AccountId: 011433970860
ContactId: 596ab499-ce9a-49ae-a4c2-7b331e3bb71b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243919 ms
Total Talk Time (AGENT): 90124 ms
Total Talk Time (CUSTOMER): 133610 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/596ab499-ce9a-49ae-a4c2-7b331e3bb71b_20250311T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am uh my name is [PII]. I'm trying to figure out, um, they've been working on my claim for 4 days and I, it says that uh it was completed on [PII] but I can't see anything because it says it's still in progress so I mean like I've never had them that long working on it.
[AGENT][NEUTRAL] OK. All right, Ms. [PII], I can help you with your claim. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] OK um.
[CUSTOMER][NEUTRAL] Let me get it.
[CUSTOMER][NEUTRAL] It's 221-924-3.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] My what now?
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then can you also verify your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, my um my uh address is [PII]. Uh, telephone number is [PII] and what else, uh, what, what else did you need?
[AGENT][NEUTRAL] Your email address, your email address, please.
[CUSTOMER][NEUTRAL] Oh, OK, um, my personal email is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that information for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me look it up.
[AGENT][POSITIVE] OK, I do show that the claim is in progress, yes ma'am, you're correct on that and it's in the progress of being paid, um.
[AGENT][NEUTRAL] So it's
[AGENT][POSITIVE] I would give it overnight.
[CUSTOMER][NEUTRAL] It says 0, yeah, it says 0 amount and it says it was completed on 36, but usually one of those numbers is highlighted for me to look at their decision or whatever but it's not so I guess, I guess, um, so what are they trying to do?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They're still working it. They're still working at it. They've got it, um, they've got it right now as, uh, you're going to be paid, but they're still processing it. It takes 7 to 10 business days to complete the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, OK, all right, I was just wondering because, um, you know, I've never seen them it take that long before I guess, I guess, um, they're just busy this week or something.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, OK, and do they have my, uh, just.
[AGENT][NEUTRAL] OK, is there anything else? Uh huh.
[CUSTOMER][NEUTRAL] Do they have my bank account stuff? I know I've had direct deposit before I I guess they'll do that again.
[CUSTOMER][NEUTRAL] I guess they have that.
[AGENT][NEUTRAL] Yes, I'm showing that um.
[AGENT][NEUTRAL] I'm showing that you're set up for it to go direct deposit into your checking account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds good. OK, thank you.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Yeah, I see it. I was just worried about it.
[AGENT][POSITIVE] OK. All right. Well, you have a blessed day, Ms. [PII] and thanks for calling APL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You, you too. Thank you. All right, bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.