AccountId: 011433970860
ContactId: 2e3e7062-effa-4f89-b195-036cd3e5392c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137750 ms
Total Talk Time (AGENT): 24691 ms
Total Talk Time (CUSTOMER): 52239 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/2e3e7062-effa-4f89-b195-036cd3e5392c_20250616T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][POSITIVE] Well, I waited 15 minutes, but I think I got my answer. You are now um paying benefits direct for direct deposit, right?
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Um, yes, we can do that.
[CUSTOMER][NEUTRAL] OK, and what did it show up on my account as American Public direct deposit?
[AGENT][NEUTRAL] Um, let me check and see what it says.
[CUSTOMER][NEUTRAL] Because I was looking for $40.
[CUSTOMER][NEUTRAL] And benefits, and there it is on my statement.
[CUSTOMER][NEUTRAL] It was paid on [PII].
[CUSTOMER][NEUTRAL] As a credit
[CUSTOMER][NEUTRAL] American Public direct deposit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm assuming that's you. I think that's you.
[AGENT][NEUTRAL] What is your policy number and I can check.
[CUSTOMER][NEUTRAL] OK, my policy number is.
[CUSTOMER][NEUTRAL] 450759
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII]. I'm the policy holder.
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, it looks like that was from us for $40.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, OK, that's what I was looking for. So, OK, so now I know that it just comes direct deposit then, very good. OK, thank you.
[AGENT][POSITIVE] Yes, right. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.