AccountId: 011433970860
ContactId: e87905b5-2264-41e4-8852-464a63838b8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151119 ms
Total Talk Time (AGENT): 53517 ms
Total Talk Time (CUSTOMER): 59641 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/e87905b5-2264-41e4-8852-464a63838b8d_20250414T12:25_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEGATIVE] OK, I am calling, um, I was told last week that I had a check coming for $1100 for hospital indemnity, and I have yet to receive it.
[AGENT][NEUTRAL] OK, we can take a look at it. What's your name?
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] You have your policy number
[CUSTOMER][NEUTRAL] Um, yes, I do. I'm sorry, it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 254-592-7
[AGENT][NEUTRAL] OK, thank you. What's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And if you can verify your date of birth, your mailing address, and your email for me, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And is the claim for you or for a dependent?
[CUSTOMER][NEUTRAL] For my husband, [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thanks you're set up on direct deposit?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so it processed on [PII], and that benefit will not release until this today, um, and after it's released, allow.
[CUSTOMER][NEUTRAL] OK, oh
[AGENT][NEUTRAL] Um, 3 to 4 days to see it in your banking account, so it's just processed Friday, so it doesn't hit your account immediately.
[CUSTOMER][NEUTRAL] Oh, OK, for 11.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, for 1100?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Anything else, [PII], I can help with today?
[CUSTOMER][POSITIVE] No, you have a great day bye bye.
[AGENT][POSITIVE] OK, you too, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Bye bye.