AccountId: 011433970860
ContactId: 504fbd22-db46-480f-ad6d-992222ab3c94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252779 ms
Total Talk Time (AGENT): 67131 ms
Total Talk Time (CUSTOMER): 151775 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/504fbd22-db46-480f-ad6d-992222ab3c94_20250625T13:54_UTC.wav
--------------------------------------------
[CUSTOMER][NEGATIVE] Don't wanna do that if, if not, I don't have to start setting my clock an hour every day to get up and move. Good morning. I'm calling about a check that was sent to me that I've not received yet and to see if you can tell me the actual date it was mailed.
[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] OK. Is it, uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 2579522.
[CUSTOMER][NEUTRAL] It was a claim dated uh data service may not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][MIXED] And I know the mail around here can be horrible but usually not this bad.
[AGENT][NEUTRAL] Um, can you verify your, uh, name and date of birth for me?
[CUSTOMER][NEUTRAL] Yes, I'm sorry, [PII] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your address and email address?
[CUSTOMER][POSITIVE] And it works.
[CUSTOMER][NEUTRAL] [PII]. Email is [PII].
[AGENT][NEUTRAL] OK, and then do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, the number I'm calling you from is my work number [PII].
[CUSTOMER][NEUTRAL] You may have my cell number on file.
[AGENT][NEUTRAL] But it
[AGENT][NEUTRAL] Um, was that a claim for yourself?
[CUSTOMER][POSITIVE] Yes, it was for me.
[CUSTOMER][NEUTRAL] I've got the claim number if you need that. I say I do. I thought it was on the COP.
[AGENT][NEUTRAL] Uh, yeah, it looks like I, I have it pulled up. Um, yes, we sent 27,580. Let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] That was mailed on [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, so I still don't have it. OK, I'll give it another day or two and see um.
[CUSTOMER][NEUTRAL] If it arrives because usually.
[CUSTOMER][NEUTRAL] Mail from y'all. I get like right within a few days of getting the text, you know, like you've received my claim or something like that and then I get that notice in the mail, you know, in process.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But this check hasn't gone.
[AGENT][NEUTRAL] Um, so yeah, what we'll do, uh, we have, we do have to wait 30 days before we reissue, so, um, you'll receive it, um, but if not, um, we can reissue it on [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] OK, that works for me. Do y'all also have uh.
[CUSTOMER][NEUTRAL] Oh, let me think of what it's called.
[CUSTOMER][NEUTRAL] Because last year my payments were direct deposited.
[AGENT][NEUTRAL] Oh, OK, do you wanna, um, want me to send you a form for that?
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Especially if this check doesn't show up we'll go we'll change back. I don't know how it got, yeah, I do that was on my old policy and I had to port this one over.
[CUSTOMER][NEUTRAL] And take care of it myself, so that's probably what happened. I didn't do that.
[CUSTOMER][NEUTRAL] Extra form.
[AGENT][NEUTRAL] OK, yeah, I'll send you that form. Um, do you want me to email it to you or mail it to you?
[CUSTOMER][NEUTRAL] Emailing would be fine.
[AGENT][POSITIVE] OK, uh, I'll get that emailed over and then, um, you'll complete that and get it back to us and then we'll get you set up for direct deposit that way you don't have to wait for checks.
[CUSTOMER][NEGATIVE] Fuck you.
[CUSTOMER][POSITIVE] I can do that before I file this next claim. OK, well thank you for so much for taking my call and you have a wonderful day.
[AGENT][POSITIVE] OK, well, thanks for calling APL. I hope you have a wonderful day too.
[CUSTOMER][POSITIVE] Thank you bye bye.