AccountId: 011433970860
ContactId: d6272238-fe5c-4fa5-a4e2-144e11a38f20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218820 ms
Total Talk Time (AGENT): 76782 ms
Total Talk Time (CUSTOMER): 116337 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/d6272238-fe5c-4fa5-a4e2-144e11a38f20_20250523T13:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm fine, thank you.
[CUSTOMER][NEUTRAL] Do you need my uh.
[CUSTOMER][NEUTRAL] Policy number
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] Yeah, if you have that, that would be helpful.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, excuse me.
[CUSTOMER][NEUTRAL] Um, policy number is 02570837.
[AGENT][NEUTRAL] All right, let me just pull that up here.
[AGENT][NEUTRAL] Can I get your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then lastly, I just need to verify, please, your physical address on file.
[CUSTOMER][NEUTRAL] Excuse me, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you, [PII]. So I've got this pulled up here. How can I help today?
[CUSTOMER][NEUTRAL] Um, I have a question for you. Um, I, I just got a, a message about, um, my claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, excuse me, and I don't know if you can see that info or not, but regardless, um, it says, uh, there's an amount paid.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, how do I receive that, uh, that check or that money?
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I'm logged in currently to the website and there's like a little, there's like a little pop up box.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The set up that says set up direct deposit.
[CUSTOMER][NEUTRAL] Um, or, and it says don't, you know, get paid faster, don't wait for the check in the mail, but um.
[CUSTOMER][NEUTRAL] So I don't know how you know which way.
[CUSTOMER][NEUTRAL] How does that go? Do I just do direct deposit and then it gets deposited? Um, do I have to initiate the transaction? How do?
[AGENT][POSITIVE] So at this point, um, you can definitely put in your information for direct deposit. Um, it does definitely pay claims faster. Uh, this one that you're speaking on that was processed and paid, it's already been paid out, which means that we've sent you a check. So it's too late to do direct deposit on that. Uh, so yeah, you have a check on its way to you, to your physical address for that amount.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's fine.
[CUSTOMER][POSITIVE] OK, that's fine and I'm glad I called because see I didn't know um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because it didn't say anywhere that the check has been mailed.
[CUSTOMER][NEUTRAL] So that that was one of the reasons why I called OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no worries. It was just processed yesterday, so it's probably going out in the mail today, um, and so, yeah, um, just give it a few days to come to you in the postal mail.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's fine. No, no, no worries. I just, I didn't wanna cause any confusion or whatnot, and I wanted to be clear as to, you know, how, how the process is and like I said, I, I never got any uh.
[CUSTOMER][NEUTRAL] Uh, alert or, or message sorry, any message saying or email saying that uh an actual physical check has been mailed out so that's fine, not a problem, not a problem. Alright, that was it. No, that was it.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else, [PII]?
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] OK. Well, thank you. You too.
[AGENT][NEUTRAL] Uh-huh, bye bye.