AccountId: 011433970860
ContactId: 16862ed6-bed1-4867-a776-9c45d112a192
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244589 ms
Total Talk Time (AGENT): 87783 ms
Total Talk Time (CUSTOMER): 129530 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/16862ed6-bed1-4867-a776-9c45d112a192_20250129T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], can you hear me now?
[AGENT][NEUTRAL] I can hear you now, yes.
[CUSTOMER][NEUTRAL] OK, OK, OK, look, I, um.
[CUSTOMER][NEGATIVE] I got a my name is [PII] and you all sent me a check and I evidently I didn't get the check because I don't remember cashing no check from y'all or what, but anyway, you sent me a statement saying that you know if this check has been has not been cashed or what you call them, I can send this this piece of paper back in now the address that I mailed this back to is it is this it [PII]?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes sir, the address that is on the, the paperwork, um, [PII], can I get your, uh, callback number, sir, just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I'm gonna need to verify your policy with you, um, for security reasons can you please give me your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I, OK, I don't, I don't have, I don't have my policy number with me, but I got a reference number. What about a reference number?
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, try that.
[CUSTOMER][NEUTRAL] OK, the reference number is 1000.
[CUSTOMER][NEUTRAL] 55206
[AGENT][NEUTRAL] OK, let me see if that'll pull in for us.
[AGENT][NEUTRAL] OK. Um, how about your social security number? That'll pull in your policies for me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me look it up real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me, sir?
[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] One
[CUSTOMER][NEUTRAL] OK. [PII]. My email address is [PII].
[AGENT][POSITIVE] Thank you and the phone number you gave to me, in case we get disconnected, sir. Yes. OK, thank you. I appreciate you verifying your policy for me.
[CUSTOMER][NEUTRAL] It's the same. That's my, that's my cell phone.
[AGENT][NEUTRAL] OK, so let's look, um.
[AGENT][NEUTRAL] You're just wanting to verify the address to send the paperwork back to, is that correct?
[CUSTOMER][NEUTRAL] Right. Yes, yes, ma'am. Mhm, uh-huh, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you've got the address [PII].
[CUSTOMER][NEUTRAL] That that
[CUSTOMER][NEUTRAL] Hm?
[AGENT][NEUTRAL] [PII], uh, can you repeat the address to me again, please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, OK, OK, that's all, that's, that's what I need, so I'm just gonna send mail is back in. They, they sent me a paper to check the appropriate statement, and I certified that I am not cash or deposit the check, you know, and I would like a replacement check and I need to sign it and date it, right? And yeah, so I'm just gonna do that and mail it back to you, yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] That's all I need. OK, all right.
[AGENT][POSITIVE] Thank you, sir. Thanks for being an APO customer and you have a blessed day.
[CUSTOMER][POSITIVE] Thank you. You have a blessed day.
[AGENT][POSITIVE] Thank you, [PII]. Bye bye.
[CUSTOMER][POSITIVE] Mhm thank you mhm bye bye.