AccountId: 011433970860
ContactId: 3df74e0f-e0c9-42ba-b316-eb628ce57b23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 642349 ms
Total Talk Time (AGENT): 237702 ms
Total Talk Time (CUSTOMER): 238475 ms
Interruptions: 8
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/3df74e0f-e0c9-42ba-b316-eb628ce57b23_20250326T18:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] I'm good and you?
[CUSTOMER][NEUTRAL] OK, um, so I was trying to get in contact with [PII].
[CUSTOMER][NEUTRAL] It's like it's a [PII].
[CUSTOMER][NEUTRAL] Is she available by chance?
[AGENT][NEUTRAL] OK, so you were trying to reach [PII], is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, yes, sir, well I can try and see if she's available. Who am I speaking with please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] Thank you. And Mr. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] your your bank.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have a policy, Mr. [PII], with APL?
[CUSTOMER][NEUTRAL] Be
[CUSTOMER][POSITIVE] I most certainly do.
[AGENT][NEUTRAL] OK, and do you have your policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It looks like it's just got the reference number for it.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Did you look it up that way?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can try. I just gonna depend on how, what the number is. You'll just.
[CUSTOMER][NEUTRAL] OK, let me, let me give you the number first.
[AGENT][NEUTRAL] You could give me that number so that I can, I can check.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, it's one.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, 1000.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 580.
[AGENT][NEUTRAL] OK, so just one moment please.
[AGENT][NEGATIVE] I won't
[AGENT][NEUTRAL] Be able to look your information up with that num, Ms. [PII]. Do you have anything else that has a different number on it?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] Here, let me see if I can find your policy.
[AGENT][NEUTRAL] I just need to be able to look up your information.
[AGENT][NEUTRAL] Um, if you're this primary policyholder, Mr. [PII], I could try and look it up with your full social.
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][NEUTRAL] OK, are you ready?
[AGENT][NEUTRAL] Uh yes, sir.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, I'm the policy holder, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh my social security number is [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So give me one moment please to see if I can locate your information.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] No, you're welcome.
[AGENT][NEUTRAL] OK, so first I was with you for security purposes. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Also
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Your home mailing address please.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] [PII] is the zip code.
[AGENT][NEUTRAL] OK, thank you. And the phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Yes, the one that I gave you for the callback number, yes, you're welcome.
[AGENT][NEUTRAL] Alright, thank you and the last thing to verify is going to be your email address.
[CUSTOMER][NEUTRAL] Uh, my email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], it does not appear that's all the information I would need to verify, but did you received a letter. Is, is that correct from [PII]?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, I received a letter from [PII] saying about uh outstanding check number that that appears in your files that it hasn't been cashed and I, I was just trying to touch base with her to let her know what the case is.
[AGENT][NEUTRAL] OK, alright, so let me, let me see if I can tell when she will be back available.
[AGENT][NEUTRAL] Now I can try and connect you.
[CUSTOMER][NEUTRAL] Sometimes you can hear
[AGENT][NEUTRAL] To see if she is available, it doesn't appear sure about her voicemail if her voicemail.
[AGENT][NEUTRAL] If she doesn't answer or voicemail doesn't pick up, I can take.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. I'm, uh.
[CUSTOMER][NEUTRAL] OK, wait a minute, wait a minute, wait a minute, let's stop right there.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I should be discussing this with her specifically.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] I wish you would inform me that before we continued on with the conversation and whatnot if you couldn't help me.
[AGENT][NEUTRAL] Oh, yes, sir, but I can't provide, yes, sir. I can't provide you, correct, but I can't provide you any information at all until we verify certain things for security.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, for security purposes, OK, alright, yeah, this is pertaining to.
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] Um, the reason why I'm calling to call change to um.
[CUSTOMER][NEUTRAL] Something that I didn't receive and I, I submitted a uh a friendly reminder letter and I wanted to.
[CUSTOMER][NEUTRAL] To uh uh.
[CUSTOMER][NEUTRAL] Contact you to to see if I could.
[CUSTOMER][NEUTRAL] Uh, get it taken care of and whatnot.
[CUSTOMER][NEUTRAL] So she's not available when would she be available?
[AGENT][NEUTRAL] I can't tell the time that she will be available. It just does not appear she is available at the moment, but again, I can try and connect you to see if she does answer or if not, if her voicemail.
[AGENT][POSITIVE] We'll pick up and if you would like, you can leave her a message. If not, I'll be happy to send her.
[CUSTOMER][NEUTRAL] OK, there's someone else I can speak with about the issue?
[AGENT][NEUTRAL] An email asking her to give you a call.
[CUSTOMER][NEUTRAL] Directly?
[CUSTOMER][NEUTRAL] Is it just her that I need to speak with?
[AGENT][NEUTRAL] This is regarding the letter you received from [PII].
[AGENT][NEUTRAL] You said that the letter you received was regarding.
[CUSTOMER][NEUTRAL] No, the letter was.
[CUSTOMER][NEUTRAL] No, uh, the letter, the letter that I received had to.
[CUSTOMER][NEUTRAL] If I had any additional information.
[CUSTOMER][NEUTRAL] Contact [PII].
[CUSTOMER][NEUTRAL] OK, with their extension and whatnot, OK, the letter was from APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As far as that goes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, the letter was from our, she works for APL so the letter would have APL on it. She's an employee of APL, but you're saying you.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Received a letter from [PII] regarding a check, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so yes, sir, that is who you would need to speak to regarding that.
[CUSTOMER][POSITIVE] Yeah, I'm trying to get this, this resolved.
[AGENT][POSITIVE] Yes sir I understand and I'll be happy to try and connect you with her if she's not available I'll be.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][POSITIVE] Be happy to send her a message asking her to give you a call.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Are you able to hear me OK, Mr. [PII]?
[CUSTOMER][POSITIVE] I greatly appreciate it.
[CUSTOMER][POSITIVE] Uh, yes, I'm able to hear you OK. It looks like you.
[CUSTOMER][POSITIVE] Went in in and out a couple of times but yeah I can hear you pretty clearly now.
[AGENT][POSITIVE] OK. So yes, I will be happy to connect you with her and if she is not available, I can send her a message asking her to give you a call. Is any time fine for her to call you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Per yeah, any time, uh, pertaining to this as long as it's not, uh, too late.
[CUSTOMER][NEUTRAL] Uh, at night, yeah, it should be fine.
[AGENT][NEUTRAL] Uh, no, so we close at [PII] Central time.
[AGENT][NEUTRAL] No, sir. Yes, sir. We, we closed it, so we're not, we're not 24 hours.
[CUSTOMER][NEUTRAL] OK, yeah. Anytime, anytime during the day is, is fine.
[AGENT][NEUTRAL] OK, so if you'll give me one moment then.
[CUSTOMER][NEUTRAL] And it, it's.
[AGENT][POSITIVE] Yes, sir. I'll be very happy to try and get you connected, but before I do, is there anything else, Mr. [PII], I could help you with?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] No, thanks for your help today.
[AGENT][NEUTRAL] OK. Well, you're certainly welcome. And one moment please, if she's not available, I will, or her voicemail, would you like to leave or her a voicemail if her voicemail does pick up?
[CUSTOMER][NEUTRAL] Um, most certainly, yeah, if I, if I can do that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely. OK, well one moment and I will connect you and thank you again for calling it was nice speaking with you today.
[CUSTOMER][NEUTRAL] You bet bye bye now.
[AGENT][NEUTRAL] Mm, bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] This is [PII]. You've entered my voicemail. I'm either on another line or away from my desk, but your call is.