AccountId: 011433970860
ContactId: b70b1229-c1b0-4650-b982-69fcee9e51a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71480 ms
Total Talk Time (AGENT): 42979 ms
Total Talk Time (CUSTOMER): 42420 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/b70b1229-c1b0-4650-b982-69fcee9e51a6_20250102T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um insured [PII] on the other line, [PII]. His um policy number is 2243793. He called in to check about his claim, and I do show that it's in check status that it just happened, um.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] He's wanting to know he's on the other line he wants to know if that's going to be sent direct deposit like all of his other ones because it's under check status he wanted to make sure that he was getting direct deposit.
[AGENT][NEUTRAL] Well, you know, it, it don't change over to generate overnight. As long as you see that why where he set up a direct deposit, it's never gonna change, but once we process the claim until it generate overnight, it's not gonna hop over to the DI until it generate overnight. So anytime you see that why we it our way will stay on direct deposit unless you don't see it out there where it's set up on direct deposit. So you see the why, uh-huh, uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, all right. I do, I do. Yes, ma'am. All right, thank you for explaining that to me, [PII]. I'll let him know. OK. Bye-bye.
[AGENT][NEUTRAL] OK. Mhm. OK.
[AGENT][POSITIVE] You're welcome. OK. All right. Thank you. Bye-bye.