AccountId: 011433970860
ContactId: ded2f8e5-d17e-4921-af03-9c25d5b32989
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258738 ms
Total Talk Time (AGENT): 59383 ms
Total Talk Time (CUSTOMER): 68232 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/ded2f8e5-d17e-4921-af03-9c25d5b32989_20250619T19:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I don't get the Marcus for and I filed a claim, but my online account won't let me pull it up and I was just trying to get an update on the claim.
[AGENT][POSITIVE] OK, sure. I can assist you with that. And may I have um your name one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and may I have the policy number, Mister?
[CUSTOMER][NEUTRAL] 716752
[AGENT][NEUTRAL] OK, may I have a callback number just in case?
[CUSTOMER][NEUTRAL] The once
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. One moment.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, date of birth would be [PII].
[CUSTOMER][NEUTRAL] Um, mailing address is [PII] and the email address I think is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] Yeah, I see a claim that was processed on yesterday, and it looks like it's set up for direct deposit on today.
[CUSTOMER][NEUTRAL] on
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Oh, I, I didn't know with direct deposit, uh, did it?
[CUSTOMER][NEUTRAL] Did they give uh account number?
[CUSTOMER][NEUTRAL] Do we show the last four digits of the account number it's going to?
[AGENT][NEUTRAL] Um, the direct deposit, yes, bear with me.
[AGENT][NEUTRAL] And the last four digits of the direct deposit is 5110.
[CUSTOMER][POSITIVE] OK, that is perfect. OK, so I guess if it went out today I should see it in the next 4 or 5 business days.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][POSITIVE] OK. Sounds great. Thank you, sweetie.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be that. Hold up, how much is, how much did they uh approve it for?
[AGENT][NEUTRAL] Um, it looks like it was 2000. Let me double check.
[AGENT][NEUTRAL] And see if we can pull it up again. Yes, 2000.
[CUSTOMER][NEUTRAL] Yeah, probably.
[CUSTOMER][POSITIVE] OK, thank you for.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] OK, thank you for calling ATL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.