AccountId: 011433970860
ContactId: 5b63ae90-8f57-46ea-9b9d-b21d6457f899
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 606690 ms
Total Talk Time (AGENT): 230966 ms
Total Talk Time (CUSTOMER): 304535 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/5b63ae90-8f57-46ea-9b9d-b21d6457f899_20250109T21:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I'm trying to find out about um
[CUSTOMER][NEUTRAL] A plane has been mailed to me on the [PII], the last month.
[CUSTOMER][NEGATIVE] December and I haven't got the check. I wanna know what's going on, why I haven't got the check in my account or actually in my mailbox of money.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, Miss [PII]. Do you have your policy number available?
[CUSTOMER][NEUTRAL] It's 234-7565.
[AGENT][NEUTRAL] Thank you. And can you verify your date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is your current mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] And a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And finally, do you mind verifying your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Miss [PII]. I appreciate the verification.
[AGENT][NEUTRAL] Let me just, and this is for your disability, correct?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Yeah, the check. I'm looking for the, the check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] for children is only able to provide this world class life changing medical care room the sugars and you know just.
[AGENT][NEUTRAL] OK, now I'm showing.
[AGENT][NEUTRAL] That your disability policy is no longer active.
[CUSTOMER][NEUTRAL] I can run
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I know that. That's why they're supposed to be sending me a check out and they said the mail it out, so you got to get me to the apartment in the claim apartment.
[AGENT][NEUTRAL] OK. Give me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] It was adorable. So to let people get as a and a reminder of the love you get to a kid just like me.
[CUSTOMER][NEUTRAL] You can help the child.
[AGENT][NEUTRAL] OK, looks like that that was actually issued on the [PII].
[CUSTOMER][NEGATIVE] I haven't got no check. No, nothing. I ain't got no mail from y'all.
[AGENT][NEUTRAL] Yeah, and it may be, you know, that because of the holidays and the weather, it may take a little longer to get there. Now it did go to the address on file.
[AGENT][NEUTRAL] So I would give it.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] A little while longer to see if the mail will get it to you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] They don't take no 2 weeks to get to know about a week or 2 years to get to somebody.
[AGENT][NEGATIVE] Unfortunately, sometimes it does. Now, I can transfer you to customer service, but we ask that you give.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Yeah, I need to talk to somebody in customer service cause I ain't never heard some stuff like that. I ain't never heard nothing like that. Mail is male. I get mail every day. And then.
[AGENT][NEUTRAL] OK. If you don't mind holding just one moment, please, ma'am, OK?
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][POSITIVE] It's been a pleasure to assist you. One moment, Miss [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Uh, [PII], you know I love you, right?
[CUSTOMER][NEUTRAL] 00, no.
[AGENT][NEUTRAL] You don't know it?
[AGENT][NEUTRAL] You're gonna, you're gonna question it in a minute.
[CUSTOMER][NEUTRAL] Uh uh 3:36.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm so sorry. OK.
[CUSTOMER][POSITIVE] Good
[AGENT][NEUTRAL] Policy number 234.
[AGENT][NEUTRAL] 756-5 and I gotta tell you something funny, you know, on that call earlier that I called you directly through Teams, I forgot to put [PII], the agent on hold and she, she got tickled. She said, I have to tell you the truth. You didn't put me on hold and I heard y'all's whole conversation.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh no, what did he say?
[AGENT][POSITIVE] And she just laughed and laughed and laughed and I said, oh my goodness, I am so sorry. She said, no, it was so neat to see y'all working as a team and hearing y'all. She said, you didn't say anything bad or
[AGENT][POSITIVE] Thank goodness.
[CUSTOMER][NEUTRAL] Now that conversation's gonna have to go back through my mind.
[AGENT][NEUTRAL] I know. She said, I said, please just, just erase that from your memory.
[AGENT][POSITIVE] No, she said it was a good call and she enjoyed listening to our teamwork and camaraderie.
[AGENT][NEUTRAL] So bam.
[CUSTOMER][POSITIVE] Oh well, I'm glad of that.
[AGENT][NEUTRAL] Oh! Anyway, this lady, [PII], she's calling about a refund check. I told her that it was issued on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She knows she's getting it, but she has not gotten it yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I told her that we asked to allow 30 days for the mail due to, first of all, holidays and as well as whether it may take a little bit longer. And she got upset. She said, I know that mail don't take that long. You know, I've never had to wait two weeks for mail. She must have a really good mail person and bless her heart, good for her.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So
[AGENT][NEGATIVE] I am just, she got irate, I mean, not irate, but she got very upset and said she needs to talk to somebody else in the right department.
[CUSTOMER][NEGATIVE] Oh my, I tell you I'll be telling her the same thing because we're not I mean I will talk to her. I'm not saying that, but we're not even allowed to do the refund for 30 days. I mean a second they're not gonna stop that check is what I'm trying to say.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEGATIVE] Exactly, it was just she got really upset and says she needs to speak to another department.
[CUSTOMER][NEUTRAL] Until 30 days.
[CUSTOMER][POSITIVE] Oh gosh, OK, got you.
[AGENT][NEUTRAL] So I'm sure you can tell her the same thing. Yes.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Maybe if, maybe if she hears it twice she'll be like, OK.
[CUSTOMER][POSITIVE] Hopefully so.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Do you know how much it's for? I'm just asking just to
[AGENT][NEUTRAL] Uh, 126418. It was issued on [PII] by [PII]. I verified her address and everything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. Thank you.
[AGENT][NEUTRAL] Are you ready for Miss [PII]?
[CUSTOMER][POSITIVE] I am right.
[AGENT][POSITIVE] I'm sorry, I still love you. Thank you. Hold on just a minute, let me get her on line.
[CUSTOMER][NEUTRAL] OK, I think
[AGENT][POSITIVE] Thanks one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Phone's not transferring, hang on. Miss [PII]?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] Thank you for your patience. I have [PII] in our customer service department and she's going to assist you further, OK?
[CUSTOMER][POSITIVE] OK, thank you. Mhm.
[AGENT][POSITIVE] My pleasure. You have a lovely evening. Stay warm.
[CUSTOMER][NEUTRAL] Yeah, you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK. Bye.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah, I was trying to find out um about the um.
[CUSTOMER][NEUTRAL] The disability um
[CUSTOMER][NEUTRAL] They uh supposed to send me a check and I haven't got it yet. OK, um, let me look into that and just see.
[CUSTOMER][NEUTRAL] I see a note on your policy that it was issued on [PII] and mailed on [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let me just see if there's any other details.
[CUSTOMER][NEGATIVE] And you say you have not received it yet.
[CUSTOMER][NEUTRAL] No, not yet. I have no mm mm.
[CUSTOMER][NEUTRAL] Um, now what happens in that case, um, we, they do wait a month before they will stop payment on that check and issue another one, but you know, we will get a report to let us know that it has not been cashed and we can stop payment on it, but they will not allow that until it's 30 days.
[CUSTOMER][NEUTRAL] OK, um, but I am hoping you receive it. It does show it was mailed on the [PII], um. Mhm. Say what the night.
[CUSTOMER][NEUTRAL] I just feel like because of the holiday maybe that slowed it down maybe you'll receive it tomorrow I'm hoping I mean just any day. OK.
[CUSTOMER][POSITIVE] Um, but if not, we will issue a second check for that. We definitely will do that.
[CUSTOMER][POSITIVE] OK, thank you, you are welcome. Uh, can I help you with anything now?
[CUSTOMER][NEUTRAL] Ma'am, can I help you with anything else though?
[CUSTOMER][NEUTRAL] No, that, that's all, yeah, that's all. Mhm. OK, you have a good day, Ms. [PII], and thank you for calling ATM. Thank you. OK bye bye bye.