AccountId: 011433970860
ContactId: 6fda89d5-3939-4885-afbe-2459d51cc2b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168169 ms
Total Talk Time (AGENT): 86713 ms
Total Talk Time (CUSTOMER): 44865 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/6fda89d5-3939-4885-afbe-2459d51cc2b1_20250402T13:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII], ma'am. I just want to check on the status of my claim.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK do you have the policy number?
[CUSTOMER][NEUTRAL] 256-603-0
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] OK, date of birth [PII] email addressb [PII]. Mailing address [PII] zip code [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so it looks like we're getting ready to send the payment. Um, the claim was processed, it looks like yesterday, so it has to go um overnight.
[AGENT][NEUTRAL] But yeah, it looks like they're ready to send the checks.
[CUSTOMER][NEUTRAL] Also be mailed to me. I do direct deposit because I did a direct deposit number with y'all y'all portal.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, it's gonna be direct deposit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So it'll be till tomorrow.
[AGENT][NEUTRAL] Um, it's gonna go overnight tonight, so it's gonna be the next day where they gonna send it to the bank, um, and the bank should be showing, I'm not sure how long the bank will show it in your account, but you can call and check on it if you would like to see if they already have it.
[CUSTOMER][NEUTRAL] So I'm gonna say about Thursday or Friday at the most.
[CUSTOMER][NEUTRAL] By Thursday or Friday at the most.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, I believe in Friday, more than likely. Mhm.
[CUSTOMER][POSITIVE] OK then thank you.
[AGENT][POSITIVE] OK. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's it, thank you, ma'am.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Mhm. Yeah.
[CUSTOMER][NEUTRAL] I just see, just one more question. How much, how much was it?
[AGENT][NEUTRAL] Um, let me see, right now it's not showing the full amount. I'm not able, and that's why I said that it's gonna go overnight before, um, because I'm not able to see the full amount. Um, it looks like it may be, and this is not guaranteed, but it may be 5000, but I'm not really sure just yet, OK.
[CUSTOMER][NEUTRAL] Uh, be sent over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Mhm.