AccountId: 011433970860
ContactId: 216de5ba-8997-4942-96d1-9e29eb6a7403
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 556250 ms
Total Talk Time (AGENT): 230576 ms
Total Talk Time (CUSTOMER): 139448 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/216de5ba-8997-4942-96d1-9e29eb6a7403_20250513T14:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing? My name is [PII]. You can hear me good?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] Um, I have a question. I had called yesterday. Um, I have a claim, um, that was supposed to be, um, I do my job, but, um, um, the question I had that, um, I sort of, um, just put a couple that check on you said that was on the [PII], but my question was could they put it on my debit card instead of doing that or do they have to send a check out?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] It doesn't have to be a check sent out like we can do direct deposit, but we wouldn't like put it on a card or anything, it would just go into your account.
[AGENT][NEUTRAL] But if the check, I mean like if the claim has already been processed and everything, um, I can see the direct deposit form, so that moving forward, it can be direct deposited, but for this one since it's already done.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you, is it done?
[CUSTOMER][NEUTRAL] Oh, it's already done already.
[AGENT][NEUTRAL] Let me take a look.
[CUSTOMER][NEUTRAL] See, I'm
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And Mr. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02373131.
[AGENT][NEUTRAL] 02373131
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, here we go. And Mr. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Um, [PII], um, the address is [PII]. I think it should be [PII].
[AGENT][POSITIVE] Yes, and thank you so much for verifying your information. So, let me see.
[AGENT][NEUTRAL] This is from the the April payout? Oh yeah.
[CUSTOMER][NEUTRAL] It should be for them, it should be about when they pay out or something like that.
[AGENT][NEUTRAL] I see it here.
[AGENT][NEUTRAL] From May?
[CUSTOMER][NEUTRAL] Yeah, I think so.
[AGENT][NEUTRAL] You've already submitted the claim?
[CUSTOMER][NEUTRAL] Uh, no, they already had submitted the claim already. I talked to somebody yesterday. It's already in a computer.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Your job is submitting it to us.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so they haven't sent it over yet. So, what I can do, uh, if you want me to send the direct deposit form to you, I can email it to you, um, and you can fill it out and email it back to the email that it is coming from, and then we can go ahead and get the direct deposit, um.
[AGENT][NEUTRAL] Like form process so that when your job does send the claim and it finishes processing, that one will be direct deposit and moving forward would be direct deposit.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, so, so, so this one right here won't be direct fire, but the next one will be.
[AGENT][NEUTRAL] Well, so the one that they're sending in for May, we haven't received it yet, so you, it, it could possibly be in, you know, you could send it in in time because we don't have it here yet. Last thing we have here is April.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, alright, because they were saying they were gonna be sent out on [PII]. I don't know why they told me that yesterday, so that's what I was saying.
[AGENT][NEUTRAL] So like
[AGENT][NEUTRAL] OK, you're sending it on [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah check was supposed to be what's gonna be mailed out on [PII].
[AGENT][NEUTRAL] Oh, wait, wait, wait, wait. So,
[AGENT][NEUTRAL] Let me see if this is for.
[AGENT][NEUTRAL] Let me look at this. Hold on. Do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Alrighty, alrighty.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] All right. You are on hold.
[AGENT][NEUTRAL] OK, now.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, thank you so much for holding. So I think I figured out what's going on. OK. So the April bill or the April payment was mailed out to you.
[AGENT][NEUTRAL] Um, it should, that, that should, should be on the way or you should be receiving that one soon. Now for May,
[CUSTOMER][NEUTRAL] Yes, I got
[AGENT][POSITIVE] Your job hasn't sent it yet, but in the meantime, I'm gonna send the direct deposit form so that you can depending on how quick you can get it back to us, it doesn't take long to like we can get it done today. So that when that claim that your job is sending in for May comes in, your direct deposit form will already be done and that May claim will be direct deposited and moving forward.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Alright, that's cool. That's fine with me.
[AGENT][NEUTRAL] OK, so, and then this April, the April check, so have you received the April check yet?
[CUSTOMER][NEUTRAL] Yeah, I, I received that one.
[AGENT][NEUTRAL] OK, so you're OK for April.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then can you repeat your email address for me so that I can um send the direct deposit form to you.
[CUSTOMER][NEUTRAL] Uh, mister.
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] S T E R.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I'll go ahead and send the direct deposit form over to you and then um once you fill it out and send it back to us, we'll go ahead and process it, so the direct deposit will be on file for any claims that come in.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] So, um, one thing, so like on your, on your claim is that they, they do so much percentage from your job and all that, that's that, that's that what they do, whatever income you that you make.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So let me see what yours is. Hold on one moment.
[AGENT][NEUTRAL] And just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So for yours, um, OK, so your disability benefit will be $1300 not to exceed your 60% of your compensation. So your your amount is going to be $1300.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, all righty.
[AGENT][NEUTRAL] But as far as the [PII], so when you get, I don't know how long you're gonna be out still, but you know about your continuation to send that in so we can go ahead and get the next month started, right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well, I will go ahead and send this over for you, um, or send this to you so that we can get this processed for you. Was there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Um, I appreciate that so much.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.