AccountId: 011433970860
ContactId: d5069a81-7525-487a-8020-23b311f93293
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267250 ms
Total Talk Time (AGENT): 63133 ms
Total Talk Time (CUSTOMER): 120978 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/d5069a81-7525-487a-8020-23b311f93293_20250613T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I got a notice that my claim has been processed and it shows the amount that I'm gonna receive and I was wondering I have sent in twice um to have it um direct deposited so I was just checking to see if you could tell me if it was gonna be direct deposit or if I get a check in the mail.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I can look at that for you.
[CUSTOMER][NEUTRAL] Is there any way you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] No it's a good callback number in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your policy number?
[CUSTOMER][NEUTRAL] 729-960
[AGENT][NEUTRAL] Alright, give me just a moment to pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, let me look here. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like it should go through to your um your bank.
[CUSTOMER][NEUTRAL] OK, OK, well I was just wondering because I had sent it in once earlier for something on me and I actually got a check in the mail so that's why I was just wondering if it would go directly to my bank or come in the mail so because our mail is crazy so I was just checking so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh well let me look here um because you are set up for that but let me see um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the claim number that you
[AGENT][NEUTRAL] Stated
[CUSTOMER][NEUTRAL] Yeah I do, uh-huh, it's 3, it's um the claim number is 361-2339.
[AGENT][NEUTRAL] Mhm. What's the claim number?
[AGENT][NEUTRAL] And is it for you or is it for someone else on your?
[AGENT][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] It's for my husband. It's for Skyler.
[AGENT][NEUTRAL] Oh, OK, give me just a, OK, give me a moment. I can find them real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and you said 261, what was the rest?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] For what now? What is?
[AGENT][NEUTRAL] Was it
[AGENT][NEUTRAL] What were the last 4?
[CUSTOMER][NEUTRAL] Oh, of the claim number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's 361-233-9.
[AGENT][NEUTRAL] Yes, OK, it is in direct deposit.
[CUSTOMER][NEUTRAL] OK, OK, so it just, I mean, the claim was completed yesterday, so it hadn't been deposited yet, right? Probably.
[AGENT][NEUTRAL] Uh, yeah, I would allow 24 to 488 hours depending on your bank.
[CUSTOMER][POSITIVE] OK, OK, that's all I needed to know. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too dear thanks.
[AGENT][NEUTRAL] OK bye.