AccountId: 011433970860
ContactId: 38bab825-815e-41c5-9aff-43160fdc5ebe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277450 ms
Total Talk Time (AGENT): 90222 ms
Total Talk Time (CUSTOMER): 119894 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/38bab825-815e-41c5-9aff-43160fdc5ebe_20250109T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Easy, my name is [PII]. I'm calling from the Down's Law Group. I'm calling on behalf of one of your clients. Um, he has a question about a, a recent, uh, claim that, uh, the check was sent out to his address, um, but he wants to reorder it. Um, if you need him on the line, I can get him. I just wanted you to have that information so you can get everything in front of you.
[AGENT][NEUTRAL] Um, yes, sir. We would need him on the line.
[CUSTOMER][NEUTRAL] OK, alright, give me one second, OK?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] For over 33 years, Down's Law Group has been relentless in the pursuit of justice. Our team provides clients with personalized service, taking the time to truly understand their unique situation.
[CUSTOMER][NEUTRAL] Hey this is [PII].
[CUSTOMER][NEUTRAL] Is this APL?
[AGENT][NEUTRAL] Um, yes, sir. This is APL. Um, yes, sir. I have the.
[AGENT][NEUTRAL] Attorney's office on the line and um I need you to first of all, verify all of your information and um give me permission to speak with him.
[CUSTOMER][NEUTRAL] Yeah, he just really called you guys for me to get you on the line so this is [PII]. I'm the insured and you can certainly confirm whatever information you need to confirm.
[AGENT][NEUTRAL] OK. Yes, sir. Um, well, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Now I need your policy number, please?
[CUSTOMER][NEUTRAL] Hey [PII], do you have the policy number?
[AGENT][NEUTRAL] And if you don't have your policy number, I could look it up by your social.
[CUSTOMER][NEUTRAL] I got it I got it. It's [PII].
[AGENT][NEUTRAL] OK, thank you. Now, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII] mailing address is [PII].
[AGENT][NEUTRAL] Thank you. Now, please verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, sir. And again, how can we help you?
[CUSTOMER][NEUTRAL] Um, it's my understanding that y'all mailed out a $1800 and something dollars check in December.
[CUSTOMER][NEUTRAL] And I'm just following up with you guys and I've not received that and I've double checked all the mail and everything and I have not received that check yet. I think it was mailed out in mid December, so I'm just kind of worried about it because you know people do steal checks in the December time frame.
[AGENT][NEUTRAL] OK. Yes, sir. I'm looking at the check information now. One moment.
[AGENT][NEUTRAL] OK, yes, sir. I'm showing that it was mailed out to [PII].
[AGENT][NEUTRAL] Um, in [PII]. Is that the correct address?
[CUSTOMER][NEUTRAL] That is the correct address. It just has not arrived at that address.
[AGENT][NEUTRAL] OK. Yes, sir. What I can do is um send a request to have the check um.
[AGENT][NEGATIVE] Cancel and reissued back to you. But um we're unable to do that until the check is um at least um 30 days old. So right now I'm showing.
[CUSTOMER][NEUTRAL] Reissued
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, I'll just, uh, do I need to follow up on it or do y'all automatically reissue it once 30 days is expired?
[AGENT][NEUTRAL] No, sir, you would need to follow up on it.
[CUSTOMER][NEUTRAL] OK, and then what was the day y'all issued the check?
[AGENT][NEUTRAL] We issued the check on, let's see.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so just call back after [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it I appreciate it very much.
[AGENT][POSITIVE] OK. I thank you again, [PII] for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thanks.