AccountId: 011433970860
ContactId: 1142287a-77cd-49e7-ad0a-86ca46617b6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 489679 ms
Total Talk Time (AGENT): 204081 ms
Total Talk Time (CUSTOMER): 193833 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/1142287a-77cd-49e7-ad0a-86ca46617b6c_20250121T18:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Sorry, my name is [PII]. I have questions about my claim.
[AGENT][NEUTRAL] OK, sir. I can help you with your claim. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what is your your policy number?
[CUSTOMER][NEUTRAL] 0249
[CUSTOMER][NEUTRAL] 1776
[AGENT][NEUTRAL] OK, let me pull in your policy.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Oh boy. Um, address [PII].
[CUSTOMER][NEUTRAL] Um, what do you want the phone number [PII].
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] And what was the other thing you needed?
[AGENT][NEUTRAL] Your email address, please.
[CUSTOMER][NEUTRAL] I'm not sure which email address I started this with. I have 2 that I can give you.
[CUSTOMER][NEUTRAL] Are you looking at them currently?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Actually we don't have one for you so.
[CUSTOMER][POSITIVE] One of one of them's [PII] cricket, yep.
[AGENT][POSITIVE] So whichever one you'd like to use, I'll put that in there for you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me add that email in for you real quick, sir.
[AGENT][NEUTRAL] OK, I've got that email address updated for you, sir.
[AGENT][NEUTRAL] OK, you said that you had some um questions about your claim?
[CUSTOMER][NEGATIVE] Yeah, I'm, I'm having a hard time trying to keep up with all the paperwork you guys send me. I receive like 3 pieces of mail every month saying that you've you've um received my claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But I'm not, I'm not getting payments.
[CUSTOMER][NEUTRAL] Um, I just spoke to a company called ERB. They were my main point of contact. I don't know how they're affiliated with you, but they seem to.
[CUSTOMER][NEGATIVE] Take in my info and give it to you somehow. Um, they said that they see that I have received checks. I haven't received a check in quite some time. Um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I haven't received a check since Oc well, the date of the check is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you show, do you show me getting paid for, um, I don't, I don't know. I have one.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] 3 checks from you. I can read off the dates of the checks if you'd like, or you can tell me where my payments are.
[AGENT][NEUTRAL] OK. All right, sir. Um, let me look at this real quick. I do show that the last check of $6000 was issued on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it was
[AGENT][NEUTRAL] Let me look and see if it was sent, and it is a paper check that was mailed to the address that you just verified for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] When was that mailed out?
[AGENT][NEUTRAL] That was mailed out on [PII].
[CUSTOMER][NEUTRAL] [PII] and today is the [PII].
[AGENT][NEUTRAL] Right. And if
[CUSTOMER][NEGATIVE] I have not yet received that.
[AGENT][NEUTRAL] OK, so we allow one month um.
[AGENT][NEUTRAL] To be able to stop payment and then reissue the check if we need to.
[AGENT][NEUTRAL] If you don't get it by [PII], will you please call us and let us stop payment and reissue a check for you?
[CUSTOMER][NEUTRAL] I promise you I will call you cause I need the money.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, I understand. Yes, sir.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can you just, can we verify how many checks you have sent me as, as of today?
[AGENT][NEUTRAL] OK, yes, sir. I can look and see.
[CUSTOMER][NEUTRAL] That, that might, that might be helpful so that I'm, so that I'm not redoing my, my paperwork over and over again.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I understand, sir. OK, so let me, um, look at the first one.
[AGENT][NEUTRAL] 2002655 was the check number.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, I do show that we sent a check on.
[AGENT][NEUTRAL] [PII] in the amount of $14,170.70 and that check has cleared the bank. It cleared the bank.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do have that one.
[AGENT][NEUTRAL] OK, on [PII] and then now let me look at the next one for you, sir.
[AGENT][NEUTRAL] We also send a check on [PII].
[AGENT][NEUTRAL] 2024 in the amount of $3000.
[AGENT][NEUTRAL] And that has also cleared the bank on [PII], thank you sir, and then.
[CUSTOMER][NEUTRAL] I have that one.
[AGENT][NEUTRAL] And then the next check is in line, the one that I gave you the check numbers uh 2021835, and that's the one that was sent out on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that one is in the amount of $6000.
[CUSTOMER][NEGATIVE] All right, that should be here now, but it's not.
[CUSTOMER][NEGATIVE] OK, that's the one that I'm concerned about that I don't have and that seems like that should be here by now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, so I, I guess I'm up to date then.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] With the exception of that 1 $6000 check. OK, um.
[AGENT][NEUTRAL] Right, right. Yes, sir.
[CUSTOMER][NEUTRAL] OK, I guess that's all I have. I'll wait until the [PII]. If I don't receive it, I'll, I'll call back and see what's happening.
[AGENT][POSITIVE] Yes, sir, please do.
[AGENT][NEUTRAL] And then if we need to we'll place a stop payment at that time for you and reissue a new check for you.
[CUSTOMER][POSITIVE] OK, very well. Thank you very much.
[AGENT][POSITIVE] OK, alright, you're very welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that'll do it. Have a great day.
[AGENT][POSITIVE] Oh, you have a great day too. Thank you for calling APL sir.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye-bye.