AccountId: 011433970860
ContactId: 96006b91-e442-4b69-be9e-fe303a4f5764
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178179 ms
Total Talk Time (AGENT): 61913 ms
Total Talk Time (CUSTOMER): 101477 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/96006b91-e442-4b69-be9e-fe303a4f5764_20250418T19:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] Oh, I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Can you look at this claim with me? I have an insured, um, it just finished processing. She wants to know the exact date that it finished processing.
[CUSTOMER][NEUTRAL] But, um, so it's policy number 259.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 7363.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's this last claim here 3590069. I told her that it has like a generic date [PII], so that lets us know it just finished processing and it um give it about 3 to 5 business days because it's been, you know, it's, I'm showing it direct deposit.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Um, she's basically trying to gauge when the deposit is gonna get in there and I, uh, previous calls have told her it was done on the [PII]. She said the online service and it shows the [PII], but I can't really say the [PII] cause all I see is [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there a way that we can confirm if it finished processing on the [PII]? I don't know where they're.
[AGENT][NEUTRAL] If it actually processed on the [PII], I don't know either. I mean, because it looks like it was processed today.
[CUSTOMER][NEUTRAL] Getting this date
[AGENT][NEUTRAL] Um, now if she calls back on Monday and she hasn't gotten a direct deposit and it's still showing the same thing, then we could look into it, but it looks like it was today because I looked at that one with [PII] this morning and the examiner just completed that claim today.
[CUSTOMER][NEUTRAL] But I talked to her. I've been, she's been calling every day. I talked to her on the [PII] and the [PII], and it's been in the status.
[AGENT][NEUTRAL] But did it have a date out there?
[AGENT][NEUTRAL] It still had the same?
[CUSTOMER][NEUTRAL] Well, on the [PII], it just showed.
[CUSTOMER][NEUTRAL] On the [PII], it showed in process and then on the [PII], it did show the [PII] yesterday. It showed the same thing.
[AGENT][NEUTRAL] Yesterday
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Was there a why out there because they, the examiner, it could have been 1900 but the payment had not been issued.
[AGENT][NEUTRAL] So do we remember if there was a why?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't wanna say it was and it wasn't so I'm gonna just say no, so maybe the payment hadn't been issued at the time, but it finished processing.
[CUSTOMER][NEUTRAL] That's probably what happened.
[AGENT][NEUTRAL] Yeah, so if the
[CUSTOMER][NEUTRAL] Cause it definitely said that date yesterday, but I don't remember the why or not, so, but I did tell her that it was direct deposit.
[AGENT][NEUTRAL] Yeah, so, yeah
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, I would just kinda watch this one and on Monday.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If it's still in the same state, I guess then we'll have to look at it and see what's going on with it.
[AGENT][NEUTRAL] Because I looked at it with [PII], but I don't see, I didn't see anything that was wrong with this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty well I will let her know thank you so much for looking at that with me.
[AGENT][POSITIVE] OK, you're welcome.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.