AccountId: 011433970860
ContactId: 2c8dbd65-4c88-4961-b9f9-0361d693c194
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215759 ms
Total Talk Time (AGENT): 93332 ms
Total Talk Time (CUSTOMER): 78971 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/2c8dbd65-4c88-4961-b9f9-0361d693c194_20250127T22:25_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I was just talking, talking with somebody and we got disconnected.
[AGENT][POSITIVE] Oh no, I'm so sorry about that. Do you have your policy number available?
[CUSTOMER][NEUTRAL] No, but I can give you my social.
[AGENT][NEUTRAL] All right, let me get to that screen real quick. I apologize. And that social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And just to verify your date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, bear with me just one second.
[AGENT][POSITIVE] OK. How can I help you today?
[CUSTOMER][NEUTRAL] Um, I had got my W-2 from.
[CUSTOMER][NEGATIVE] The payout from y'all and apparently I missed a check. Uh, I've only received one check from y'all for like $800 and something dollars and the W-2 is showing, I believe $1300.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEGATIVE] And I never received the other checks.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if it's multiples or just one or what, but the W-2 shows for $1,321.56.
[AGENT][NEUTRAL] OK, I'm checking.
[CUSTOMER][NEGATIVE] I live out here in the country and they're always losing my mail.
[AGENT][NEGATIVE] Isn't that, that's just so frustrating. I know that's gotta be frustrating for you.
[CUSTOMER][NEGATIVE] Especially with this cause I'm going through cancer and I need every penny I can get, and I wondered why with the insurance, why I didn't pay so well.
[AGENT][POSITIVE] Oh my goodness, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'll tell you what, um, Ms. [PII], you were speaking with [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she is going to put in a request to the claims department to review that and give you a call back tomorrow. Would that be OK?
[CUSTOMER][NEUTRAL] That'd be fine.
[AGENT][NEUTRAL] And that callback number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And would there be a preference of a time or just any time during the day?
[CUSTOMER][NEUTRAL] Just not early, early.
[AGENT][NEUTRAL] And what do you consider not early early?
[CUSTOMER][NEUTRAL] Before [PII].
[AGENT][NEUTRAL] OK, I'm gonna let her know to put in there to not call you before [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I have trouble sleeping with this stuff and it sometimes it makes me real hard to get up.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right. I'll get, I gave that information to Miss [PII].
[AGENT][NEUTRAL] And like I said she is putting in a request to the claims department to give you a call back.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help.
[AGENT][POSITIVE] Well, Ms. [PII], it was a pleasure to assist you and I hope you do have a nice restful evening tonight.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] My pleasure. You have a lovely day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.