AccountId: 011433970860
ContactId: 8d914b67-92ea-4ba0-9a54-1b4b48d7d1a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256450 ms
Total Talk Time (AGENT): 118636 ms
Total Talk Time (CUSTOMER): 94869 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/8d914b67-92ea-4ba0-9a54-1b4b48d7d1a3_20250326T12:35_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, good morning. My name is [PII], and I have an indemnity that's supposed to be coming to me, and I was trying to see. I did set up the direct deposit, but I'm trying to see how long does it take um for it it sends to me and if it's gonna really send direct deposit.
[AGENT][NEUTRAL] I can help you with that, Miss [PII]. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Yes, give me one second.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'll also need a callback number just in case we get disconnected please ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry I gave you the wrong number [PII].
[AGENT][POSITIVE] Thank you. That's just in case we get disconnected I can get right back to you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and I have the policy number?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] It is 223 2.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 55
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 83.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Sure, [PII], [PII], [PII] [PII].
[AGENT][NEUTRAL] Alright thank you and finally we do have an email on file can you verify your Gmail address?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] All right, thank you. I do appreciate that verification.
[AGENT][NEUTRAL] And so you submitted a claim and you did sign up for direct deposit. I do see that that is activated and that was actually processed yesterday.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim was processed and paid yesterday so today your bank should be not notified of a deposit. You should be able to see that deposit in your account within 2 to 3 business days depending on your bank.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, alright, well, I know as soon as they release it to my bank that my bank is normally send it, so I just wanted to make sure to go direct deposit.
[AGENT][NEUTRAL] Yes, ma'am. It's coming in direct deposit and if you go online, you can click on the claim number 358-075-1.
[AGENT][NEUTRAL] And you'll see that um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Benefit amount coming to you.
[AGENT][NEUTRAL] You can click on the claim number and view the claim decision.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, I get it. I see it.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] And in the future, if you submit a claim, there's always an option to sign up for text messaging. If you're interested in that, you'll get notification when we receive a claim and when a claim is processed.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] It's just another option for you.
[CUSTOMER][NEUTRAL] It's just telling me, oops there has been an error, but it's probably because I'm on my phone.
[AGENT][POSITIVE] It probably so it works better on a laptop or desktop.
[CUSTOMER][NEUTRAL] But, yeah.
[AGENT][NEUTRAL] But yeah.
[CUSTOMER][NEUTRAL] Well, no worries, I just wanted to make sure that it was set up for direct deposit.
[AGENT][NEUTRAL] Mhm. And that benefit amount is $1200.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so I'll just be patient and I'll wait for it to hit into my account.
[AGENT][POSITIVE] Yes, ma'am. And is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, that was it thank you so much.
[AGENT][POSITIVE] Oh, thank you for calling APL. It's been such a pleasure to assist you, Ms. [PII], and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] And you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.