AccountId: 011433970860
ContactId: 676e2989-6c40-4501-8da8-a4d4ec556dbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 778929 ms
Total Talk Time (AGENT): 153782 ms
Total Talk Time (CUSTOMER): 201001 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/676e2989-6c40-4501-8da8-a4d4ec556dbc_20250207T14:59_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Uh yes, ma'am, good morning. This is [PII]. Uh, I'm calling back because about a month ago, uh, you guys sent me a check, uh, via mail, and, uh, I, I did not receive it. They told me to wait for about 30 days before calling back just to confirm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I'm just calling back to let you know that uh I, I never got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I can provide you with the policy number if you would like.
[AGENT][NEUTRAL] Mhm. Go ahead. Yes, go ahead.
[CUSTOMER][NEUTRAL] The policy number, yeah, the policy number is 2397.
[CUSTOMER][NEUTRAL] 389.
[AGENT][NEUTRAL] All right, thank you. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, and may I have your date of birth, mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] Yes. My date of birth is [PII].
[CUSTOMER][NEUTRAL] My address is [PII] and my email is [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII].
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bear with me, I'm trying to locate the check.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yes, I've been checking. Uh, the only day that I have that I, I did not check was yesterday, but other than that I've been checking every day, and I did receive the other, uh, letters, uh, stating that, um, the claim was settled and the amount was approved, uh, but, but after that I never received anything.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] And I noticed that those letters did take up about 10 to 15 days to get into my, into my house, I guess, and the last one didn't get through. Um, so I don't know it because of the California fires or I don't know what what uh might have happened.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me send a request for this to be canceled and reissued. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Uh, yes, no, I don't mind. I'll hold.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me, Mr. [PII]. OK, I went ahead and send that over to the correct department to have that check canceled and reissued. It usually takes 24 to 48 hours, OK?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] To, to get reissued um
[AGENT][NEUTRAL] Yes, to get re issue, mhm.
[CUSTOMER][NEUTRAL] Is there, is there any way that I can send you the um my bank information so I can send it straight to the bank?
[AGENT][NEUTRAL] To set up a direct deposit, it takes 24 to 48 business hours as well. Um, if you're gonna send it the fastest way will be by, um, I will say by email or by fax, um, well, it will be.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah, I, I was thinking about sending an email. uh, can I, can I just go to, to the where it says forms and fill out the form.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then send it to the sharing link? Can I do that?
[AGENT][NEUTRAL] Um, if you send it through your policy, it's gonna take longer because somebody needs to go into your policy and process, so it's, it's gonna take way longer. Um, it has to be either by fax or by email. You can send it to [PII].
[CUSTOMER][NEUTRAL] OK. Uh, uh, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let, let me go ahead and, and write it down. Hold on just give me one second please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yes, Mr. [PII]. And I cannot guarantee it will be send direct deposit, OK?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, what was the last thing you said? I apologize.
[AGENT][NEUTRAL] Oh, I cannot guarantee that it's gonna be send direct deposit for this one.
[CUSTOMER][NEUTRAL] Uh, oh, OK, then uh, then I'll wait for mail then it's OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, because since this, yeah.
[CUSTOMER][NEUTRAL] Uh, I'll just go, uh, here.
[AGENT][NEUTRAL] It's the same processing time for both of them, so maybe by the time they process the check, um, they have not finalized with the direct deposit and so because we need to verify the information of the bank. I'm so sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, no. Oh, OK.
[CUSTOMER][POSITIVE] Uh, OK, no, I'll, I'll just, let's go ahead and do it again through mail. Not a problem. I'll, I'll, I'll keep it later on. OK, uh, perfect.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right. OK. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Uh, no, I'll just wait for the transfer. Thank you so much.
[AGENT][POSITIVE] All right. You're welcome, Mr. [PII] and thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] We're gonna send me to uh to uh someone else, right?
[AGENT][NEGATIVE] I'm gonna, no, I'm not gonna transfer you. It's already been done.
[CUSTOMER][NEUTRAL] Yes, that, yes. OK. uh, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The the transfers, uh.
[AGENT][NEUTRAL] So right now we're just
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] I'm sorry, no, I'm sorry, uh, um.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, so right now you're just waiting for that check to be sent out to you. So it takes um again, 24 to 48 hours for it to be processed and sent back to you, OK?
[CUSTOMER][NEUTRAL] Oh, OK, so I don't have to speak to nobody else.
[AGENT][POSITIVE] No, um, I, I got taken care of this for you. Is there anything else I will help you with today?
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Uh, oh, OK.
[CUSTOMER][POSITIVE] No, ma'am, thank you so much. I, I missed that part. It's I'm sorry we're we're good.
[AGENT][POSITIVE] OK, no problem. It's OK. All right, you have a good day. Bye-bye, Mr. [PII].
[CUSTOMER][POSITIVE] Very good.
[CUSTOMER][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.