AccountId: 011433970860
ContactId: 3b5c7ba0-9cdd-4b2c-b310-49f6997ca880
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317160 ms
Total Talk Time (AGENT): 124659 ms
Total Talk Time (CUSTOMER): 83676 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/3b5c7ba0-9cdd-4b2c-b310-49f6997ca880_20250326T16:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, um, I was calling about my claim.
[CUSTOMER][NEUTRAL] Um, I saw that it was all already processed online.
[AGENT][NEUTRAL] OK, are you wanting to check?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes ma'am, I, I was calling also to see about the director.
[AGENT][NEUTRAL] OK, so you're wanting to check your claim status?
[CUSTOMER][NEUTRAL] Well, not change it, um, it already been processed and, um, submitted and agreed to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But I was calling to see because I had to um print out a uh direct deposit form and turn it in so I was calling to see if that was in the system and how long before they send out the payment.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, so you're wanting to verify that we did receive your direct deposit information, is that correct? It's been processed.
[AGENT][NEUTRAL] Into the system yet.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, sir, I can help you with that. And who am I, excuse me, who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Have it pulled up let's see.
[CUSTOMER][NEUTRAL] Um, policy number is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 256.
[CUSTOMER][NEUTRAL] 6202.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please, Mr. [PII] to get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and any information, Mr. [PII], that I do provide for you, which it's not a guarantee of payment, I will need to verify some things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you. Also your home.
[AGENT][NEUTRAL] Home mailing address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one that you gave me, so that is your best contact number. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you. And lastly your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, Mr. [PII], thank you very much for verifying all of your information. So yes sir I do see that we received your uh direct deposit information.
[AGENT][NEUTRAL] Um, and that has been added to the system. Your claim went through nightly processing last night and it should.
[AGENT][NEUTRAL] It is for direct deposit typically that's 2 to 3 business days. It kind of depends upon the financial institution, but again, typically it's about 2.
[AGENT][NEUTRAL] 2 to 3 days, 2 to 3 business days.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I just wanted to make sure to be on the lookout for it and make sure the direct deposit went through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it's
[AGENT][NEUTRAL] Uh, sure. Yes, sir. It go for direct that information was received and yes, it, the funds have been direct, it's for direct deposit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome and is there anything else, Mr. [PII], I can help?
[CUSTOMER][POSITIVE] Oh thank you I appreciate your help.
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][NEUTRAL] You with
[CUSTOMER][NEUTRAL] No, ma'am, that'd be it.
[AGENT][POSITIVE] OK, well then, thank you again for calling PO and I hope you have a, OK, well, have a wonderful afternoon and thank you again for calling APL.
[CUSTOMER][POSITIVE] Alright you have a good enjoy your weekend.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] Bye-bye.