AccountId: 011433970860
ContactId: 50450056-2c4f-4004-8abc-c2817b554de9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199630 ms
Total Talk Time (AGENT): 57280 ms
Total Talk Time (CUSTOMER): 92044 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/50450056-2c4f-4004-8abc-c2817b554de9_20250210T20:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I was uh just calling to check on, on, uh.
[CUSTOMER][NEGATIVE] A payment that's supposed to be sent to my account.
[CUSTOMER][NEUTRAL] I just wanted to see.
[AGENT][NEUTRAL] Are you calling for a claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, hold on, what did you call.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, um, it's, uh, sorry.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yes, it's uh 0.
[CUSTOMER][NEUTRAL] 2299929
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And verify your date of birth, mailing address and the email address, please.
[CUSTOMER][NEUTRAL] Yes, it's uh date of birth, uh, oh, the mailing address is [PII]. Zip code is [PII]. Um, what else did you need? My birthday?
[AGENT][NEUTRAL] Date of birth, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, uh, it's [PII]. Uh, my email is [PII]. No [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I do show it looks like we received your information and usually continuing disabilities are processed around the [PII] of each month, so it was received, so it just hadn't been processed yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so like on the [PII], like I think I had, it's just because I'm trying to get with the, you know, trying to pay some stuff, and they've been calling and I just didn't know when I was gonna get that money in the account, so, so I can let them know pretty much, yeah, so, uh-huh.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. Just, uh, anytime it's a continuous claim, it's around the [PII] of each month that it will be processed. So we received your information just in line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. All righty, ma'am. Well, that's all I was checking on. OK. Thank you, thank you. Uh, no, nothing else. Yes, have a good one. Bye-bye.
[AGENT][NEUTRAL] OK, Ms. [PII], is there?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too. Bye.
[CUSTOMER][POSITIVE] Thanks. Goodbye.