AccountId: 011433970860
ContactId: 290de096-aa20-4cfc-b771-bffaec851ac9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303579 ms
Total Talk Time (AGENT): 134457 ms
Total Talk Time (CUSTOMER): 99700 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/290de096-aa20-4cfc-b771-bffaec851ac9_20250530T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am. My name is [PII]. Um, I'm calling concerning, um, I received an explanation of benefits on a payment that I was supposed to receive, and it says it was direct deposit.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says it was direct deposit on um [PII] and normally it goes in right away and I haven't seen that deposit yet.
[AGENT][NEUTRAL] OK, alright, Miss [PII], um, can you please give, and I can help you and check that claim for you to see about the direct deposit. Would you please give me your callback number, ma'am, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] It's 0227.
[CUSTOMER][NEUTRAL] 1299
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK, Miss [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am, and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, address is [PII].
[CUSTOMER][NEUTRAL] Phone number, what you, what else you said? Address.
[AGENT][NEUTRAL] Your, your email address and then your phone number on the policy?
[CUSTOMER][NEUTRAL] Um, phone number is [PII].
[CUSTOMER][NEUTRAL] And the email is probably [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying your information for me, Miss [PII].
[AGENT][NEUTRAL] OK, and do you have the um claim number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, yes, the claim number is 3605219.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I am showing, as you said that it did go out on [PII]. Let's verify your um bank routing number and your account number for your direct deposit, make sure that nothing's changed.
[CUSTOMER][NEUTRAL] OK, hang on, let me grab that real quick.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I mean nothing has changed. I've received payments before, but let me just make sure yeah, nothing.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Um, the routing number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Account account number [PII].
[AGENT][NEUTRAL] OK, that's matching up so that nothing's wrong with there, uh, and looking at it, like I said, it did go out the [PII]. You do need to give or take a couple of days for the bank to process it. It may be a situation where you can call the bank and ask them if they have it because we did have, um, so it went out on Friday and then there was.
[AGENT][NEUTRAL] Two or 2 days for the weekend that it wouldn't have processed and then we had Memorial Day so it just might be a little late because of the holiday.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, I think I'll just give it till like Monday and see if it shows up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, yes ma'am, and then like I said if you still need to um call your bank and just ask them if they have it ready for processing and when it'll be released they they should be able to give you that information.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Great, OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks you too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.