AccountId: 011433970860
ContactId: c2a8a9ef-ac4b-465c-9911-385208e9e56f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159860 ms
Total Talk Time (AGENT): 84207 ms
Total Talk Time (CUSTOMER): 58434 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/c2a8a9ef-ac4b-465c-9911-385208e9e56f_20250327T21:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm trying to find out uh how a claim number is being paid, whether it's being direct deposited or if a check was mailed. Can you help me with that?
[AGENT][NEUTRAL] Yes, sir. I can help you with your claim. Can I please get your callback number, um, [PII], so that
[AGENT][NEUTRAL] In case the call is disconnected I could call you back?
[CUSTOMER][NEUTRAL] Sure, I'll give you my cell phone it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, let's see, 233-720-2.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], I'm gonna need for you to please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII] and I think the email address is probably [PII].
[AGENT][POSITIVE] Yes, sir. That's it. All right, thank you so much for verifying your policy for me and looking at your
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Claim on this policy.
[CUSTOMER][NEUTRAL] Claim number is 3576935.
[AGENT][POSITIVE] OK, thank you, sir.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. I'm looking at it now, so let me just check some things out for you so I can give you good information.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, it looks like you have a check coming.
[AGENT][NEUTRAL] It's in the amount of $825.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's going to your address on file, your address you just verified with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it was issued on [PII].
[CUSTOMER][POSITIVE] OK, so I'll be checking the mail and I just wasn't sure if it was gonna go that way if it be a direct deposit. I didn't know they'd asked for direct deposit information, but that was kind of after the claim, so I didn't know how would be processed. it's perfect. That's all I need to know.
[AGENT][NEUTRAL] So, with, yeah. Yes, sir.
[AGENT][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] OK, well, thank you so much for calling APL. I'm glad I was able to help you today, [PII].
[CUSTOMER][POSITIVE] Thanks have a great rest of your day I appreciate the help.
[AGENT][POSITIVE] You too you take care sir bye bye.
[CUSTOMER][NEUTRAL] Mm bye.