AccountId: 011433970860
ContactId: bd2fab5e-ea7f-4f6e-a1bc-8c11744d7ab3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174979 ms
Total Talk Time (AGENT): 71378 ms
Total Talk Time (CUSTOMER): 58081 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/bd2fab5e-ea7f-4f6e-a1bc-8c11744d7ab3_20250114T18:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, let's check on.
[CUSTOMER][NEUTRAL] Whether I was gonna get my check tomorrow or what.
[CUSTOMER][NEUTRAL] From a disability check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can check and see if we have processed. Um, what is the policy number?
[CUSTOMER][NEUTRAL] It's 21658.
[CUSTOMER][NEUTRAL] 93
[AGENT][NEUTRAL] And may I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Address [PII].
[CUSTOMER][NEUTRAL] [PII]. Email address [PII].
[AGENT][NEUTRAL] OK. And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII]
[AGENT][NEGATIVE] No, I don't see that they are working on it. Um, it's in line to be processed.
[CUSTOMER][NEUTRAL] Yeah, because I need to know whether I'm getting evicted or not.
[AGENT][NEUTRAL] Um, yeah, you can check again tomorrow, but um, yeah, I don't, uh, uh, right now it's just in line to be processed. I don't see that in, um, it's in process, right.
[CUSTOMER][POSITIVE] Yeah, I know cause good thing I called them because they didn't tell me they needed more information this month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so right now we're just waiting and seeing if when it's gonna get processed, but the last information we received was in the [PII] and the processing time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Oh nice, so I will be homeless, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Yeah, and help me find a place to live. All right.
[CUSTOMER][NEUTRAL] Because they processed the other stuff and they didn't tell me.
[AGENT][POSITIVE] Thank you for calling.
[AGENT][NEUTRAL] Thank you, Mr. [PII], um, yes, um, you should be getting that explanation of benefits, but it was recently processed on the [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And that's why you probably haven't got that information, but um yeah, we did send out the information by mail.
[AGENT][POSITIVE] Thank you. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome.