AccountId: 011433970860
ContactId: b228ebbe-9558-4bc9-aedd-78ae3008b6d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148270 ms
Total Talk Time (AGENT): 65389 ms
Total Talk Time (CUSTOMER): 64028 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/b228ebbe-9558-4bc9-aedd-78ae3008b6d2_20250224T17:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm checking on a claim wanna check on it.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims and this is your personal policy you're calling from provider's office.
[CUSTOMER][NEUTRAL] It's, it's mine, yes.
[AGENT][NEUTRAL] OK, um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] All right. Last name is [PII], first name [PII].
[CUSTOMER][NEUTRAL] The number is [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, I believe, let's see, I think I have a reference number which is 02524287.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII]. Uh, address is [PII] and email is [PII].
[AGENT][NEUTRAL] Thank you Mr. [PII] Alright, let me see where we are with the claim.
[AGENT][NEUTRAL] OK, the last claim I see here, it looks like it was processed on the [PII] and we send the direct deposit.
[CUSTOMER][NEUTRAL] OK. Well, I was checking because the money has not hit my bank. I was seeing how long that normally takes or.
[CUSTOMER][NEUTRAL] What's going on with that?
[AGENT][NEUTRAL] It will take 24 to 48 business hours. Um, it was done Friday, so more than likely the direct deposit probably was sent today, more than likely. So, um, I will say give it about tomorrow after [PII] and call your bank to see if they have it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I was just checking to see how long that normally takes it looked, it looked like that's what the case was. It was sent direct deposit. I just wanted to make sure and, and see what the timeline on what that was.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. But yeah, just check back to your, with your bank at least uh tomorrow after [PII], OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, very good. I appreciate it.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That's it today. Appreciate it.
[AGENT][POSITIVE] OK, you're welcome. Thank you for calling APU. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] All right bye.