AccountId: 011433970860
ContactId: 37ffcea6-f34d-4438-8c2e-0e6fafcc21ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 659400 ms
Total Talk Time (AGENT): 121144 ms
Total Talk Time (CUSTOMER): 113113 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/37ffcea6-f34d-4438-8c2e-0e6fafcc21ca_20250319T13:36_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Uh yes ma'am. I can.
[CUSTOMER][NEUTRAL] I just have a few questions. Uh, one,
[CUSTOMER][NEUTRAL] I'm, I guess I never got any information on what my uh policy consists of I don't know if.
[CUSTOMER][NEUTRAL] If I could
[CUSTOMER][NEUTRAL] Get something mailed to me to just so I can redo it and see what all my policy consists of.
[AGENT][NEUTRAL] OK, I can go ahead and request a policy certificate. Um, do you have a policy number for me?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh 02.
[CUSTOMER][NEUTRAL] 307178
[AGENT][POSITIVE] Thank you. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] Thank you. And may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me go ahead and order the certificate to be sent out to you. One moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I went ahead and send that information over. Um, it should be there within 5 to 7 business days. It goes regular mail, OK? Um, if you need the information like right away, you can always go to our website at [PII] and you can create an account and you'll be able to see this information online if you need to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, uh, one more question. I greatly appreciate that. I know I found a couple of clients and it went back and forth. I wasn't even sure what my policy says or whatever, but one more question, I guess, uh, back of October last year, I guess I had.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, misplaced a piece of mail.
[CUSTOMER][NEUTRAL] And I have a I have a claim number and I also have a check here but it's over the 120 days, uh, from the date of this check.
[CUSTOMER][NEUTRAL] How, what, what can I do to just uh get another check cut?
[AGENT][NEUTRAL] OK. Uh, what is that check number? Let me check first and make sure it's not voided.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, check number is 200.
[CUSTOMER][NEUTRAL] 653-0. I don't know how I misplaced this but uh obviously.
[AGENT][NEUTRAL] OK, that's fine. What happened. All right, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check with that department and see if it's OK for you to catch that one or if we need to do anything about it because yeah, it is um it is a long time. So let me go ahead and check with that department. OK, one moment. I'm gonna put you on a brief hold. You're welcome. No problem.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alright, thank
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. OK, so, um,
[CUSTOMER][NEUTRAL] Just come up here
[CUSTOMER][NEUTRAL] 510 miles an hour.
[AGENT][NEUTRAL] Uh hello.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm still here.
[AGENT][NEUTRAL] OK, I'm making sure that you're not busy. It's OK. Um, so I spoke to that department and they said that either you can try to direct deposit and see if the bank will take it. If not, you can just go ahead and send it back to us so we can reissue it if you just want to just be safe and just have it reissued. We can.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Alright I greatly appreciate you hope you have a great day.
[AGENT][POSITIVE] Welcome you as well. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that is it.
[AGENT][POSITIVE] OK, have a good day and thank you for calling APL. Bye-bye, Mr. [PII].
[CUSTOMER][POSITIVE] Alright thank you ma'am bye.
[AGENT][POSITIVE] You're welcome.