AccountId: 011433970860
ContactId: 2d95716f-3880-4390-99f7-c798d572956f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262529 ms
Total Talk Time (AGENT): 86574 ms
Total Talk Time (CUSTOMER): 106377 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/2d95716f-3880-4390-99f7-c798d572956f_20250319T22:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I received a notice today, um, about a check that y'all are holding for me, and I'm so confused about what this is. I just was gonna see if you could help me because I got a check last year for the same thing too, but I'm not sure what this is about a life insurance thing, so.
[AGENT][POSITIVE] Yeah, absolutely
[AGENT][NEUTRAL] Hm, OK, let's take a look. Do you have any sort of policy number?
[CUSTOMER][NEUTRAL] I can give you the, I do the policy is on there, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] OK, it's 1305888.
[AGENT][NEUTRAL] OK, let me pull this up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, and then if I can get your date of birth and the address you would have had on file.
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And the address you have on file actually went to my ex-husband's house, but he put it in my mailbox today. So it's [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] OK, and does it say which policy it's in regards to?
[CUSTOMER][NEUTRAL] It says the above reference check is currently held as unclaimed property by American Life Insurance APL as due to the owner listed above.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It doesn't. That's some kind of like a life insurance. I don't even know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says check, I have a check number date [PII].
[AGENT][NEUTRAL] OK. What's the check number?
[CUSTOMER][NEUTRAL] 135.
[CUSTOMER][NEUTRAL] 8992
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it was something from the medical.
[CUSTOMER][NEUTRAL] Oh, it is medical. OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, let me see here.
[AGENT][NEUTRAL] Yeah, it looks like it was a claim check and it looks like, yeah, it's been voided at this point, but we can definitely look into doing a, a new check. Um, let me, I, I would just need to get when the uh the current address where we need to send it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, that's fine. OK.
[CUSTOMER][NEUTRAL] My new address is I'll give it to you. That's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so that check amount is $75. So what I'll do is, um, send a request over to our unclaimed, uh, department. They'll just make certain, verify the info, and then we'll just send you out a new one online, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds good. I was like, I was like, I'm not even sure what this is, so I, I wanna, I wanted to call and talk to somebody. I was like, OK, that, that sounds good. OK. Well, thank you so much for your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] My pleasure. You have a great day.
[CUSTOMER][POSITIVE] OK, thank you. I hope you do too.
[AGENT][NEUTRAL] Uh-huh, bye bye.
[CUSTOMER][NEUTRAL] All right. OK, bye bye.