AccountId: 011433970860
ContactId: 0f9d7f51-75a1-4257-99af-bcb15058239d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344200 ms
Total Talk Time (AGENT): 132935 ms
Total Talk Time (CUSTOMER): 197827 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/0f9d7f51-75a1-4257-99af-bcb15058239d_20250109T21:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Uh, you [PII], you know I love you, right?
[AGENT][NEUTRAL] 00, no.
[CUSTOMER][NEUTRAL] You don't know it?
[CUSTOMER][NEUTRAL] You're gonna, you're gonna question it in a minute.
[AGENT][NEUTRAL] Uh, uh, 3:36.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm so sorry. OK.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Policy number 234.
[CUSTOMER][POSITIVE] 756-5 and I gotta tell you something funny, you know, that call earlier that I called you directly through Teams. I forgot to put [PII], the agent, on hold, and she, she got tickled. She said, I have to tell you the truth. You didn't put me on hold and I heard y'all's whole conversation. And she just laughed and laughed and laughed, and I said,
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh no, what did he say?
[CUSTOMER][POSITIVE] Oh my goodness, I am so sorry, she said, no, it was so neat to see y'all working as a team and hearing y'all. She said you didn't say anything bad or.
[CUSTOMER][NEUTRAL] Thank goodness, no.
[AGENT][NEUTRAL] Now that conversation's gonna have to go back through my mind.
[CUSTOMER][NEUTRAL] I know, she said, I said, please just, just erase that from your memory.
[CUSTOMER][POSITIVE] No, she said it was a good call and she enjoyed listening to our teamwork and camaraderie.
[CUSTOMER][NEUTRAL] So bam.
[AGENT][POSITIVE] Oh well, I'm glad of that.
[CUSTOMER][NEUTRAL] Oh, anyway, this lady [PII], she's calling about a refund check. I told her that it was issued on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She knows she's getting it, but she has not gotten it yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I told her that we asked to allow 30 days for the mail due to, first of all, holidays, and as well as whether it may take a little bit longer. And she got upset. She said, I know that mail don't take that long. You know, I've never had to wait two weeks for mail. She must have a really good male person, and bless her heart, good for her.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEGATIVE] I am just, she got irate, I mean, not irate, but she got very upset and said she needs to talk to somebody else in the right department.
[AGENT][NEGATIVE] Oh my, I tell you I'll be telling her the same thing because we're not, I mean, I will talk to her. I'm not saying that, but we're not even allowed to do the refund for 30 days. I mean a second. They're not gonna stop that check is what I'm trying to say.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Exactly, and she got really upset and says she needs to speak to another department.
[AGENT][NEUTRAL] Until 30 days.
[AGENT][POSITIVE] Oh gosh. OK. Got you.
[CUSTOMER][NEUTRAL] So I'm sure you can tell her the same thing. Yes.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Maybe if, maybe if she hears it twice she'll be like, OK.
[AGENT][POSITIVE] Right, hopefully so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you know how much it's for? I'm just asking just to
[CUSTOMER][NEUTRAL] Uh, 126418. It was issued on [PII] by [PII]. I verified her address and everything.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. Thank you.
[CUSTOMER][NEUTRAL] Are you ready for Miss [PII]?
[AGENT][POSITIVE] I am ready.
[CUSTOMER][POSITIVE] I'm sorry, I still love you. Thank you. Hold on just a minute, let me get her line.
[AGENT][NEUTRAL] Right, I think
[CUSTOMER][POSITIVE] Thanks one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Phone's not transferring, hang on. Miss [PII]?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Ms. [PII]? Yes, thank you for your patience. I have [PII] in our customer service department and she's going to assist you further, OK? OK, thank you. Mhm. My pleasure you have a lovely evening stay warm.
[CUSTOMER][POSITIVE] Yeah, you too. Thank you. Bye-bye. OK. Bye bye.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah, I was trying to find out um about the um
[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] A disability um
[CUSTOMER][NEGATIVE] They uh supposed to send me a check and I haven't got it yet.
[AGENT][NEUTRAL] OK, um, now let me look into that and just see.
[CUSTOMER][NEUTRAL] It's the
[CUSTOMER][NEUTRAL] In what way?
[AGENT][NEUTRAL] I see a note on your policy that it was issued on [PII] and mailed on [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Let me just see if there's any other details.
[AGENT][NEGATIVE] And you say you have not received it yet.
[CUSTOMER][NEUTRAL] No, not yet. I have no mm mm.
[AGENT][NEUTRAL] Um, now what happens in that case, um, we, they do wait a month before they will stop payment on that check and issue another one, but.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, we will get a report to let us know that it has not been cashed and we can stop payment on it, but they will not allow that until it's 30 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. Mhm.
[AGENT][NEUTRAL] Um, but I am hoping you receive it. It does show it was mailed on the [PII], um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Says what the night.
[AGENT][NEUTRAL] I just feel like because of the holiday, maybe that slowed it down, maybe you'll receive it tomorrow, I'm hoping, I mean just any day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, but if not, we will issue a second check for that. We definitely will do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. mhm OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You are welcome. Uh, can I help you with anything else?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Can I help you with anything else though?
[CUSTOMER][NEUTRAL] No, that, that's all, yeah, that's all. Mhm.
[AGENT][POSITIVE] OK. You have a good day, Ms. [PII], and thank you for calling [PII]. Thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] OK bye bye mhm.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah