AccountId: 011433970860
ContactId: b7948f77-ddd2-4b06-9f41-075383995700
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362250 ms
Total Talk Time (AGENT): 95412 ms
Total Talk Time (CUSTOMER): 43621 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/b7948f77-ddd2-4b06-9f41-075383995700_20250317T13:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I'm just calling to make sure that my claim was sent um direct deposit.
[AGENT][NEUTRAL] OK, I can check and see if we have processed the claim and direct deposit. And may I have um your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and my number is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number if you have it?
[CUSTOMER][NEUTRAL] It's 1553137.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] It's [PII] [PII] and then my address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And let's see, the claim is for which member, which dependent?
[CUSTOMER][NEUTRAL] It's for Maya Curry.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, first class is on Friday.
[AGENT][NEUTRAL] Let me check and see if it's gonna be direct deposit. This process is on Monday, so usually it has to be um.
[AGENT][NEUTRAL] It will go out today either um.
[AGENT][NEUTRAL] Check or direct deposit. I do see that you are set up for direct deposit. So let me check and see if that's gonna change um to direct deposit.
[AGENT][NEUTRAL] Do you mind holding for me, Miss [PII]?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, Miss [PII], yeah, that should change the direct deposit by today.
[CUSTOMER][NEUTRAL] OK, what will it reflect on online that it's direct deposit or what time will that be sent over to you now?
[AGENT][NEUTRAL] Um, well, it's gonna go, um, it looks like it was a process on the [PII], but it's gonna be completed today, so, um, you will see the direct deposit probably in 24 hours in your bank once it's sent.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, I just wanted to make sure that it was gonna be direct deposit.
[AGENT][NEUTRAL] Yes, it's, um, I checked with them and they said that it's showing on a paper check right now, but it should be switched to direct deposit once it's sent out. It has not been sent out just yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] OK. You're welcome. Have a good day.