AccountId: 011433970860
ContactId: 859dcc3b-8311-40da-b9a6-9c5323fe971b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222000 ms
Total Talk Time (AGENT): 109020 ms
Total Talk Time (CUSTOMER): 73544 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/859dcc3b-8311-40da-b9a6-9c5323fe971b_20250225T15:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is [PII]. I was calling because I got a um message this morning saying that my claim had been processed, um, and I was just getting reimbursed for um the Social Security that was held out of my, um,
[CUSTOMER][NEGATIVE] Disability checks and um it was saying it was direct deposited on yesterday's date into my banking account and I didn't receive anything so I didn't know if it was gonna get mailed out or if it just takes a couple of days for it to be processed. I don't know.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're checking on the claim status that after you received a text notification saying that your claim had been processed, is that correct? And we don't you just verify. Yes, ma'am. Well, I can help you with that. So first off, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. 02449068.
[AGENT][NEUTRAL] OK, thank you, so give me a moment please to get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi Ms. [PII], I will have to verify several things with you first for security and also any information that is provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please uh verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And the next piece of information to verify with me will be your home mailing address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have for you is the same as the one that you provided for me. So again, that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So yes, ma'am, I do see that we did process a claim that went through our nightly processing last night and it is scheduled to be a direct deposit.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And on the direct deposit it just kind of depends on the financial institution but it typically is about 2 to 3 business days.
[AGENT][NEUTRAL] To see that.
[CUSTOMER][NEUTRAL] OK, I just wanted to make sure that because I think where it was direct deposited like for the date of yesterday and I just wanted to double check um to make sure everything was OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, it was processed. Sure, no, I understand. Yes, ma'am, when it, it was processed yesterday, but it has to go through our nightly overnight processing to get distributed out. So again, it typically is about 2 to 3 business days from that.
[CUSTOMER][POSITIVE] OK, OK, alright, well thank you so much I appreciate it.
[AGENT][NEUTRAL] OK. Well, oh, certainly. Is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] No, ma'am, I think that's it.
[AGENT][POSITIVE] OK, well then, thank you again for calling APO Ms. [PII], and I hope you have a very nice day.
[CUSTOMER][POSITIVE] Yes, ma'am. You too, bye-bye.
[AGENT][POSITIVE] Thank you.