AccountId: 011433970860
ContactId: 1dcafec3-5d22-4c2c-a69a-47246735ec45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 532030 ms
Total Talk Time (AGENT): 147579 ms
Total Talk Time (CUSTOMER): 88453 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/1dcafec3-5d22-4c2c-a69a-47246735ec45_20250414T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, um, good morning. I'm calling because, um, I've been calling, uh, for the last few days, um, over some unclaimed, uh, property check that they have for me. Um, I've been trying to get a hold of somebody from that department, uh, to make sure that they received the paperwork because there is a deadline of [PII] before they have to turn it over to the unclaimed property. Um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So I just wanted to see if there's any update on that.
[AGENT][NEUTRAL] OK, um, I can check for you. Uh, can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII] call back [PII].
[AGENT][NEUTRAL] OK, and you're looking for unclaimed property and Miss [PII], do you have a policy number that I can refer back to?
[CUSTOMER][NEUTRAL] Yeah, it's 1,137,640.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], I'll need for you to verify your policy for me. Can you give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I see that the number on the policy is the one you're calling from. I thank you for verifying your policy for me. Let me see if there's any notes or update on it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I don't see an update myself, but what I can do.
[AGENT][NEUTRAL] Is um.
[AGENT][NEUTRAL] Get somebody from that department to give you a call back and give you a status on this um unclaimed property.
[CUSTOMER][NEGATIVE] OK, because I've been waiting since like Tuesday or Wednesday, they told me that someone would call me in 24 hours and I haven't received a call from anybody.
[AGENT][NEUTRAL] So it
[AGENT][NEUTRAL] And you did send in the paperwork that was sent to you, is that what you stated? OK, let me see if I can find it.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, I send it to the email on file.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me look and see if I can find the paperwork.
[AGENT][NEUTRAL] It's gonna be just a second while I look it up.
[AGENT][NEUTRAL] OK, I will have to have somebody give you a call back from that department. Um, what's the best callback number? Is it the one that you gave me the [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that request sent in, Ms. [PII], and I will be right back.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] A quick question, Ms. [PII] on the letter that you received at the top of it, did it say this is not a bill or request for payment?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, good. Alright, brief hold again. I'm gonna um send in the request for somebody to call you back real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got that request in for you. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope.
[CUSTOMER][NEUTRAL] Do you know what number they would by any chance?
[AGENT][NEUTRAL] I gave them the phone number that they'll be calling from.
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, no, ma'am, I do not. It, it could be, it's in a queue, so it could be any number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you should be receiving a phone call or an email back within 24 hours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.