AccountId: 011433970860
ContactId: 4c0a4441-b1e6-4f96-a4e8-e7a5ba897f7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167550 ms
Total Talk Time (AGENT): 52272 ms
Total Talk Time (CUSTOMER): 84347 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/4c0a4441-b1e6-4f96-a4e8-e7a5ba897f7f_20250423T13:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, hi, [PII], and I was calling about this claim, um, that seem to be having so much problems with, um, I sent in a cancel claim for my husband, um, back in, uh, I think it was February, um.
[CUSTOMER][NEUTRAL] Anyway, they requested more information, so I sent that in, um, and then, um.
[CUSTOMER][NEGATIVE] So now I haven't heard, I sent that in [PII], and I haven't heard anything else. But then when I looked online, it was saying it was um pending. So when I called, they said that it was with [PII] [PII] or whoever. So I noticed now that
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me get spell your name for me and give me your policy number.
[CUSTOMER][NEUTRAL] The my name is [PII] and the policy number is 1415882.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull up your account and take a look at it.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's a claim for you or your spouse?
[CUSTOMER][NEUTRAL] It's for my, my husband.
[AGENT][NEUTRAL] Mhm what's his name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, yeah, so it was processed today, so the review is done, so let's see.
[AGENT][NEUTRAL] So it's set up for the payment is set up for direct deposit, so it will print tonight and then the direct deposit will be released in the morning. generally takes about 3 to 4 days to see it in the banking account uh in your in the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and, and what's the amount?
[AGENT][NEUTRAL] It's 10,000.
[CUSTOMER][POSITIVE] OK, alright, thank you. Mhm, alright, have a great day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All [PII]. Anything else I can help with today? All right, Ms. [PII], thanks for calling APL. Have a good day. Uh-huh.
[CUSTOMER][NEUTRAL] No, that's it. Thank you. Uh-huh. Bye-bye.