AccountId: 011433970860
ContactId: 0a0a2120-0b74-4db3-8b17-3c814f641e0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444359 ms
Total Talk Time (AGENT): 155463 ms
Total Talk Time (CUSTOMER): 162094 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/0a0a2120-0b74-4db3-8b17-3c814f641e0f_20250410T17:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have an insured on the other line. He received a, well, a refund check was sent to him, but he never received it and he said we were supposed to be sending it.
[CUSTOMER][NEUTRAL] Sending a new one out to him. Um, the policy number is 2,209,700.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK um.
[CUSTOMER][NEUTRAL] And I looked at the notes. I, I don't see anything past uh [PII]'s note where we uh sent it out, but that's it. That's all I saw.
[AGENT][NEUTRAL] Oh gosh, that's old. OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I confirmed the amount with him just to make sure, but yeah, that's the check he's talking about.
[AGENT][NEUTRAL] OK, got you. OK, and what is his name?
[CUSTOMER][NEUTRAL] I just say Mr. [PII]
[AGENT][NEUTRAL] OK, thank you. I mean, because I was like, I don't know. OK, OK, thank you.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] Alright, you ready?
[AGENT][POSITIVE] I am, thank you.
[CUSTOMER][NEUTRAL] You're welcome. Hold on one second.
[CUSTOMER][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] How to see you?
[CUSTOMER][POSITIVE] Yes. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Perfect thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, Mr. Yu.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. Um, now I understand that you have not received a refund check from us yet.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] No, I have not.
[AGENT][NEUTRAL] OK, OK, um, I do see of course where that was issued but you have not received it. I will need to um get that reissued for you, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So I'm hoping it will go out Monday or Tuesday next week, but I will get to work on that. Um, they will have to put a stop payment on the original check and then issue the, the check. It's just that the process may take 3 or 4 days, but I will definitely get this going.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right, I, I, um, yeah, I just followed up because I, I sent in on the [PII] I faxed over the, uh, I guess there's a, a statement that I sent in and I signed and I sent in on [PII] so I'm just following up on that today so I didn't know whether or not you have received it or APR has received that.
[AGENT][NEUTRAL] OK, let me check that, um, so you, you sent something in to let us know that it had, you had not received it.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Right, right, I sent it in, I faxed it over to the uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The [PII] number.
[CUSTOMER][NEGATIVE] And I, I checked the box that says I have not received the check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I stick, I signed it and I dated it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is our customer service fax number so, so yes, um.
[CUSTOMER][NEUTRAL] Yeah it it shows the.
[AGENT][NEUTRAL] That we
[CUSTOMER][NEUTRAL] Yeah, it shows the reference number, the check number, the date of the check, the amount number and the.
[CUSTOMER][NEUTRAL] In payment of.
[CUSTOMER][NEUTRAL] The reason of payment now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am just looking, um, you know, for that so I can.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Send it, you know, make sure it gets processed.
[AGENT][POSITIVE] Today, you know, get it going today.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] If it's not already, it could very well have been already in the process. Um, I'm just looking for that.
[CUSTOMER][NEUTRAL] So I don't.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, I should have, should I, I dated it on the [PII] and I sent it out on the [PII].
[AGENT][NEUTRAL] Oh, OK. Thank you. OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, I might have made an error. I put 33 on the date, but I actually, I meant put the book for 4.
[CUSTOMER][NEUTRAL] I took a picture of it before I sent it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, before he's faxed it over.
[CUSTOMER][NEUTRAL] Should have been should have been [PII] but I dated it uh [PII].
[AGENT][NEUTRAL] OK, yes, sir. [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And now I want something.
[CUSTOMER][NEUTRAL] on
[AGENT][NEUTRAL] I tell you I am not seeing that right off but this just moves so slow going through, um, you know what we have. Do you mind if I get your call back number and then I can call you back and, you know, confirm that we do have it? It just may take me just a little bit to get my hands on it, um, but I can definitely let you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, you know, that we do have that.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Hey, what is that number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, my number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you um and that like I said that could have already been sent out to be processed so that may be why I'm not seeing it, but I will definitely track it down and let you know, just confirm it with you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Perfect
[AGENT][NEUTRAL] OK, is there anything else I can do for you though in the meantime?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] No, no, that's it.
[AGENT][NEUTRAL] OK, OK, and you will be hearing back from me.
[CUSTOMER][POSITIVE] I appreciate it thank you so much.
[AGENT][POSITIVE] Yes, sir. You're welcome. Thank you and thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you appreciate it thank you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.