can
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][NEUTRAL] Help you with today?
[CUSTOMER][NEUTRAL] No, that, that, that'd be all.
[AGENT][NEUTRAL] Mr. [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes ma'am, are you going in and out.
[AGENT][POSITIVE] OK, then. Well, thank you so much.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I guess I don't know what's quite wrong with the phone. I'm not sure who's end it's on the issue. I do apologize if it's on my end, but um.
[AGENT][POSITIVE] Is if that's all then that I can help you with today, thank you again for calling APO and I hope you have a very nice weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes sir, thank you very much.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Mm. Bye-bye.
[CUSTOMER][NEUTRAL] I