AccountId: 011433970860
ContactId: 147ef57a-a6de-413e-9d11-ed2ffe84c666
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 507380 ms
Total Talk Time (AGENT): 180760 ms
Total Talk Time (CUSTOMER): 111896 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/147ef57a-a6de-413e-9d11-ed2ffe84c666_20250317T12:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, your name please?
[AGENT][NEUTRAL] Good morning. This is [PII].
[CUSTOMER][NEUTRAL] Hold on, hold on.
[CUSTOMER][NEUTRAL] I'm sorry, I didn't get your name. I apologize.
[AGENT][NEUTRAL] Good morning. This is [PII] from APL.
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] Good, I'm good. I got the strangest letter from you guys.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I had no idea what it is.
[CUSTOMER][NEGATIVE] It says this is not a bill request for payment, etc.
[CUSTOMER][NEUTRAL] And it wants my name, my address, which you have because you sent me this letter.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Doesn't want my bank account, doesn't want my social security number.
[CUSTOMER][NEGATIVE] It says you're you're holding money for me. What is that?
[AGENT][POSITIVE] All right. All right. Um, I am glad to help you out with this letter that you have received from us. May I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Mr. [PII], do you happen to have a policy with us?
[CUSTOMER][NEUTRAL] Do I have a policy? Not that I know of.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] An active policy.
[AGENT][NEUTRAL] OK, um, let's see. Is there any policy number listed in that letter you received?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh, the policy number, yes, I see it. You ready?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] 1137517
[AGENT][NEUTRAL] Alright, Mr. [PII], and allow me just a second to look up the information.
[AGENT][NEUTRAL] All right, Mr. [PII], I was able to find information for you before I disclose any information. Um, can you verify your date of birth and address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you very much. I do see here that you previously owned a policy with APL um, both of them are canceled already. um, so you can disregard that letter as you don't have any policy um active with us.
[CUSTOMER][NEUTRAL] OK, so it says you're holding a check for me.
[AGENT][NEUTRAL] Um, I don't see here any recent notes. Um, nothing for [PII]. The last notes I see here are for [PII].
[CUSTOMER][NEUTRAL] This is for unclaimed property.
[CUSTOMER][NEUTRAL] Is what you're sending me this letter for.
[AGENT][NEUTRAL] Alright, allow me just a second to look at the information.
[AGENT][NEUTRAL] I'll look into your employer information as this policy was issued through them. Allow me just a minute.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what date is this, um, does this letter have?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The date on the letterhead is [PII].
[AGENT][POSITIVE] All right. Thank you very much.
[CUSTOMER][NEUTRAL] And the date for the money is [PII].
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] May I ask what employer this was from?
[AGENT][NEUTRAL] Um, your, let's see, I see that it is under Vital MD Group Holdings.
[CUSTOMER][NEUTRAL] Vital MD Group Holdings, OK, that's correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Mr. [PII], what I'm gonna do is gonna look if there is any um.
[AGENT][NEUTRAL] Claim that have that probably um was filed going back to that date and that is probably what you received.
[AGENT][NEUTRAL] If not, let me look at the history of the um documents that we have sent to you. Mhm.
[CUSTOMER][NEUTRAL] OK, so, so there's no money involved for me?
[AGENT][NEUTRAL] Um, uh, I'm trying to find, um, any courses the letter that you received and, um, look who was the person who sent it to you. I'm kind of trying to track the information that you received.
[AGENT][NEUTRAL] Figure out what you received from us.
[CUSTOMER][NEGATIVE] I have an amount they're just supposed to send me.
[CUSTOMER][NEUTRAL] I bet this goes to my employer.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, Mr. [PII], um, I'm unable to find the letter that you received from us. Um, what I can do right now is put in a request to make a further inspection to it, um, and see what we have for you and if we indeed confirm or not if we indeed have it checked for you and let you know what it is for. Does that sound good?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. What is
[CUSTOMER][NEUTRAL] To send me something in writing.
[AGENT][POSITIVE] Mhm, yes we can um let me verify really quick the email for you and um let's see, and a good call back number.
[CUSTOMER][NEGATIVE] No, I, I, I'd rather not get involved with that. Um, I'm uncomfortable with getting this letter.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEGATIVE] If there's no money involved, um, I'm not interested.
[AGENT][NEUTRAL] All right. OK.
[CUSTOMER][NEUTRAL] I'm not giving any more information.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, you're welcome have a nice day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] What did she ask for.