AccountId: 011433970860
ContactId: b060923e-831d-4202-bcf1-97d5f3923e31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176119 ms
Total Talk Time (AGENT): 103042 ms
Total Talk Time (CUSTOMER): 48627 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/b060923e-831d-4202-bcf1-97d5f3923e31_20250613T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I was calling to see, uh, will my benefits be issued today being the [PII] calls on a Sunday. Uh my claim, uh, policy number is 160424.
[AGENT][NEUTRAL] I'm so sorry, it's a little bit difficult to hear you. Uh, could you repeat that policy number?
[CUSTOMER][NEUTRAL] 620424
[AGENT][NEUTRAL] OK, and you were asking about a um benefits being paid on the [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, are they gonna be paid today or are they gonna be paid after the [PII]?
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] OK, uh, let me verify some information really quick, [PII]. um, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address we've got on file for you. It looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you for that and then can I also get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I sure appreciate all of that [PII]. OK, so this was for your accident policy correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let's see, so yes, typically it would fall around the [PII] OK for disability, I see. OK, got it, um, so this one, let's take a look here.
[AGENT][NEUTRAL] So it probably will not be today. I do see the most recent submission just it looks like it's completing processing as we speak so it's in the final stages right now.
[AGENT][NEUTRAL] So I would say, yes, so that falls on Sunday.
[AGENT][NEUTRAL] Uh, do you have direct deposit set up [PII]?
[CUSTOMER][NEUTRAL] Yeah, I got direct deposit.
[AGENT][NEUTRAL] OK, got it. OK, so in that case, of course, depending on your bank, um, I would say that money should hit, uh, the [PII], no later than the [PII] I wouldn't think so Monday or Tuesday.
[CUSTOMER][NEUTRAL] OK, so it's not gonna be there today?
[AGENT][NEUTRAL] Mm, probably not, um, as it looks like again it's going through those final stages of processing as we speak, uh, so it should be completed today, uh, but that being said, depending on the time of day, I don't, and your bank, of course, um, I don't imagine it would hit today. uh I guess it's possible, but I wouldn't, I wouldn't bank on it.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You are very welcome. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, no, that's it. Thank you.
[AGENT][POSITIVE] Alright thank you I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.