AccountId: 011433970860
ContactId: 6a795435-8b63-450a-b630-db5b4fac8cb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200669 ms
Total Talk Time (AGENT): 68020 ms
Total Talk Time (CUSTOMER): 49845 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/6a795435-8b63-450a-b630-db5b4fac8cb8_20250228T13:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, good morning. I am calling. My name is [PII], and I, my policy is 1905645.
[CUSTOMER][NEUTRAL] And I'm calling in reference to a claim.
[CUSTOMER][NEUTRAL] Number [PII].
[AGENT][NEUTRAL] Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII]. How did you pronounce it [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And you had a question about this claim?
[CUSTOMER][NEUTRAL] Yeah, 356-419-2.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] And were you wanting to know the status of it or you had a question about it?
[CUSTOMER][NEUTRAL] I have the status of it. I mean, it's been over 2 weeks.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's supposed to be direct deposit, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me check on that for you. I'm showing it was processed, but I think they just forgot to issue the check. It was processed.
[AGENT][NEUTRAL] I'm not sure what day it was processed because the check's not issued. Let me check on that and give you a call back. Will that be OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It looks like they just need to issue the check, but I want to make sure since it's direct deposit, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Um, thank you, Ms. [PII]. I can call you back in just a little bit, OK?
[CUSTOMER][POSITIVE] All right thank you very much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.