AccountId: 011433970860
ContactId: 415cab67-b797-48a7-8827-acd4a02be16d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204600 ms
Total Talk Time (AGENT): 49943 ms
Total Talk Time (CUSTOMER): 101558 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/415cab67-b797-48a7-8827-acd4a02be16d_20250613T19:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, good afternoon. I was calling, um, because I have received a letter from you guys from the unclaimed property back, um, in March, and I have submitted uh the paperwork where I had to fill out all my information. Um, this was sent back in April and I know she did tell me that they were a little bit behind so it would take about 4 weeks, um, but we're.
[CUSTOMER][NEUTRAL] Approaching mid June already and I haven't received the check and I just wanna make sure because the letter that you guys have on file um was my old address on the form I did put in the updated um address but I'm not sure and I just wanna make sure that that check didn't go to my old address.
[AGENT][NEUTRAL] OK. Do you have your policy number by chance?
[CUSTOMER][NEUTRAL] Yeah, it's, um, oh, let's see if I have the policy.
[CUSTOMER][NEUTRAL] Yeah, 1,137,640.
[AGENT][NEUTRAL] And your first and last name and date of birth?
[CUSTOMER][NEUTRAL] And your
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Then what is your address?
[CUSTOMER][NEUTRAL] Um, my address is [PII].
[AGENT][NEUTRAL] OK, that's what we show and then your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then you, you said you did get a call back from someone, do you know when that was?
[CUSTOMER][NEUTRAL] Yeah, this was uh sometime in April.
[CUSTOMER][NEUTRAL] And then I had called to follow up a few weeks after and she did tell me that they were um a little bit behind um that it would take about 4 weeks but that was back in like May.
[AGENT][NEUTRAL] OK, um, I've got the last update [PII], um.
[AGENT][NEUTRAL] When you, I guess around that time you would have got the call back that it would take 4 weeks. I can send another email um and have her can would you rather be emailed or or called in reference to when it will be issued?
[CUSTOMER][NEUTRAL] a call would be fine.
[AGENT][NEUTRAL] And what number is a good number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you know the amount on that by chance?
[CUSTOMER][NEUTRAL] Yeah, the amount is 409 10.
[AGENT][NEUTRAL] OK, I'll put in a request for this to be researched that way you can get a call back and know exactly when it's gonna be issued and is there anything else I can help with today?
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well thanks for calling [PII]. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, bye bye.