AccountId: 011433970860
ContactId: f7649496-cc71-4650-abf7-9d417b8a3d27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214860 ms
Total Talk Time (AGENT): 108422 ms
Total Talk Time (CUSTOMER): 39897 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/f7649496-cc71-4650-abf7-9d417b8a3d27_20250106T17:19_UTC.wav
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[CUSTOMER][NEUTRAL] Do it.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling in reference to uh my claim and if it's, if it's uh it was approved how I'm getting paid through it.
[AGENT][POSITIVE] Certainly I'd be happy to check that claim inquiry for you. Can I have your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], can I have your call back number in case we get disconnected and I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have your policy number handy? Do you need me to look it up or a claim number?
[CUSTOMER][NEUTRAL] Claim number 354.
[CUSTOMER][NEUTRAL] 6952.
[AGENT][NEUTRAL] OK great just give me one moment I'll pull that up. I'll have you verify some information and then we can take a look at that.
[AGENT][NEUTRAL] Claim for you mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And may I have you verify your uh mailing I'm sorry, your date of birth first please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the last piece of verification, your email address please.
[CUSTOMER][NEUTRAL] I'm sorry, what did you need?
[AGENT][NEUTRAL] Your email address, can you verify which email address we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like claim number 3546952 was finalized on the [PII], um, it does appear that.
[AGENT][POSITIVE] There's a $400 benefit that was paid and it should have went direct deposit. I see that direct deposit is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, have you checked your banking institutions?
[CUSTOMER][NEUTRAL] Uh, well, no, I've just checked online but I haven't called them.
[AGENT][NEUTRAL] OK, um, usually it's 1 to 3 business days after the claim is finalized, so it was finalized on, um, on the [PII], so let's take a look here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So usually um because that was a Friday, it may um use today's date as that first day because it has so what happens is once it's finalized, um, it will update like overnight and then issue that benefit to you whether it's in a paper check or a direct deposit and again it takes 1 to 3 business days to hit your financial institution so it should be there by Wednesday so if you don't receive it by Wednesday definitely give us a call back.
[CUSTOMER][POSITIVE] OK, perfect. I appreciate it thank you.
[AGENT][NEUTRAL] Did you have any other questions? You're welcome, Ms. [PII]. Did you have any other questions?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, thank you so much for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.