AccountId: 011433970860
ContactId: 304f08fb-7d71-4beb-bc85-1ba3584ad7a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 612020 ms
Total Talk Time (AGENT): 133325 ms
Total Talk Time (CUSTOMER): 118695 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/304f08fb-7d71-4beb-bc85-1ba3584ad7a7_20250310T21:21_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. I'm calling to
[CUSTOMER][NEUTRAL] I'm calling to check to see if, if, uh, I just send you my my claim application send it by fax. I want you to please check and see if if it's been received.
[AGENT][NEUTRAL] OK, so you want to know if we have received your claim?
[CUSTOMER][NEUTRAL] Yeah, my team, I send it by fax.
[AGENT][NEUTRAL] OK, um, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, my policy number is 02432636.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. May I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And I need to verify the mailing address and email address.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, my, my email address is [PII].
[CUSTOMER][NEUTRAL] My mailing address, um, I mean my house address is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. zip is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. So it looks like they're working on it right now as we speak. So the payment should be out shortly, um, but yeah, it looks like we did receive the claim on the [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The thought of much, but they say that the the.
[CUSTOMER][NEGATIVE] That the one that I sent on the [PII], what happened, they couldn't get it. It was too large.
[CUSTOMER][NEGATIVE] They couldn't get it to minimize smaller.
[CUSTOMER][NEUTRAL] So that's why I had to I had to went out to to the fax machine and I send this one by fax.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] About an hour ago.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Alright, uh let's see, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it looks like she is uh processing the claim today, so yes, it looks like she's getting ready to send you a check.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I won, I wonder if you couldn't send it straight to my uh to my direct, uh, deposit.
[AGENT][NEUTRAL] Have you filled out direct deposit?
[AGENT][NEUTRAL] Yeah, in order for us to send the direct deposit, you need to fill out a direct deposit form and send it to us, and it takes 24 to 48 hours to be set up in the system.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So this one will have to
[CUSTOMER][NEUTRAL] Uh, do you have?
[AGENT][NEUTRAL] Just go ahead.
[CUSTOMER][NEUTRAL] Do you have a form that that you could send for me so I can fill?
[AGENT][NEUTRAL] Yeah, I can go ahead and send it to you or you can find it on our website. Um, let me go ahead and send a copy, one moment.
[CUSTOMER][POSITIVE] I, I appreciate it.
[AGENT][NEUTRAL] You're welcome. Do you mind holding for me while I send this out to you right now?
[CUSTOMER][POSITIVE] I don't mind. I'll stay on the line.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, I went ahead and send that over. Do you wanna check and see if you received it?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I'll check right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, I got it.
[AGENT][POSITIVE] OK, perfect. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Well, I think that, OK, could, could you tell me that, could you see the amount that they got to send for me?
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] It's being processed today, so, um, yeah, um, we probably will have that in the next um 24 hours because she's working on it right now as we speak.
[CUSTOMER][NEUTRAL] OK, OK, so I go, I got just fill, fill, fill out the this and then send it back in, right?
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Uh, correct. Now, it's not gonna be for this payment because this one is already in the works, so we're not gonna have enough time to get it there to get the direct deposit processed through. But if you have another check or another payment coming out to you, then you can use that direct deposit, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][POSITIVE] All right. Is there anything else I may help you today? You're welcome.
[CUSTOMER][POSITIVE] Thank you, thank you.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] That'd be all for now. Thank you.
[AGENT][POSITIVE] All right. You have a good afternoon. Thank you for calling APO.
[CUSTOMER][NEUTRAL] Yeah, you too.
[AGENT][POSITIVE] Thank you, bye bye, Mr.
[CUSTOMER][NEUTRAL] To be to dinner take off on time you want.