AccountId: 011433970860
ContactId: 156ad54c-e9f0-44df-87d1-d80b2d0e7f52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 755059 ms
Total Talk Time (AGENT): 140637 ms
Total Talk Time (CUSTOMER): 124554 ms
Interruptions: 4
Overall Sentiment: AGENT=1.4, CUSTOMER=-2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/156ad54c-e9f0-44df-87d1-d80b2d0e7f52_20250116T22:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] Hi, yes, I need to, um, call about a claim that was processed, but it's we have not received the payment and I was told to wait 30 days and it's been 30 days and it still has not arrived.
[AGENT][POSITIVE] OK, sure. I can assist you. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And this is your personal policy?
[CUSTOMER][NEUTRAL] Yes, it's under my name it's for my husband [PII].
[AGENT][NEUTRAL] OK. Um, may I have the policy number?
[CUSTOMER][NEUTRAL] 00708382
[AGENT][NEUTRAL] OK, thank you and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And I have the claim number if you need it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right. Um, may I have um your date of birth, mailing address and email address on file for verification.
[CUSTOMER][NEUTRAL] Um, date of birth first, is that what you said? I'm sorry.
[AGENT][NEUTRAL] Yes, date of birth?
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mailing address is [PII]. Email is my last name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, and this is, um, you said it's for your husband.
[CUSTOMER][NEUTRAL] Uh huh, it's the 6100.
[AGENT][NEUTRAL] And this is the.
[AGENT][NEUTRAL] OK, the one we processed on [PII].
[CUSTOMER][POSITIVE] Uh-huh, that's correct.
[AGENT][NEUTRAL] OK. All right, so let me go ahead and send in a request for a cancellation on every issue, and the address is correct, uh [PII].
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so do you mind holding for me while I send this out to the department that can cancel and reissue?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding. You've been patient for me, Miss [PII]. OK, I do apologize for that long wait. OK, so I went ahead and send all the information and um to the um department that handles the checks, um, and I let them know that you did not receive it, that the address is correct and to cancel and reissued. So normally it takes 24 to 48 hours for them to work on the cancellation and reissue of the check and then it's gonna go out by mail.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me give you the check number just in case you get this check number so you don't cash it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The check number, OK.
[CUSTOMER][NEUTRAL] Oh, OK. Oh, hang on, let me get back to my pen. I'm sorry, I was kind of walking around doing something else, um, OK, so if, if I get this number, do not cash it, is that what you're saying?
[AGENT][POSITIVE] Oh, it's OK. No problem.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, what's that number?
[AGENT][NEUTRAL] Is check number 201.
[AGENT][NEUTRAL] 8496.
[CUSTOMER][NEUTRAL] 2018496
[AGENT][NEGATIVE] Yes, that's the one we're canceling today.
[CUSTOMER][NEUTRAL] And do not pass that will be the wrong one.
[AGENT][NEGATIVE] Correct, that's the one we're gonna cancel.
[CUSTOMER][NEUTRAL] Is it it's a different number than what is the cash.
[AGENT][NEUTRAL] Correct. If you get one that is a different number than that one, then that one you catch, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, I wanna make sure, but I don't know. I think it's lost in the mail after, uh, 30 days because y'all are always so prompt in in payment. So, um, I think something must have happened. So anyway, well, I appreciate your help today.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] And yeah, it, yeah, it sounds like good. Mm yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. Is there anything else I'm gonna help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] I'm good thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.