AccountId: 011433970860
ContactId: b2ee800f-bd58-4bc2-9e45-b5916f3ab9e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144520 ms
Total Talk Time (AGENT): 83013 ms
Total Talk Time (CUSTOMER): 52638 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/b2ee800f-bd58-4bc2-9e45-b5916f3ab9e4_20250218T13:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey there, I was needing to find out about if I got a direct deposit into my account.
[CUSTOMER][NEUTRAL] Whenever it told me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], give me your phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, I'm ready.
[CUSTOMER][NEUTRAL] 244-4735
[AGENT][NEUTRAL] All right, I do have you up. And can you verify your uh date of birth and mailing address for verification?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] Alright, thank you for that information and you're calling to see about is your policy set up for direct deposit. It, it is set up a direct deposit. That benefit was processed on the [PII], which was a priority, you know, the bank was closed yesterday, but it is set up to go direct deposit your benefit for the month of February.
[CUSTOMER][NEUTRAL] OK, cause they're saying to me today that uh they don't see the deposit yet.
[AGENT][NEUTRAL] I'm, I'm sure not because they were closed yesterday. Mailman, everything was shut because it was President's Day, so it might take a day or two before they see it. I don't know. I can just tell you that we did process it on the [PII], which was on a Friday. Then the weekend came and Monday the bank was closed, so you know you have to wait until, you know, hit your bank account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. All right.
[CUSTOMER][NEUTRAL] OK. I was just making sure I didn't know it was coming in the mail or something.
[AGENT][NEUTRAL] No, it won't come in the mail unless you call and say you don't want direct deposit anymore. Other than that, it always would be direct deposit, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Well, thank you so much.
[AGENT][NEUTRAL] All right. Anything else, OK. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right, well you have a wonderful day and thank you for calling American Public Life. Bye-bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you.