AccountId: 011433970860
ContactId: 6595e1cc-fac6-4e1f-82e8-f189ec706eea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211869 ms
Total Talk Time (AGENT): 54563 ms
Total Talk Time (CUSTOMER): 82179 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/6595e1cc-fac6-4e1f-82e8-f189ec706eea_20250529T13:35_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good morning, [PII]. This is [PII] in customer service. I have, I have policy 215.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] 0345.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right. Um, so we have an issue with um this insured or there's something going on that um we refunded money to her for overpaid premiums for certain months. I see that um [PII] was able to see that we mailed out those checks and I believe that she, on her notes, she says that they are showing cleared.
[CUSTOMER][NEUTRAL] Um, that those were cashed, but she hasn't, um, she's stating that she hasn't received the checks. Um, I think we were supposed to look, um, if those were cashed and signed by her, um, but, uh, I don't see if we verified anything about that. Are you able to see?
[AGENT][NEUTRAL] Uh, unfortunately, no, um, let's see.
[CUSTOMER][NEUTRAL] Or confirm?
[CUSTOMER][NEUTRAL] Mm, notes go by um [PII].
[AGENT][NEUTRAL] Just looking at the notes.
[AGENT][NEUTRAL] Let me, let me contact [PII] and see if she's gotten a copy of those checks because she she requested them so I don't know if they would have sent them to her directly or not.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] See if she sees that really quick.
[AGENT][NEUTRAL] Oh darn, let's see.
[AGENT][NEUTRAL] She's on a call. Oh man, OK.
[AGENT][NEGATIVE] Uh, so I don't know that the customer is going to appreciate it very much because I see that we've told a rude caller back a few times, but, um, the person that requested those checks is on a call at the moment, so.
[CUSTOMER][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like she requested them on the [PII], so she should have them.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I apologize. I, I don't have any other information at this time.
[CUSTOMER][NEUTRAL] Insured those premium.
[CUSTOMER][NEUTRAL] Oh, yes, I understand. Um, I'll go, I'll get back to her um because she has been on the phone already for a minute. Um, I, I'll see what I can do. Thank you.
[AGENT][NEUTRAL] And I'm sorry, what was your name again?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], OK, I will, um, I'll get with uh [PII] and she responds I will let you know what she says.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Bye.