AccountId: 011433970860
ContactId: 4235a36a-22c4-4957-9291-0eeec1d6af27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153179 ms
Total Talk Time (AGENT): 81924 ms
Total Talk Time (CUSTOMER): 46951 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/4235a36a-22c4-4957-9291-0eeec1d6af27_20250513T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, Ms. [PII].
[AGENT][POSITIVE] Hello, what can we help you with today?
[CUSTOMER][NEUTRAL] Um, I was calling to see if y'all received my, um, YouTube.
[CUSTOMER][NEUTRAL] Uh, itemized bill and my direct deposit slip.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Absolutely. I can check to see if that's been received. Uh, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, and then before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, uh 1554482.
[AGENT][NEUTRAL] Alright, one moment please.
[CUSTOMER][NEGATIVE] Your phone kinda breaking up.
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEGATIVE] Your phone was kinda breaking up. Uh, I don't know if you had said something.
[AGENT][NEUTRAL] Oh sorry, yes, OK, um, I'm just gonna verify some information really quick uh what was your date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, uh, last thing I need is the email address we've got on file for you. uh, looks like that is a Yahoo account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Alright, thank you so much for verifying all of that Royal uh so I've got here that we have received some claim information that is most likely that statement you mentioned um that was received [PII] and it is currently being processed, so it can take, um, 7 to 10 0 absolutely it can take about 7 to 10 business days for claim information to complete processing so it should be finished here in just a little bit and let me check that direct deposit one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just want to make sure.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Yes ma'am, so that direct deposit, mhm, that information has been received and I do see it uh in our system.
[CUSTOMER][NEUTRAL] Yeah, because Miss [PII] had called me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][POSITIVE] You are very welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that was all.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you honey.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Right.