AccountId: 011433970860
ContactId: 075020c4-37be-479b-aa15-48d91a790840
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223070 ms
Total Talk Time (AGENT): 66603 ms
Total Talk Time (CUSTOMER): 111179 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/075020c4-37be-479b-aa15-48d91a790840_20250319T21:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, Miss [PII], my name is [PII], and um I had received a phone call from a young lady by the name of [PII] and I did not write her phone num number down fast enough. It was regarding um one check that was returned because it said they had uh it's from a claim from.
[CUSTOMER][NEGATIVE] Uh, last summer, and she said one check had never been cashed and another check had never been that had been returned. Um, I sent a fax over yesterday, but then I got the phone call this afternoon and I was just trying to, she said they wanted to send me out the check for the.
[CUSTOMER][NEGATIVE] The two checks that were not cashed.
[CUSTOMER][NEUTRAL] And I was just wondering how I go about taking care of that.
[AGENT][POSITIVE] All right, Ms. [PII], it would be my pleasure to assist you.
[AGENT][NEUTRAL] And what is your policy number on the uh for you?
[CUSTOMER][NEUTRAL] Oh, I don't know. Is there any
[AGENT][NEUTRAL] Do you have that available?
[CUSTOMER][NEUTRAL] No, let me, um, let me see if it's on that piece of paper that I faxed over to you. Hold on one second. I'm in a different room. Give me one minute.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, take your time.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Let me see if it's on that fax that I sent yesterday.
[CUSTOMER][NEUTRAL] Mm, nope, that's not it. Hold on.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, [PII] said that she can talk to you. She knows what it's regarding. I was just letting her know that you were calling back.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] OK, perfect. That's awesome thank you. Yeah, it's not on this piece of paper and I'm, I'm in the middle of something and I really don't, I don't know what my, I don't know what my, uh, the policy number is.
[AGENT][POSITIVE] Not a problem. Let me get [PII] on the line and she can help you further. And what is a good call back number just in case we get disconnected in the transfer we'll have, we can get you right back.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Thank you, Ms. [PII]. If you'll hold just one moment, I'll get Bree on the line for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Awesome thank you so much. I appreciate it.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you for calling APL. One moment, please.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] Hey, [PII], you need, she did not have a policy number or anything?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] I, I know, um, I told her about a, a return check that we got.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK. Do you want her callback number before I transfer you to her to you, or you to her or her to you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, no, it's OK. I have it.
[AGENT][POSITIVE] All right, let me get her on the line. Thank you, [PII]. You have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] All right, Mr. [PII], thank you for your patience. I have [PII] on the line. You have a lovely evening.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you doing?
[CUSTOMER][POSITIVE] I'm great, Miss [PII]. How are you?