AccountId: 011433970860
ContactId: ff6aabc6-c959-4d45-8472-bd71d064297b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155759 ms
Total Talk Time (AGENT): 80549 ms
Total Talk Time (CUSTOMER): 59623 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/ff6aabc6-c959-4d45-8472-bd71d064297b_20250529T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi I was calling to check the status of a bill.
[CUSTOMER][NEUTRAL] Or claim sorry.
[AGENT][NEUTRAL] Oh, on a claim. OK, not a problem. Do you have the uh policy number?
[CUSTOMER][NEUTRAL] Policy number is 1407923.
[AGENT][NEUTRAL] Thank you, let me pull that up. And then for documentation, can I get your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then [PII], if I can get your date of birth and address, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So I do show [PII], that there was a claim. It looks like it shows on the [PII] that we received. It's still in progress. No decision has been made at this time.
[CUSTOMER][NEUTRAL] OK, so you guys just received it from them, OK.
[AGENT][NEUTRAL] Yeah, it's, it's just showing a couple of days ago that it uploaded, so I would probably give it at least um a few more days to process.
[CUSTOMER][NEUTRAL] OK, I just wanted to make sure you guys did receive it because I called them like.
[CUSTOMER][NEUTRAL] Maybe, maybe 2 weeks ago, so I just wanna make sure it was submitted because I think I just give them the policy.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, no worries. I totally understand. Is there anything else I can check on?
[CUSTOMER][NEUTRAL] No, that is, oh, actually, I tried to um upload my bank information, but when I put in my routing number, it gave a different name for my bank.
[AGENT][NEUTRAL] OK, it does unfortunately happen sometimes um when you're doing that as long as you double check the account number and routing number are correct, uh, you won't have any issues with direct deposit for whatever reason sometimes the US Federal Trust doesn't update banking information and so it'll show like a different bank, but you don't need to worry about it as long as you double check your uh the account and routing you you'll be fine.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh, OK, so I stopped it, so I was like, OK, let me not put it in and ask that question you got. Oh, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.