AccountId: 011433970860
ContactId: 0b974dd4-7b5c-4c70-97ad-aa9e4d400341
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404779 ms
Total Talk Time (AGENT): 210148 ms
Total Talk Time (CUSTOMER): 135662 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/0b974dd4-7b5c-4c70-97ad-aa9e4d400341_20250513T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. It's [PII]. I've got, um, hey, I've got Mr. [PII] on the phone. His policy number is 626.
[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] 824
[CUSTOMER][NEUTRAL] And I have verified him.
[CUSTOMER][NEUTRAL] And he is calling because he wants to see if we have received his interest payment for his loan against this policy.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, the last one I'm showing was in [PII], um.
[CUSTOMER][NEUTRAL] Yeah, you'll have to let him know he said he sent it's like $90 something dollars.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I mean it could be waiting to be processed but we we don't have it yet, but I'll talk to him.
[CUSTOMER][POSITIVE] He's a, he's a sweet little old man.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm bye-bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][NEUTRAL] Doing fine and you?
[AGENT][POSITIVE] I'm good thank you so much for asking. uh Miss [PII] was telling me that you were calling in to see uh if we had received your interest payment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, when did you send it in?
[CUSTOMER][NEUTRAL] I mailed it, uh, I don't know that might have been.
[CUSTOMER][NEUTRAL] When I mailed it to [PII], they gave, you know, y'all got another office in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, sir. That's where all our mail goes to now.
[CUSTOMER][NEUTRAL] Right, well, that, that, that's what I was just checking because I, I'm trying to think what it is May. It might have been when I mailed that uh.
[CUSTOMER][NEUTRAL] March or April when I mailed that thing in, might have been March.
[AGENT][NEUTRAL] OK. OK. Um, so we haven't, it hasn't been posted yet, but that doesn't mean we haven't gotten it. It could just be, um, that it's waiting to be processed. I was trying to see if I've seen it anywhere waiting to be processed.
[CUSTOMER][NEUTRAL] But I, but I, but, but I.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Give me just a moment and I'm gonna see if I can check.
[CUSTOMER][NEUTRAL] Yeah, it's in the money all the end on that interest payment, you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I mailed it to the uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, this is the payment. Let me see if this is one of them.
[AGENT][NEUTRAL] OK. No, that's not it.
[AGENT][NEUTRAL] Yeah, I don't see it in here yet, Mr. [PII], but the process can be a little lengthy sometimes. Um, usually it takes 7 to 10 business days just for us to get it and then after that it goes through our mailing department and they have to image all the mail into the computer system so it could just be waiting to go through that process, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'd wait a little bit longer and call to check back with us.
[AGENT][NEUTRAL] Uh, if you don't notice it going through.
[CUSTOMER][NEUTRAL] Do, do, do you, do, do you, do you have a number in [PII] where I can check, call and check with them and see, you know.
[AGENT][NEUTRAL] No sir, um, but I can send an email out to a supervisor and see if she can check um with our mail team to see, but they don't have a direct number that you can call them and ask them if they received it.
[CUSTOMER][NEUTRAL] Can I do that?
[AGENT][NEUTRAL] Um, but I will look out for it and see if we can locate it.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, I just want to make sure that they had gotten that, you know, have received it because I, I did mail it off but I mailed it to that office in uh [PII].
[AGENT][NEUTRAL] Mhm. Yes, sir.
[AGENT][NEUTRAL] Yes sir, it sometimes it does take a little longer than we would like. I do apologize about that. I am gonna make a note that you sent in a money order and that you called, um, inquiring if we had received it and I'm gonna put notes of what I told you, um, but I will reach out to the supervisor and see if uh she can check and see if we've received it and it's just waiting somewhere, um, because I can't see it anywhere but she might can do something else.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, how, how, so how would I know that they received it?
[AGENT][NEUTRAL] I can give you a call back, Mr. [PII]. Um, what's a good phone number for me to reach you at?
[CUSTOMER][NEUTRAL] You can give me a call.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Yes, sir. I'm, I'm gonna look into it now. It's probably not gonna be today, um, but as soon as I hear something back, I'll give you a call and let you know, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, I just want to make sure that they that they received that interest, you know, for that.
[CUSTOMER][NEUTRAL] From that loan, you know.
[AGENT][NEUTRAL] Yes sir, I understand. I am gonna put a note in there saying that you sent that money order and that we're waiting on it OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yes ma'am, so you'll be calling me back sometime.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, sir. As soon as I hear back, I'll call you back.
[CUSTOMER][POSITIVE] Yeah, please call me back cause I, I, I like that.
[CUSTOMER][NEUTRAL] OK, I'll write it in, ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, Mr. [PII]. Was there anything else I could do for you today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, that was it. I just want to check on that, you know.
[AGENT][POSITIVE] All right, I understand. All right. Well, thank you so much for choosing APL and I hope you have a wonderful rest of your day.
[CUSTOMER][NEUTRAL] That was it for the day.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] You as well thank you ma'am.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye-bye. Bye-bye.