AccountId: 011433970860
ContactId: 594d952c-a257-427c-a7d8-a64a46129483
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175240 ms
Total Talk Time (AGENT): 70036 ms
Total Talk Time (CUSTOMER): 87109 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/594d952c-a257-427c-a7d8-a64a46129483_20250617T15:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling. My, um, policy number is 620424. Uh, I was calling about my benefits payment, um, that was due on the [PII]. It's still not in my bank. I've talked to my bank and they're not seeing it pending. Can you tell me if you all sent it to my bank, mailed it out, what happened? I ain't never had this issue and I'm just trying to figure out what is is my um benefits payment check.
[AGENT][NEUTRAL] OK, so Miss [PII], are you talking about a claim payment?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. All right. Um, may I have, um, for security your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, the zip code is [PII] for the address.
[CUSTOMER][NEUTRAL] 10, yes.
[AGENT][NEUTRAL] OK. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEGATIVE] [PII]. That was what happened with the the first representative I was talking to and she didn't even try to initiate to call me back.
[AGENT][NEUTRAL] I'm sorry for that. She probably got a call after yours because they come automatically. Let me check and see what happened. um, and the payment was for, let's see.
[AGENT][NEUTRAL] No claim.
[CUSTOMER][NEUTRAL] $500 every month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and this is.
[AGENT][NEUTRAL] And you're looking for the one for June?
[CUSTOMER][NEUTRAL] Yes, I have not gotten it. Yes, ma'am.
[AGENT][NEUTRAL] OK, the one for June was initiated yesterday.
[AGENT][NEUTRAL] So, um, it's probably gonna be on, uh, after [PII], it's gonna show up on the bank.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Not on your account, but it's gonna show up in the bank. Yeah, mhm.
[CUSTOMER][NEUTRAL] After [PII]
[CUSTOMER][NEUTRAL] At [PII] today?
[AGENT][NEUTRAL] Yes, after [PII], it will go into the banking institution and then from there they will go ahead and put it in your account. I'm not sure how long they take to put it into your account, but it is gonna go to the bank.
[CUSTOMER][NEUTRAL] Well, it, it, it normally, it normally appear, it normally appears right then and there. It doesn't take no hour or whatever cause she said they don't hold them up. This is, this is so ironic that every month I've never had a problem until this month. So whoever processed my claim for this month, you know, messed it up. Because when [PII] does it, it's never a problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh and if it's not in there, I'm gonna wait until [PII]. If it's not in there, I will be calling back. Thank you and have a good day.
[AGENT][POSITIVE] You as well, Miss [PII] and thank you for calling.