AccountId: 011433970860
ContactId: cb298a1d-e3c1-4ad3-a606-7f634dfd63c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147589 ms
Total Talk Time (AGENT): 80563 ms
Total Talk Time (CUSTOMER): 58226 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/cb298a1d-e3c1-4ad3-a606-7f634dfd63c4_20250402T18:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and I was just checking on my claim.
[AGENT][NEUTRAL] OK, sure, I can assist you. Mhm. Sure. Um, let me have, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I have a policy number.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] No, go ahead.
[AGENT][NEUTRAL] Uh, let me have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] It's 252-329-4.
[AGENT][NEUTRAL] Thank you. Um, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII] and it's [PII].
[AGENT][POSITIVE] Perfect. Thank you, Ms. All right, I see we are processing a claim today for payment. It looks like it has to go overnight for it to be direct deposited, but um it's been processed today, so they're working on it right now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, uh, you don't know how much?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I cannot guarantee that amount. I do see an amount, but I cannot guarantee that amount because they have not finalized the claim just yet.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK, uh, can you tell me, but I know it's not guaranteed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it looks like it may be like 2400.
[CUSTOMER][NEUTRAL] 2400.
[AGENT][NEUTRAL] Yeah, around that range.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right then thank you so much I'll just wait and see mhm.
[AGENT][POSITIVE] You're welcome. No problem, but yeah, you should have all this information ready for you tomorrow overnight and that's when we're gonna send that direct deposit, OK?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate you thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] OK, uh huh.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Mm.