AccountId: 011433970860
ContactId: 53d9d656-6145-4a04-bd1b-94aab73cc22a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370040 ms
Total Talk Time (AGENT): 95082 ms
Total Talk Time (CUSTOMER): 139428 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/53d9d656-6145-4a04-bd1b-94aab73cc22a_20250421T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII], my name is [PII].
[CUSTOMER][NEUTRAL] And I just got a um refund check from y'all.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm calling to question.
[AGENT][NEUTRAL] OK. Uh, does it, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I don't know that it does because my policy went out, um.
[CUSTOMER][NEUTRAL] A couple years ago
[CUSTOMER][NEUTRAL] But if you'll give me just a second, I will.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] 945-517
[AGENT][NEUTRAL] OK, uh, Ms. [PII], and what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And um do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, I just need two other pieces of information. What's your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said you received a check from us, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Actually
[AGENT][NEUTRAL] That for [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] It might be from an old claim, but it was never cash. Let me see.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I don't recall ATL ever paying a claim.
[CUSTOMER][NEUTRAL] To be honest with you
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] I thought maybe I thought maybe it was um a refund for never using or them never having to pay a claim to be honest.
[AGENT][NEUTRAL] Um, no, let me see, uh, let me see what it might have been for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But I not only received one, I received 2 of them.
[AGENT][NEUTRAL] OK, let me see what's going on here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, I'm trying to look through and see where what this belongs to.
[CUSTOMER][POSITIVE] So you're good, you're good.
[AGENT][NEUTRAL] 185
[CUSTOMER][NEUTRAL] I did get a letter stating that I was gonna receive a check.
[CUSTOMER][NEUTRAL] I did not see where it said 2. I saw um an amount.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] That was pretty much it, you know what I'm saying?
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] So I, before I deposit or do anything with them, I wanted to make sure because I don't want somebody coming back later. I mean, I don't have the funds to be, you know, playing around with extra money.
[CUSTOMER][NEGATIVE] If somebody comes back and says, hey, you were given too much money, well.
[AGENT][NEUTRAL] Yeah, I understand totally. Let's see.
[CUSTOMER][NEUTRAL] Uh, you know what I'm saying? Yeah.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEGATIVE] My husband just died and I don't, don't have that kind of income anymore.
[AGENT][NEGATIVE] I lost
[AGENT][NEUTRAL] OK. Uh, I'm trying to figure out where this goes to. I'm having a little bit of trouble. OK, let me
[AGENT][NEUTRAL] Can I, uh, can I, I need to contact somebody, um, and see if we can figure out where does it say anything else on the letter?
[AGENT][NEUTRAL] Besides just the, your check.
[CUSTOMER][NEUTRAL] Uh, the letter
[CUSTOMER][NEUTRAL] The letter is not with me, the checks are with me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm, I'm out and about.
[AGENT][NEUTRAL] And do you have the 2 check numbers?
[CUSTOMER][NEUTRAL] I sure do.
[CUSTOMER][NEUTRAL] That is one thing I do have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I am in my car so I apologize.
[AGENT][POSITIVE] Oh, no problem.
[CUSTOMER][NEUTRAL] One of them?
[CUSTOMER][NEUTRAL] OK, just 11 of them is uh 02038707.
[CUSTOMER][NEUTRAL] And the other one is 02038426.
[AGENT][NEUTRAL] OK. And then let me just confirm your number. [PII]. Is that right?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me, uh, send out a message to um and see if I can figure out where, where these go to and make sure that they're legitimate and that you can cash them so um I've got your callback number and then once once we get that information we'll give you a call back OK?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you have a good rest of your day.
[CUSTOMER][NEUTRAL] You too bye