AccountId: 011433970860
ContactId: 4f7b612f-3afe-420c-b061-189c3b2412a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344299 ms
Total Talk Time (AGENT): 159626 ms
Total Talk Time (CUSTOMER): 129762 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/4f7b612f-3afe-420c-b061-189c3b2412a0_20250127T22:16_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] [PII], good afternoon. If I give you my policy number, can you check the status of the claim I filed?
[AGENT][NEUTRAL] Yes, I can help you with the claim. um can I get your name and your phone number first please sir?
[CUSTOMER][NEUTRAL] Is uh [PII] [PII].
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate you giving me that. What is your policy number?
[CUSTOMER][NEUTRAL] Uh, it's 00810367.
[AGENT][NEUTRAL] OK, let me pull that up real quick for you.
[CUSTOMER][NEUTRAL] And it's under the company 22.
[AGENT][POSITIVE] Ah, I'm glad you told me that.
[AGENT][NEUTRAL] Let me go pull in another.
[AGENT][POSITIVE] Program real quick, let it load real real fast and I'll look it up. I'm glad you told me that I would have been looking for it. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You saved a lot of time doing that.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] That is no problem.
[AGENT][NEUTRAL] You must have called, you must have had to call before.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, got you right here. OK, Mr. [PII], can you please verify your date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, the phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] Is [PII]. Birthday. I just told you a couple seconds ago. Let me see if I can remember now it's [PII] and the phone number is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK thank you and then what is your email address?
[CUSTOMER][NEUTRAL] Oh, that email [PII].
[AGENT][POSITIVE] OK, I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] OK. It looks like on [PII], you have
[AGENT][NEUTRAL] A payment by check for $1,091.26.
[AGENT][NEUTRAL] And let me that will be going out um.
[CUSTOMER][NEUTRAL] 1,0091 and what I'm sorry, I didn't mean to cut you short. What were you gonna say?
[AGENT][NEUTRAL] I'm looking at it. I was just looking at the claim.
[AGENT][POSITIVE] Pulling it up and it's uh payable to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, a, a check I gave him direct I guess sent in the first page with direct deposit on it.
[AGENT][NEUTRAL] OK, I'm showing that it was a check.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] It's under check at the moment.
[AGENT][NEUTRAL] Let me verify your direct deposit information.
[AGENT][NEUTRAL] Let's see if it's still active.
[CUSTOMER][NEGATIVE] You're, you're breaking up like.
[CUSTOMER][NEUTRAL] Yeah, I sent that in twice the direct deposit information so it's not like I sent it I sent it in twice.
[CUSTOMER][NEUTRAL] Not just not just on the [PII], but you could see there was a oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead, you're breaking up a little bit.
[AGENT][NEUTRAL] Yes, sir. I understand.
[AGENT][NEUTRAL] I apologize sir um I can transfer you on over to the claims department so you could talk to them and.
[AGENT][NEUTRAL] See about you know why a check was sent rather than direct deposit if you would like to speak to somebody.
[CUSTOMER][NEUTRAL] Um, yes, I would. Would they be able to answer how many days maybe you could see it on there before I ask them how many days is that for? does it say how many days they're paying on how many days on that claim?
[AGENT][NEUTRAL] No, sir. I'm, that's information that I can't see, but they will be able to.
[CUSTOMER][POSITIVE] OK, alright, yeah, you can, you can patch me over them, yeah, that'd be fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], I'm gonna go ahead and send you on over. It's gonna be a brief hold.
[AGENT][POSITIVE] Thank you so much for calling APL. You're very welcome, sir.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. I've got um insured [PII] on the phone.
[CUSTOMER][NEUTRAL] OK, let me get to that, uh, I know it's not by her.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's 810367. Yeah.
[CUSTOMER][NEUTRAL] uh, you ain't got to tell me. I know here. What, what, what do you need?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So he is calling. I looked at the claim and it has a Y by check and he's wanting to know what.
[CUSTOMER][NEUTRAL] Yeah, that means it ain't gonna jump over to the next when anytime that we process a claim and set up a direct deposit as long as you see that why up there where it says direct deposit, it's gonna be direct deposit. It don't jump over to the overnight. It's gonna jump under the DI oh uh-huh, yeah, mhm, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK. OK. Well, do you want me to go ahead and tell him, Well, he has some other questions too, because he wants to know how many days.
[CUSTOMER][POSITIVE] Yeah, you can, OK, you can.
[AGENT][POSITIVE] Is on this check. OK. All right. Thank you, [PII]. Bye-bye. See you tomorrow. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can tell it.
[CUSTOMER][POSITIVE] You're welcome. All right.
[CUSTOMER][NEUTRAL] OK, OK, that that.