AccountId: 011433970860
ContactId: 004aa7f0-af46-4745-a666-78c11551027a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358049 ms
Total Talk Time (AGENT): 96958 ms
Total Talk Time (CUSTOMER): 62391 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/004aa7f0-af46-4745-a666-78c11551027a_20250501T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, to this, uh, [PII], I had called, um, you receive, you sent me a check for.
[CUSTOMER][NEUTRAL] $574 which is how much you drafted out of my mother's account, but I talked with [PII] and she was gonna talk with her supervisor to see because I said if, if I, you put it in my name.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] As far as the IRS is concerned, that's gonna be showing up as income for me.
[CUSTOMER][NEUTRAL] So how do you all send back the bank draft? Do you have to send it back in a check?
[AGENT][NEUTRAL] OK, alright, Ms. [PII], I'll be able to help you with your questions. Uh, can you please give me your call back number first just in case our call gets dropped.
[CUSTOMER][POSITIVE] Alright, I'll be able.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is the policy number?
[CUSTOMER][NEUTRAL] You don't want that policy number?
[CUSTOMER][NEUTRAL] It's 980057485.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, and then what is your mama's name, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is your mother's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And can you provide for me her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate that.
[AGENT][NEUTRAL] Alright, let me look real quick in the notes and see.
[AGENT][NEUTRAL] It's gonna be just a minute, right? I'll read [PII]'s note.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause she's the last person I talked to.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] See if [PII]'s available to take your call. It's gonna be a quick hold while I try to get a hold of her and see if she's able to take your call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I do see that she was going to check with her supervisor.
[AGENT][NEUTRAL] To see if um.
[AGENT][POSITIVE] She can handle things the way that you wanted her to.
[AGENT][NEUTRAL] OK, she's on the phone right now.
[AGENT][NEUTRAL] What I can do is I'm going to send her an email with your phone number, the one that you gave me [PII] and request that she calls you back.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] Uh, OK, alright, Ms. [PII], I'm gonna take care of this for you. I'm gonna put you on a quick hold while I send that to her while you're on the phone with me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Alright, Ms. [PII], I've got that request in by email for [PII] to give you a call back.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day and thank you for calling [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.