AccountId: 011433970860
ContactId: 84b2cba6-c7a7-4fce-bc1c-f4300c850264
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202089 ms
Total Talk Time (AGENT): 5280 ms
Total Talk Time (CUSTOMER): 78038 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/84b2cba6-c7a7-4fce-bc1c-f4300c850264_20250617T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. My, um, policy number is uh 620424.
[CUSTOMER][NEGATIVE] And I was calling about my um benefit check going into my bank because I'm supposed to have gotten it um by the [PII]. The [PII] fell on the Sunday, so it should have been in my bank on last Friday.
[CUSTOMER][NEGATIVE] And um I talked with [PII] yesterday, whoever processed it, you know, was waiting on something, um, and they, they got it when she told them that I'm not working. I haven't worked in almost a year, and the money is still is not in the bank. And according to [PII], that it was gonna be released to the bank on yesterday and last night, and I talked to my bank just now and they are not seeing it anywhere. They said they don't hold up direct deposits or anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][POSITIVE] And it has not hit my bank.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] The over here down.
[CUSTOMER][POSITIVE] Mhm. OK, thank you. Mhm mhm.
[CUSTOMER][NEUTRAL] Come on, let's go.
[CUSTOMER][POSITIVE] No problem [PII].
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK, let's go. That was quick. Um, we were out.
[CUSTOMER][NEUTRAL] Mhm. What time is it? [PII]. Come on.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Now which way we come? Which way do we need to go?
[CUSTOMER][POSITIVE] OK, cool.
[CUSTOMER][NEUTRAL] OK.