AccountId: 011433970860
ContactId: 4d356fc5-e631-4d45-8078-4f5849a1b912
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 488750 ms
Total Talk Time (AGENT): 199784 ms
Total Talk Time (CUSTOMER): 172829 ms
Interruptions: 1
Overall Sentiment: AGENT=3.1, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/4d356fc5-e631-4d45-8078-4f5849a1b912_20250117T22:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hey, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi this is [PII].
[CUSTOMER][NEUTRAL] Yes, good afternoon, [PII]. My name is [PII] Oh, I don't know my policy number, but my date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, let me look for you my friend.
[AGENT][NEUTRAL] Miss [PII], how can we help you today?
[CUSTOMER][NEUTRAL] I can't, [PII], I can barely hear you.
[AGENT][POSITIVE] I'm so sorry, I
[CUSTOMER][NEUTRAL] Just a little bit.
[AGENT][POSITIVE] Sorry about that, Miss [PII], and how can we help you today?
[CUSTOMER][NEUTRAL] I sent, um, I did my mammogram back in September and I sent a copy I guess October.
[CUSTOMER][NEGATIVE] And she said, um, I spoke to someone else last week and she said they sent me something [PII] or [PII] something, but I never received the wellness little check I get, and she told me that if I don't get it by Wednesday pass to call and they'll board that one and send another one. And that's what I'm calling for.
[AGENT][POSITIVE] OK, perfect. I'd love to help you with that Miss [PII]. I do need to verify just a couple more pieces of information if you don't mind.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you be able to verify for me pretty please your mailing address?
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[AGENT][POSITIVE] Thank you I really appreciate that and can you verify for me please your email address?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][POSITIVE] Perfect thank you and the last one is just that phone number on file if you can, pretty please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect, thank you. I really appreciate that and
[CUSTOMER][POSITIVE] Oh, you sound so much better.
[AGENT][POSITIVE] Oh, I'm glad. I don't know what happened, but I'm glad it worked out. Um.
[AGENT][NEUTRAL] All right, Ms. [PII], I am working on getting a request put into void and reissue. I do see where that check was sent to you a little over a month ago and I'm really sorry you didn't receive it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Did they verify with you on that check when you called that it did end up going to the right address or would you like me to do that with you real quick?
[CUSTOMER][NEUTRAL] And do that real quick.
[AGENT][NEUTRAL] OK, let's check real fast.
[CUSTOMER][NEGATIVE] Cause they didn't, she did not.
[AGENT][POSITIVE] OK, well, we are gonna get it all sorted for you, my friend.
[AGENT][NEUTRAL] I'm just waiting for that screen to load so I can put in the check details.
[AGENT][NEUTRAL] All right, I do show that it went to your name. It looks like [PII]. That sounds right, but was that right for you?
[CUSTOMER][POSITIVE] That sounds right.
[AGENT][POSITIVE] OK, perfect. So at least we know the addresses right.
[CUSTOMER][NEGATIVE] But I haven't received it.
[AGENT][POSITIVE] Well, we are gonna get you all sorted. Give me just a second. I'm working on putting this request in for you right now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 36.
[AGENT][NEUTRAL] Sorry, Ms. [PII], one second.
[AGENT][NEUTRAL] Do you have any exciting plans for the weekend?
[CUSTOMER][NEUTRAL] Just to stay in and stay warm.
[AGENT][NEGATIVE] Absolutely, it's gonna be chilly this weekend. I'm not interested in that.
[CUSTOMER][NEGATIVE] Yeah, I don't, I'm not interested in all that ice and snow. I don't care for all that.
[AGENT][NEUTRAL] No, I don't, I mean, I don't mind looking at the snow. It's beautiful, but I don't need to touch it or be in it.
[CUSTOMER][NEGATIVE] Uh well, it is, but the, the people are not equipped, well, I live in [PII]. They're not equipped to drive in snow and all this stuff and it's too much happening, too many accidents.
[AGENT][NEUTRAL] Oh, absolutely. Same thing, I'm [PII] based.
[CUSTOMER][NEGATIVE] And then I don't like all, I don't like power out, uh, stuck in the house for days with no electricity and power, nothing. I don't like that.
[AGENT][POSITIVE] Absolutely. I'm right there with you, Ms. [PII].
[CUSTOMER][NEGATIVE] I mean, because you, it's boring, there's nothing you can do if you got it, unless you got a generator. Then you gotta be careful about the generators you get cause that's killing folks.
[AGENT][NEGATIVE] Yes, I've seen the house fires are happening from them. That's scary.
[CUSTOMER][NEGATIVE] Yes, yes. I don't, I don't like that type of weather.
[CUSTOMER][MIXED] I don't mind it cold, but, um, I don't like cold weather, no, but I don't mind it cold, but I'm not for the ice and heat and all that.
[AGENT][POSITIVE] No, I fully agree with that.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, well, I just hit submit on that request. um, give them, I would say it's the weekend, we're coming into a long weekend here. Um, I'd give them.
[AGENT][NEUTRAL] 3 to 4 days into next week for them to get it processed and get your check reissued, and then I would give it an additional 7 to 10 days from there. So I mean it sounds like a long time when you add it up like that, but roughly 10 to 15 business days, um, start being on the lookout for that check. And if you don't see something come through 10 to 15 business days, uh, give us a call and we'll try to narrow down the exact date that that check got sent out to you and be able to help you figure it out from there, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now I know it's the [PII], so when I do my mammogram again in this year, the [PII].
[CUSTOMER][POSITIVE] I'll get paid for that one too, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Because this is the one for the [PII], but it's just coming in the [PII].
[CUSTOMER][NEUTRAL] So, you know, I might have another, ma'am.
[AGENT][POSITIVE] Yes, absolutely. We have it uh listed as a [PII] benefit, so you're all set for your [PII].
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Oh, it's my pleasure. Is there anything else I can do for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] That's it. That's it. So I'm gonna wait and give it till like February the beginning of February, OK?
[AGENT][POSITIVE] OK perfect yeah if you don't see something come through by the end of January early February, give us a call, check back in and we'll do our best to get you taken care of.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Well, perfect. Thank you so much for calling us here at APL. You stay warm and comfortable this weekend and um hopefully that check just pops through pretty quick.
[CUSTOMER][NEUTRAL] OK. And you stay warm and do like what?
[AGENT][POSITIVE] Thank you. I appreciate it.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] My pleasure. You take care.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.