AccountId: 011433970860
ContactId: 68ac98a8-d0f3-48a0-a0f7-166b0a072122
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146460 ms
Total Talk Time (AGENT): 80545 ms
Total Talk Time (CUSTOMER): 64601 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/68ac98a8-d0f3-48a0-a0f7-166b0a072122_20250124T19:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL Alicia. How may
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII] and um I see I where a claim was processed, um, but I have not received the money and um I, I didn't know. I'm just trying to find out why.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Do you have your policy number available or the claim number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I don't have either one. Can I give you my social security number?
[AGENT][NEUTRAL] Yeah, that would be just fine. Let me get to that screen. I'm ready for that number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Now I know [PII] is a little way from [PII], but are you OK?
[CUSTOMER][POSITIVE] I am, thank you for asking.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Now, I'm showing that this was processed on the [PII].
[AGENT][NEUTRAL] Which means that your bank will be notified, should be notified today. Now it may take a little while for that to show up in your bank, depending on your bank's process and time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so you're telling me to sit tight. That's what I'm getting.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Just a little bit. I know it's hard. I know it's hard. Oh, that is the hardest thing in the world and especially when you're waiting for money. I have been there, so I understand exactly that feeling.
[CUSTOMER][NEUTRAL] That's what I'm getting.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. All right. All right, well, thank you.
[AGENT][NEUTRAL] You're like, you need it now, don't you?
[CUSTOMER][POSITIVE] Yeah, I do like yesterday.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But it was processed and and it was processed yesterday, your bank should be notified today. It may take them a couple of days for it to show up in your account.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] But it, it's, it's coming.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. All right. Well, thank you very much.
[AGENT][POSITIVE] My pleasure, Ms. [PII]. Thank you for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][POSITIVE] Thank you. Take care.
[CUSTOMER][NEUTRAL] OK.