AccountId: 011433970860
ContactId: 3e14de35-91a2-4e95-86ce-9cb12ff579c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130479 ms
Total Talk Time (AGENT): 56480 ms
Total Talk Time (CUSTOMER): 76514 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/3e14de35-91a2-4e95-86ce-9cb12ff579c7_20250217T20:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I'm trying to check the status of my, um, client. It usually always be done by now. Somehow I haven't got my deposit.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, let's check that for you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Yes ma'am, 02000335.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I lower my TV
[AGENT][NEUTRAL] And Ms. [PII], if you don't mind verifying your date of birth and current mailing address.
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[AGENT][POSITIVE] And then finally, good callback number.
[CUSTOMER][NEUTRAL] I mean,
[AGENT][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] Um, [PII]. I, I mean my stuff has always been in my account by the [PII], even if the weekend, you know, by the [PII] it's always there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it looks like
[CUSTOMER][NEUTRAL] And I know I sent it in.
[AGENT][NEUTRAL] Yeah it looks like it is being processed today so it should be uh notifying your bank tomorrow.
[CUSTOMER][NEUTRAL] Oh, OK, is it saying how much they're gonna put in there yet? Can you see that part?
[AGENT][NEUTRAL] Um, looks like $897.39.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So you should be seeing it sooner. I know, I know you're just sitting there waiting for it cause I've been where you are before, so.
[CUSTOMER][NEUTRAL] Mm. Yes. I know it. I know it, and I, I was like, oh Lord, I just had surgery. I'm like, oh my gosh, cause I'm so used to, yeah, I'm so used to it. It usually comes like, even it used to be exactly the [PII]. That's why I send it in and it's usually there either before if it's on the weekend, it used to be there before the [PII]. It's, this is the latest it's ever been. I was like, oh, is something wrong?
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] No, you're good. You're good. It's just coming later than normal. I do apologize and I hope you get to feeling better, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] Alright, you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 15 seconds.