AccountId: 011433970860
ContactId: d5c0294c-1955-42ee-9ff0-6fd44ea600d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310760 ms
Total Talk Time (AGENT): 148706 ms
Total Talk Time (CUSTOMER): 152261 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/d5c0294c-1955-42ee-9ff0-6fd44ea600d9_20250129T15:15_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEGATIVE] Uh, yes, good morning. I called yesterday and I never got a response back. Uh, I just give, I give you my policy number, so I need to know is when will my funds be dispersed so I know what bills I'm paying this month or what bills I'm not paying this month, uh, and I don't know that until, until, until I know when I'm gonna get this money.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][POSITIVE] OK, I definitely will do my best to help you with that today, sir. Um, can I have that policy number, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It it's uh 00810367 and it's under company 22.
[AGENT][POSITIVE] OK, perfect. I will take a look at that for you one second.
[CUSTOMER][NEGATIVE] Yeah, I'm sitting down doing this I'm like uh I don't know what to pay so.
[AGENT][NEUTRAL] Yeah, that sounds like it could be a little.
[AGENT][NEUTRAL] Anxiety inducing, so.
[CUSTOMER][POSITIVE] Just a little bit, just a little bit. As soon as I hang up, I'm gonna run around the house and scream. No kidding.
[AGENT][NEUTRAL] We will certainly
[AGENT][NEUTRAL] OK, alright, I was able to pull up that policy, and would you mind verifying for me, please, your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Is uh [PII] [PII].
[AGENT][POSITIVE] So wonderful. And if you could verify for me, please, your mailing address as well.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Wonderful. And then last but not least, if you could verify for me your.
[CUSTOMER][NEUTRAL] Email address?
[AGENT][POSITIVE] Yeah and your phone number, thank you. I couldn't make the words come out.
[CUSTOMER][NEUTRAL] That's fine. Uh, [PII] FJ [PII].
[AGENT][POSITIVE] Wonderful and then that phone number is good to call you back if we got disconnected, is that correct, sir?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Perfect, thank you. And I am looking right here, it looks like, I'm sorry, it all wants to load so slow now.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] There it is, um, it looks like your claim was approved and payment was released on the [PII] to your bank, so yesterday, so at this point it's just however long it takes the bank to release that money to you.
[CUSTOMER][NEUTRAL] Oh, OK, fantastic. um, you, do you know how usually how long it takes for most banks to release that money? Do they usually hold it or is it like a day or you really don't know?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] I feel like anywhere between 1 to 3 days and it really just depends on the individual bank.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right then so it has been released. I'm just waiting for the bank to do it. OK, thank you very much.
[AGENT][NEUTRAL] Yep.
[AGENT][POSITIVE] I am very glad that I had some good news to give you, sir. Is there anything else I can do for you today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, no, I just, now, does it have my, do you see my bank routing number and everything? Is, is it on there? You can you see it or you cannot.
[AGENT][NEUTRAL] Your
[AGENT][NEUTRAL] Um, you're, I'm so sorry, you're back what number?
[CUSTOMER][NEUTRAL] My bank routing number and the account number and all, do you see that too or no?
[AGENT][NEUTRAL] Oh, you know what, I can verify that for you, yes, um, I show your account number is one, wait, do you know it off the top of your head or do you need to grab like a checkbook or something?
[CUSTOMER][POSITIVE] Yes, yes, please.
[CUSTOMER][NEUTRAL] No, I can. I know it off the top of my head. I can read it out to you. I just wanna make sure it's the right place. The routing number is [PII] and the bank account number is [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII], you said [PII]?
[CUSTOMER][NEUTRAL] It's [PII] no it's [PII].
[AGENT][POSITIVE] OK, perfect. That is what I had. I thought I, um, when you said it the first time, my brain flipped even before.
[CUSTOMER][NEUTRAL] Yeah, I did. I probably did. I probably did say 200.
[AGENT][POSITIVE] Uh, I panicked a little, but yes, that did match exactly the second time around.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure it's going to the right spot because I've been known to do the wrong thing.
[AGENT][NEUTRAL] You know, and if I mean if you don't receive it in a couple days, like call us back, um, absolutely, but, um, I do show I I mean I show it shouldn't be too much longer for you now it's all up to the bank at this point.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much you've been very helpful. uh, hopefully I don't speak to you again this week and you have a great weekend.
[AGENT][POSITIVE] You too [PII] you take care and I really wish you the best. Enjoy February it's coming up it's gonna be a good one.
[CUSTOMER][POSITIVE] Oh yeah, if you enjoy football, Super Bowl is right around the corner.
[AGENT][POSITIVE] I know, I don't like football, but I like the Super Bowl.
[CUSTOMER][NEUTRAL] OK, you watch, you're one of the people who watch the commercials, you know, at halftime.
[AGENT][NEUTRAL] I, I go for the food. It's all about the food.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] So that's, I understand that's a big thing too. That's a really big thing, yup.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Well, [PII], thank you so much. It's been a pleasure.
[CUSTOMER][POSITIVE] You have a great day. Thank you.
[AGENT][POSITIVE] You too take care.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] But