AccountId: 011433970860
ContactId: 79b911b2-719e-4d0f-8710-c341704d826a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316540 ms
Total Talk Time (AGENT): 106843 ms
Total Talk Time (CUSTOMER): 94091 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/79b911b2-719e-4d0f-8710-c341704d826a_20250501T14:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII], and my account number is [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], let me look that up real quick.
[AGENT][NEUTRAL] Thank you, sir. And um can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and also can you please verify your address, phone number and email address that we have on file for you, sir.
[CUSTOMER][NEUTRAL] Phone number [PII] email address [PII]. mail mailing address [PII].
[AGENT][POSITIVE] Thank you. How can I help you today, [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm on my uh ATL thing that uh.
[CUSTOMER][NEUTRAL] You can look up and see what you're gonna be getting.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And I check the status on my thing and it says the [PII], $4350. Then it says the [PII], $2610 [PII], $2610 [PII], $870.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean the [PII].
[CUSTOMER][NEUTRAL] No I'm saying, it says the [PII]. I'm sorry, the ones I just gave you say the 30, 4:30, 4, [PII], 4:30, but it's got like.
[CUSTOMER][NEUTRAL] That they received.
[CUSTOMER][NEUTRAL] And amount paid.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That's what it's saying on those side it says amount paid is 4000, yeah, I'm gonna make sure that's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look real quick.
[AGENT][NEUTRAL] Yes, I'm showing the same amounts too sir.
[CUSTOMER][NEUTRAL] So when would they hit my bank account?
[AGENT][NEUTRAL] Let me check and see how they did that, um, they did it by direct deposit.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You gotta uh give a couple of days for it to process through your bank, but it did um they did issue it on March, I'm sorry, [PII], those payments, so it's gonna take a moment for it to get to your bank.
[AGENT][NEUTRAL] Give or take a couple of days, 2 or 3 days.
[CUSTOMER][NEUTRAL] And how much is that total all up together?
[AGENT][NEUTRAL] OK, let me see, let me get my calculator out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] So those numbers I gave you was right.
[AGENT][NEUTRAL] Yeah me I'm showing also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That those were payments that went out.
[AGENT][NEUTRAL] Give me just a minute for me to add these up for you.
[AGENT][NEUTRAL] OK, on load up for me.
[CUSTOMER][NEUTRAL] I should get those tomorrow cause it's just take them more than about 2 days.
[CUSTOMER][NEUTRAL] It'll be tomorrow because my bank.
[AGENT][NEUTRAL] It looks like it's $10,440.
[CUSTOMER][NEUTRAL] Alright, $10,343.
[AGENT][NEUTRAL] 10,440.
[CUSTOMER][POSITIVE] OK, 10,000. OK. Thank you very much, ma'am.
[AGENT][POSITIVE] And looks like that's what was direct deposit. You're very welcome. Is there anything else, [PII], I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that was it. Thank you.
[CUSTOMER][NEUTRAL] So by Friday or Monday I should receive this right.
[AGENT][POSITIVE] All right, well, you have a wonderful.
[AGENT][POSITIVE] Yes you should um.
[AGENT][NEUTRAL] And if you have any questions you can always call your bank and see if they have that um pended for you.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] You're welcome [PII]. You have a wonderful day and thank you for calling APL.