AccountId: 011433970860
ContactId: 0b1403d7-eee4-41e8-8b66-d488a013baea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127180 ms
Total Talk Time (AGENT): 38357 ms
Total Talk Time (CUSTOMER): 68758 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/0b1403d7-eee4-41e8-8b66-d488a013baea_20250130T18:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], hi, my name is [PII], and we have an account with APL for many, many years. Um, I have an employee that was going through his office and found two checks.
[CUSTOMER][NEGATIVE] That he never cashed, or he never even opened the envelope, um, but they're from [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, the question is, we know these are no good anymore. Um, does he have an opportunity to
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They receive these in today's date?
[AGENT][NEUTRAL] Uh, yes, ma'am. Uh, just send those back, uh, with a note and um they'll get those reissued.
[CUSTOMER][NEUTRAL] Oh, OK, so, um.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Where, where exactly should I send them to? Anybody in particular or any particular department?
[AGENT][NEUTRAL] OK, where, um, were the checks for claims or?
[CUSTOMER][NEUTRAL] The checks, yeah, he was being reimbursed for claims that he paid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see. Uh, send them to APL.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is it [PII], [PII], I imagine?
[AGENT][POSITIVE] Yes ma'am, I'm sorry.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] I left that part off.
[CUSTOMER][POSITIVE] Yeah, no worries. I mean, all right, so I will send them back and they will be reissued. That's great news. Thank you so much.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][POSITIVE] All right, all right, well thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Alrighty
[CUSTOMER][POSITIVE] You do the same thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye bye.
[CUSTOMER][NEUTRAL] Yeah