AccountId: 011433970860
ContactId: 8635113e-8cdc-4c29-9696-30e0b5950b13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179820 ms
Total Talk Time (AGENT): 71867 ms
Total Talk Time (CUSTOMER): 49618 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/8635113e-8cdc-4c29-9696-30e0b5950b13_20250515T17:36_UTC.wav
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[CUSTOMER][NEUTRAL] But I don't want to tell you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, how are you doing? I was trying to reach the claims department.
[CUSTOMER][NEUTRAL] Uh, maybe you can help me?
[AGENT][NEUTRAL] OK, are we just needing a claim status?
[CUSTOMER][NEUTRAL] Yes, I was trying to see if a claim was filed for me today.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, I can check on that claim for you. um, what was your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Policy number is 023.
[CUSTOMER][NEUTRAL] 73131.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. And [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you and looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Um [PII] [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying all of that [PII]. OK, so I do see this latest claim did just finish processing, uh, [PII], so just yesterday, uh, that did complete processing and we did pay a benefit of $642.
[AGENT][NEUTRAL] And did you have a direct deposit set up?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you should be seeing that, um, hit your account depending on your bank, of course, I would typically 1 to 2 business days, I would say at the most 3 depending on your bank.
[CUSTOMER][POSITIVE] Oh alrighty.
[CUSTOMER][POSITIVE] Alrighty, so a couple of days, alrighty.
[AGENT][NEUTRAL] Yeah, did you have any other questions for me?
[CUSTOMER][NEUTRAL] Um, that's it.
[AGENT][POSITIVE] Alright, well thanks for giving us a call [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Well