AccountId: 011433970860
ContactId: a303f6ae-828f-4211-bba1-9dc25f90637d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130279 ms
Total Talk Time (AGENT): 44650 ms
Total Talk Time (CUSTOMER): 39409 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/a303f6ae-828f-4211-bba1-9dc25f90637d_20250116T14:07_UTC.wav
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[AGENT][NEUTRAL] Morning this Ala [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, a little. I called to um she has uh my um.
[CUSTOMER][NEUTRAL] Disability um payment has been um sent out.
[AGENT][POSITIVE] OK, I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I get your policy number, please?
[CUSTOMER][NEUTRAL] I don't have it.
[AGENT][NEUTRAL] OK, what's your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell it, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what state are you in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Lastly, your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mr. [PII], thanks for that. You said you want to see if your um disability payment was sent out?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And just for future reference, you're able to check on that is on our website, which is at [PII] and yes sir we um sent the direct deposit yesterday to your bank.
[CUSTOMER][NEUTRAL] OK, OK, alright, I'm just making sure I know I'm gonna receive it, but I just, I haven't received it, so I was just checking.
[AGENT][POSITIVE] No problem, Mr. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alright, thanks for calling A you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Uh-huh, bye.
[CUSTOMER][NEUTRAL] Bye bye.