AccountId: 011433970860
ContactId: d90f8ccf-59a2-4e71-bb01-c0631eafd55e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292700 ms
Total Talk Time (AGENT): 176580 ms
Total Talk Time (CUSTOMER): 118220 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/d90f8ccf-59a2-4e71-bb01-c0631eafd55e_20250218T17:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good, um, good morning, [PII]. Um, my name is [PII] and um
[CUSTOMER][NEGATIVE] Uh, I was supposed to have, um, you guys had sent me some money yesterday and I was just wondering how long it takes because I still haven't got it.
[AGENT][NEUTRAL] OK, Mr. [PII]. I'm sorry, go ahead. No, go ahead.
[CUSTOMER][NEUTRAL] Um, uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I was gonna say it's, it is by direct deposit. I wanna be, well I need to check and make sure that my direct deposit's correct, I guess.
[AGENT][NEUTRAL] OK, so you're wanting to verify that your payment was issued via direct deposit for your benefits, is that correct and approximately how long it would take to receive that?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, yeah, that's it.
[AGENT][POSITIVE] Yes, sir, I can help you. All right, I can help you.
[CUSTOMER][NEUTRAL] Well, you sound
[CUSTOMER][NEUTRAL] You summed it right up.
[AGENT][POSITIVE] Well, I can help you with that. And so, Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, [PII].
[AGENT][NEUTRAL] Thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] No, I, I always use my social, but uh that's OK.
[AGENT][NEUTRAL] OK, that's, yes, sir. Just give me one moment. OK, what is that number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, and Mr. [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payment, and I will have to verify several things as I'm sure you're aware of for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you. And thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have for you is the same as the one you gave me, so again that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying all of your information. OK, so yes sir, I do see that we did process your claim and it was for direct deposit.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It typically takes about 2 to 3 business days for that to go into your bank. So yes, sir, it didn't go through our nightly processing until Friday. It was on the [PII], which was Friday.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] That's what
[AGENT][NEUTRAL] So with that being on the weekend, um, you know, that has a little something to do with that. So you should be seeing it probably if not today, I would say tomorrow Wednesday for sure. If you don't then you can give us a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because then we can track it and figure out where it went, huh?
[AGENT][NEUTRAL] We should if you want to verify um the account.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yeah, well, how about just the last.
[AGENT][NEUTRAL] Number that it's to go to the route if you.
[CUSTOMER][NEUTRAL] How about just the
[CUSTOMER][POSITIVE] I'm sorry, I'm running my, I'm just talking the same time you are. I'm sorry about that.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, you're fine. That's OK. I think there is somewhat of a lag in the connection anyway because I don't mean to be talking over you.
[CUSTOMER][NEUTRAL] I was just
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] No, no, there is a lag. There definitely is. I was just gonna ask you for the last 4 numbers of the routing and the um um um account numbers, just the last 4 on each one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The routing we have [PII], account is [PII].
[CUSTOMER][NEUTRAL] OK, OK, alright, and I'm sure it's like, you know, it just hasn't been long enough that's all. I didn't know it took that I thought as soon as I hit the button it went, it went through.
[AGENT][NEUTRAL] No, with no, it has to go through our nightly processing and then it kind of depends on the financial institution, but it's usually 2 to 3 business days. So again with that having processed on Friday night, um, no, and with today being Tuesday, so I would think by tomorrow probably if, if you don't see it today, probably, you know, tomorrow for sure with it being Wednesday I would think.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] Right, OK, so on a Tuesday.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And if I don't see it tomorrow then I'll just call y'all back.
[AGENT][POSITIVE] You can, yes, sir, and we could check into it. Mhm.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][POSITIVE] OK, sounds wonderful and uh I really appreciate your help and your patience.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you, oh, well, you're welcome, Mr. [PII]. Is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No ma'am that's it that's great thank you.
[AGENT][POSITIVE] OK. Well, you're certainly welcome. And thank you again for calling APL and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.