AccountId: 011433970860
ContactId: fbb18e9a-c63c-435a-afcb-41f39fbf5e75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168679 ms
Total Talk Time (AGENT): 79164 ms
Total Talk Time (CUSTOMER): 61672 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/fbb18e9a-c63c-435a-afcb-41f39fbf5e75_20250218T17:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling EPL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi. Um, can I give you my, uh, APL, um, insurance number?
[AGENT][NEUTRAL] Uh, yes, sir, and your name, please?
[CUSTOMER][NEUTRAL] For case number
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], what's your policy number?
[CUSTOMER][NEUTRAL] 01697502
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, email is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, when I went online to see if it's been processed and it says it has several days ago.
[CUSTOMER][NEUTRAL] Uh, but nothing has actually went into my bank account. I was wondering to know if there was a delay for some reason.
[AGENT][NEUTRAL] Well, your claim was processed on the [PII], so payment went out the next business day, which was yesterday, the [PII], so hopefully she will receive it soon.
[CUSTOMER][NEUTRAL] Yeah, I didn't, I didn't even get the message saying, you know, the claim is complete or any of that stuff.
[CUSTOMER][NEUTRAL] So you're saying it should show up in the bank today?
[AGENT][NEUTRAL] I don't know when it should show up, but usually since your claim was processed on the [PII], payment is usually sent out the next business day, which is [PII], so hopefully it should come in soon. I'm not sure how long it takes for a transfer from showing your bank, but it should be sometime this week.
[CUSTOMER][NEUTRAL] OK, but yesterday was a holiday, would that have anything to do with it?
[AGENT][NEUTRAL] Oh, that is a good question because I forgot yesterday was a holiday. Um, that could be a delay. I'm not sure if banks were open.
[AGENT][NEUTRAL] Yesterday. So it definitely be sometime this week, but um I'll say hopefully by the [PII] or [PII] maybe since the bank was closed yesterday, probably.
[AGENT][NEUTRAL] But it was sent out the next business day.
[CUSTOMER][POSITIVE] OK, I appreciate it very much.
[AGENT][NEUTRAL] Yes, sir. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, you've always been helpful.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.