AccountId: 011433970860
ContactId: e1fa4707-5df6-4168-86b8-20e8d3061147
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182020 ms
Total Talk Time (AGENT): 96971 ms
Total Talk Time (CUSTOMER): 40278 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/e1fa4707-5df6-4168-86b8-20e8d3061147_20250401T13:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling EPL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII], ma'am. I was calling to check on the claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with your claim status, Mr. [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have your policy number?
[CUSTOMER][NEUTRAL] 256-603-0
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh, [PII], I mean 9965 email address [PII]. Mailing address [PII].
[AGENT][NEUTRAL] Thank you and all the information provided is a verification of benefits, not a guarantee of payment. So it looks like the claims have finished processing. Hold on one second, let me get everything for you.
[AGENT][NEUTRAL] OK, so it looks like there's two claims, um, claim number 3576522. Um, that claim is, um, has a total of $5000 that's coming to you, um, it's direct deposit.
[CUSTOMER][NEUTRAL] OK, I have my checking account number right, everything.
[AGENT][NEUTRAL] Yes, it's being sent to the um to the account direct deposit.
[CUSTOMER][NEUTRAL] OK, and now, um, and what else was the second one?
[AGENT][NEUTRAL] And then the second one is [PII], and that's a total of $672.37.
[CUSTOMER][NEUTRAL] OK, so I guess by Friday that should be in my account.
[AGENT][NEUTRAL] Right, depending on your bank, we usually say 3 to 5 business days, but yes, um, it should be in your account, um, it's already been sent to the account.
[CUSTOMER][NEUTRAL] OK, so I probably won't hit to this afternoon or something like that.
[AGENT][NEUTRAL] Uh, that depends on your bank. We just say 3 to 5 business days. Some banks release it as soon as they receive it. Some banks have to do processing on their end, so I can't really, I don't really know when it will be available in the account, but the bank can see if it's pending, um, but yeah, you, you're set up on direct deposit, so it's going to your account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, appreciate your help man.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, you have a good day.
[AGENT][POSITIVE] All right, you also, and thanks for calling APL. Bye-bye.