AccountId: 011433970860
ContactId: 68f5701d-9c7a-47b4-b788-c46ff8e5d722
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436179 ms
Total Talk Time (AGENT): 126649 ms
Total Talk Time (CUSTOMER): 182799 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/68f5701d-9c7a-47b4-b788-c46ff8e5d722_20250519T22:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling regarding a notice that I received a dated [PII], um, about, um, refund overpayment received.
[CUSTOMER][NEUTRAL] Um, so apparently a check was issued and I hadn't, uh, cashed the check, so I did reply, um.
[CUSTOMER][NEGATIVE] That I hadn't received it and for them to reissue the check.
[CUSTOMER][NEGATIVE] However, I haven't received it, so I'm calling regarding the status.
[AGENT][NEUTRAL] OK, um, do you, uh, I can look up the policy by your last name unless you have the policy number.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] OK. And what was your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Um, let me get this pulled up. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me, it looks like you had a couple of policies, so let me find which one it was on.
[CUSTOMER][POSITIVE] I can give you the reference number if that would help.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] 2206499
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, looks like it, it will actually be mailed tomorrow. We've voided and reissued that and replacement will be sent tomorrow.
[CUSTOMER][NEUTRAL] I have a question. Is it possible you could tell me where it's being sent to? because I um put a post it of my new address?
[CUSTOMER][NEUTRAL] So just to confirm, where is it being mailed to my new address, not the old address?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, on the posted I um indicated that I have a new address. Can it be sent to my new address?
[AGENT][NEUTRAL] Let me see if we can catch that. I don't know. Did you forward your mail by chance?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, where is it coming from? Is it [PII] or?
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] Yeah, oh, [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] If it if that's gonna cause a further delay then you can send it there it's just.
[CUSTOMER][NEUTRAL] Uh, uh,
[AGENT][NEUTRAL] Um, what, well, what is your new address?
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Um, I will put in a note. Um, I'll message the person that takes care of that and see if we can get that.
[AGENT][NEUTRAL] Um, if we can get that, um, caught, I'm not sure.
[AGENT][NEUTRAL] Not sure if we can, but I will put that in. Well, but will you be able to get it if it does go to the other spot?
[CUSTOMER][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I, I will, it's just that other people have access to the mailbox because, um, yeah, that's not our address anymore, but um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So ideally, the new address would would would be better but I'll just have to keep checking.
[AGENT][NEUTRAL] OK, do you, um, what's your call back number?
[CUSTOMER][NEUTRAL] I'll, um,
[CUSTOMER][NEUTRAL] Sure, [PII] that's what I was gonna ask is it way I can.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] I can receive confirmation what address to go to.
[AGENT][NEUTRAL] OK, yes.
[AGENT][POSITIVE] Yeah, I'll um I'll put that in the note and we'll give you a call back and let you know what, what we were able to do. So, um, but yes, I'll, I'll put this request in right now, so hopefully we can catch that, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. Now I have a question just for future, how would I, is this me uh informing you is this formal way to update my address? Because you said I have multiple policies with you guys.
[AGENT][NEUTRAL] Well, they're all terminated, so, um, I mean, I'm, I'm happy to update the address, but these terminated back in.
[CUSTOMER][NEUTRAL] Wait, all of my policies are terminated?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Wait, wait, what, what insurance was this?
[AGENT][NEUTRAL] This is American Public Life.
[AGENT][NEUTRAL] So you did have a short term disability policy with us and then a group cancer through your employer. These were through your employer. They, they may have switched to a different company.
[CUSTOMER][NEUTRAL] Oh, I was gonna say I didn't cancel anything.
[AGENT][NEUTRAL] Yeah, they they probably switched yeah so that's probably what happened but yes I'll I'll get the address updated as well um and then I'll put that message in and then have your callback number. Is that a good number tomorrow to reach you?
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, this is, and, and if they can just, and because I go to the office tomorrow, so just in case I don't, I'm not able to um.
[CUSTOMER][NEUTRAL] Answer the phone if I could just have a detailed message saying what address it went to so that way I can, you know, look out for it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what about an email address? Do you want us to maybe email you to? Would that be easier?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, it's fine. That, yes, that's fine. Yes. My email is m.
[CUSTOMER][NEUTRAL] Dot L I B as in boy A [PII].
[AGENT][NEUTRAL] OK, we'll get that emailed if that works out better.
[CUSTOMER][POSITIVE] OK, thank you so much, uh, [PII], you have a good rest of the day.
[AGENT][NEUTRAL] OK. Thanks for calling ATM.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][POSITIVE] OK thank you bye bye.