AccountId: 011433970860
ContactId: d29eb19e-b37c-4f80-b2e9-6fa8fef7eb6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274790 ms
Total Talk Time (AGENT): 109924 ms
Total Talk Time (CUSTOMER): 129716 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/d29eb19e-b37c-4f80-b2e9-6fa8fef7eb6f_20250624T21:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling API. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I received a letter in the mail about a claim that I received. I was just checking the status of it. It didn't really tell me anything.
[AGENT][NEUTRAL] OK, yeah, I can get clarification regarding that claim. uh, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, I just put it is not on this letter.
[AGENT][NEUTRAL] Um, I can also start using your social if that's.
[CUSTOMER][NEUTRAL] But uh if you need me to get it.
[CUSTOMER][NEUTRAL] OK, yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry that was [PII]?
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, um, [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that information. OK, so on that letter that you received, does it have a claim number? Should begin with a 3.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No, it's, there's no, let me get it again. There was no number on it because I went and got it when I called you thinking, OK, there'll be a number on here. There are no numbers on here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, what.
[CUSTOMER][NEUTRAL] Uh, it just said we received the claim on your policy.
[AGENT][NEUTRAL] Oh OK so it was just stating that a claim had been received.
[CUSTOMER][NEGATIVE] Yeah, and I had already sent it in and then it looked like they denied it because they needed more information and then I faxed more information and hadn't heard so this is the 1st 1st confirmation that I got.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, yeah, so I do see uh this is your accident policy uh the most recent claim information that we received was on [PII] and looks like it just finished processing yesterday, um, we did pay a benefit of let's see, $500.
[CUSTOMER][POSITIVE] OK, alright, that's just what I wanted to make sure because normally it pays and when they denied it, I'm like, I, I've broken lots of stuff that's why I have the policy, but OK, that's perfect.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Right, yes, I understand. OK, and yes, so you do have a direct deposit set up as that just completed processing yesterday, of course it does depend on, you know, each bank is very different, but I would say no longer than about 2 to 3 business days you should see that in your account.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you tell me which account that's going into because I've had to make some adjustment is it the first Bank or local government?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, I can verify the, um, I don't have the bank name, uh, but I can verify the account number and routing number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, hold on, let me get, let me get that checkbook so I can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See which one it's going to.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so the account number.
[CUSTOMER][NEUTRAL] Is it the um
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] ending in [PII].
[AGENT][POSITIVE] Yes, ma'am. That is exactly what we've got.
[CUSTOMER][NEUTRAL] Account number?
[CUSTOMER][POSITIVE] That's perfect. That's exactly what I needed.
[AGENT][POSITIVE] OK awesome alright well was there anything else I could help you with?
[CUSTOMER][POSITIVE] OK, well I'll just be on the lookout for it then. No, ma'am, I appreciate your help today.
[AGENT][POSITIVE] All right, you are very welcome. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks, you too. All right. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.