AccountId: 011433970860
ContactId: 5b5b39a8-f97f-4541-8a80-711a954ea09c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167639 ms
Total Talk Time (AGENT): 66871 ms
Total Talk Time (CUSTOMER): 66358 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/5b5b39a8-f97f-4541-8a80-711a954ea09c_20250115T18:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, can I give you my policy number?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 0169
[CUSTOMER][NEUTRAL] 7502
[AGENT][NEUTRAL] And may I have your name and a callback number just in case we get disconnect him?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have um your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] You, you need what again exactly?
[AGENT][NEUTRAL] Um, we need um the date of birth, mailing address and email address for verification.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And you said address?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And how may I assist you today?
[AGENT][NEUTRAL] This
[CUSTOMER][NEGATIVE] Uh yes ma'am. I, um, usually get, uh, the money sent directly to my bank today, uh, but I haven't received.
[CUSTOMER][NEUTRAL] The uh
[CUSTOMER][NEUTRAL] Text message saying that uh.
[CUSTOMER][NEUTRAL] The thing was complete.
[CUSTOMER][NEUTRAL] Uh, which I usually get a day or two, before today.
[CUSTOMER][NEUTRAL] Uh, on the line, uh, on your website it just says pending.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, is there something I need to do to fix this, or is it?
[AGENT][NEUTRAL] No, they're working on it today. Um, yeah, usually those are completed on the [PII] and they are being worked on today, so more than likely it's gonna be a couple of days before you see that deposit.
[CUSTOMER][NEUTRAL] That's well, it just seems kind of strange because usually it comes on the [PII] or well last time it came way before the [PII]. I don't know what that was about, but um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. It really depends on.
[CUSTOMER][NEUTRAL] So it's, so the paperwork.
[AGENT][NEUTRAL] Yes, the paperwork is correct. I do see that they're ready to, um, they're getting ready to send the payment, and it really depends on how many claims we receive for disability and how long we have to process them, and it looks like right now they're processing them for payment today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, as long as there's nothing I need to do, I appreciate it.
[AGENT][NEUTRAL] Yeah, there's nothing you need to do right now it's being processed. It looks like it's gonna pay, but yeah, they're working on it right now as we speak.
[CUSTOMER][POSITIVE] OK. You have a great day. Thank you so much.
[AGENT][POSITIVE] All right. You as well, Mr. [PII] and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.