AccountId: 011433970860
ContactId: 1f29846f-aa6a-4be5-8b88-f8d088644490
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185289 ms
Total Talk Time (AGENT): 43969 ms
Total Talk Time (CUSTOMER): 50032 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/1f29846f-aa6a-4be5-8b88-f8d088644490_20250108T20:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Yes ma'am and how can I help you?
[CUSTOMER][NEUTRAL] I'm calling. I did receive a check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But for some reason I can't.
[CUSTOMER][NEUTRAL] They're not cashing it. I'm trying to see if there's a bank that's attached to it or.
[CUSTOMER][NEUTRAL] That we may have here or what? I don't.
[CUSTOMER][NEUTRAL] I don't know
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] It's a good question. What, uh, what is your policy number?
[CUSTOMER][NEUTRAL] Oh Jesus let me see if it's on this form.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, it's 1054228.
[AGENT][NEUTRAL] OK, and your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Oh, it's the Bank of Oklahoma, um.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're in [PII].
[AGENT][NEUTRAL] OK, they're saying there's a Bank of Oklahoma in [PII].
[CUSTOMER][NEUTRAL] OK, uh-huh.
[AGENT][NEUTRAL] Is that anywhere near you?
[CUSTOMER][NEUTRAL] Well, I mean, I worked there Monday it's just probably about 10 miles away, but that's I mean that's fine. Can you give me that address and
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Absolutely it's [PII].
[CUSTOMER][NEUTRAL] Right now.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, I know where that's at.
[AGENT][POSITIVE] Do yeah, [PII] OK, perfect, that.
[CUSTOMER][POSITIVE] Yeah, yes, I know where it's at. Yes ma'am. Thank you.
[AGENT][POSITIVE] OK. Uh no problem. You have a great rest of your day. Uh huh bye bye.
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] You too bye bye.