AccountId: 011433970860
ContactId: 22ed297d-d919-4d71-8915-849d64e1eb0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138669 ms
Total Talk Time (AGENT): 56884 ms
Total Talk Time (CUSTOMER): 69567 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/22ed297d-d919-4d71-8915-849d64e1eb0e_20250203T15:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, uh, good morning. This is [PII]. Um, may I please give you my claim number? Or do you need the policy number? Which one?
[AGENT][NEUTRAL] Yes, that's
[AGENT][NEUTRAL] If you could give me both, please.
[CUSTOMER][NEUTRAL] OK, perfect. Policy number 0215020.
[CUSTOMER][NEUTRAL] And a 7.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's the policy number. The claim number is 3558-573.
[AGENT][NEUTRAL] OK great and what's a good phone number [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, sure, it's [PII].
[AGENT][POSITIVE] [PII]. Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am
[AGENT][NEUTRAL] And verify your date of birth and your mailing address, please.
[CUSTOMER][NEUTRAL] Certainly it's [PII] [PII].
[AGENT][NEUTRAL] And your email address of record.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that for me, [PII] and you had a question regarding claim 3558573?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm looking on the system and it says the direct deposit on the [PII], but I'm not seeing it in my account yet. Does that mean that it hasn't gone out or it was just approved that day? Can you tell?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so it was, I can, yes, it was processed on [PII], um, but allow 3 to 4 business days. It was released this morning, um, on the [PII], yeah, and so allow allow 3 to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, got it.
[CUSTOMER][NEUTRAL] OK, so I should have it in my account.
[CUSTOMER][NEUTRAL] Sometime this week you think?
[AGENT][NEUTRAL] Yeah, allow 3 to 4 business days and it depends on your banking institution. Some receive it quicker than that, but allow at least 3 to 44 business days to receive that, that, um, deposit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And and you see on the system direct deposit right on your end?
[AGENT][POSITIVE] It is it was it was direct deposited, yes.
[CUSTOMER][POSITIVE] OK, super. OK, great. Listen, that's all I needed thank you so very much and you have a great rest of the day.
[AGENT][POSITIVE] You're welcome, [PII]. If no other questions, thanks for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.