AccountId: 011433970860
ContactId: 2f5cda98-523e-4cb9-849b-0fb9f94183ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163630 ms
Total Talk Time (AGENT): 65276 ms
Total Talk Time (CUSTOMER): 82286 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/2f5cda98-523e-4cb9-849b-0fb9f94183ed_20250529T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. Um, I have accidental insurance there and I, you guys had had me as like paper check, but like, I just wanna make sure you got my, um, I had already sent my um direct deposit stuff a while back, like a couple of months ago. I just wanna make sure that it got fixed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, absolutely. What's your policy number? Do you have that, [PII]?
[CUSTOMER][NEUTRAL] No, I'm sorry, I don't.
[AGENT][NEUTRAL] OK, we can look it up by your name or social, whichever you want you prefer to give me.
[CUSTOMER][NEUTRAL] My social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. Bear with me here just one moment. I'm gonna do a search for that here.
[AGENT][NEUTRAL] And [PII], do you have a good
[CUSTOMER][NEGATIVE] Cause they're supposed, I'm still supposed to have a benefit on there, like that they still have to pay me and I don't wanna get another paper check. So.
[AGENT][POSITIVE] Yeah, definitely. I got you.
[CUSTOMER][POSITIVE] I just wanna make sure it's right.
[AGENT][POSITIVE] Yeah, no problem. Do you have a good call back number just in case anything happens on our call?
[CUSTOMER][NEUTRAL] I don't know, I don't even have a
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. I just need your date of birth and address, please.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, so I do show that we have uh the bank banking information on file, so any claims going forward should be direct deposit.
[CUSTOMER][NEUTRAL] They did get it fixed? OK. Do you happen to know what address they sent the check out to?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because I have a, like an address and then a mailing address and I just, so I'm not sure what they did.
[AGENT][NEUTRAL] Yeah, let me look at the last one here and see where that was sent to. One second.
[AGENT][NEUTRAL] OK, so the last check was sent to [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That's fine. That's actually my mailing address, so that's fine. Yeah. I just want to make sure where I was expecting to get this my, I don't know why I have to explain, but that's my mom's house. I just tell everybody everything.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] Oh, no, no worries.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Anything else I can check on?
[CUSTOMER][POSITIVE] Oh no, that's it. Thank you. I just want to make sure because I don't wanna have to get another check so all right, thank you so much.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] You're very welcome. Uh-huh. Bye-bye.