AccountId: 011433970860
ContactId: 30f2d64e-52c9-4f45-852a-d00d1f739eb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199600 ms
Total Talk Time (AGENT): 49134 ms
Total Talk Time (CUSTOMER): 92090 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/30f2d64e-52c9-4f45-852a-d00d1f739eb7_20250206T17:03_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, um, my husband had filed a claim. I just opened the envelope and he's like, call him please. Um, it says with this check there's no check. Let me give you the claim number 3558527. It's for [PII], my husband.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, it's gonna be a minute. I have to pull the image of the claim first and then the policy, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have a
[CUSTOMER][NEUTRAL] I'm just calling because I go ahead your date of birth or what?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, let me have uh a callback number just in case we get disconnected in your name.
[CUSTOMER][NEUTRAL] My name is [PII] My phone number is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and may I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the mailing address on file for verification.
[CUSTOMER][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] [PII] we just moved here a year ago [PII].
[AGENT][POSITIVE] OK, thank you. Alright.
[CUSTOMER][NEUTRAL] I don't know if they dropped the uh the check.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You know, left it on the counter and, and then mailed it, but it says, how does it say with this check and there's no check. I called my husband I'm like what is what are they doing? Keeping the checks?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was a direct deposit.
[CUSTOMER][NEUTRAL] Oh, it's a direct deposit?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So why would it say with this check?
[AGENT][NEUTRAL] Meaning that with that payment.
[CUSTOMER][NEUTRAL] OK, so how do we know? I'm gonna have to have my husband and it went into his account.
[AGENT][NEUTRAL] Yeah, it went to his account. It was direct deposit he set up for direct deposit.
[CUSTOMER][NEUTRAL] OK, let me call him and let him know that because it says we because normally we've been getting this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In the mail with the envelope and it says with this check and I'm like where's the check? So it was directly deposited.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I understand.
[AGENT][POSITIVE] Yes, yes, this one was direct deposit. Mhm.
[CUSTOMER][POSITIVE] OK, I'm gonna call him right now. Thank you. OK, bye bye.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you today?
[CUSTOMER][POSITIVE] No, that's it thank you bye.
[AGENT][POSITIVE] You're welcome.