AccountId: 011433970860
ContactId: 6c24bf77-4ee0-4cf5-a5ad-c781b3c6713a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274440 ms
Total Talk Time (AGENT): 105557 ms
Total Talk Time (CUSTOMER): 148070 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/6c24bf77-4ee0-4cf5-a5ad-c781b3c6713a_20250102T16:24_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I wanted to call and check on the status of, uh, one of my checks I was supposed to be getting.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Uh, yep, give me 2 seconds.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Sorry, I just logged up. OK, uh, my policy number is, oh, where did it go? Oh there it is. OK, uh, 2,152,600.
[AGENT][NEUTRAL] And can you verify your name? I'm sorry.
[CUSTOMER][NEUTRAL] And I have the
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII], and your date of birth and current mailing address.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] Thank you. And then finally, what is your email and callback number?
[CUSTOMER][NEUTRAL] Oh, what's it, uh, my email is.
[AGENT][POSITIVE] Looks like it's working now.
[CUSTOMER][NEUTRAL] Yeah, [PII] and then [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And this is a claim for you, for you?
[CUSTOMER][NEUTRAL] Uh for uh [PII].
[AGENT][POSITIVE] For [PII], thank you.
[AGENT][NEUTRAL] Let me check on that for you.
[AGENT][NEUTRAL] Yeah it looks like it was processed on [PII].
[CUSTOMER][NEUTRAL] Yeah, so what about the one the 3541629?
[AGENT][NEUTRAL] Let me check that.
[CUSTOMER][NEUTRAL] Claim.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that one was issued on [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The 1629.
[AGENT][NEUTRAL] Yes, it was. Mhm.
[CUSTOMER][NEGATIVE] So that one I have not received.
[CUSTOMER][NEUTRAL] I got the 2078.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But the 162 9, I didn't get anything.
[AGENT][NEUTRAL] Yeah, it went to the same um.
[AGENT][NEUTRAL] Address to your home address.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Now, if it was processed on the [PII], it would have gone out the following business day.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Which like I said, I thought it was, you know, we just weird in that the 20781 that check came and I put in the bank.
[CUSTOMER][NEUTRAL] But the other one I was like, well.
[AGENT][NEUTRAL] And then the other one.
[CUSTOMER][NEUTRAL] Right, which isn't, I mean, I'm not like mad or anything. I get it. Weird things happen that's probably out of your control and mine.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, it might have gone to [PII] on the way to your house.
[CUSTOMER][POSITIVE] It could have. I would rather be there than where I'm at for sure.
[AGENT][NEUTRAL] With the mail.
[AGENT][NEUTRAL] Oh, I bet you would have been it's cold up there.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh my gosh. So, I guess, I mean, it's not like I'm, you know.
[CUSTOMER][NEUTRAL] Uh, in a, you know, crazy rush to get like I can wait a week or two, you know, a week maybe and see, but you know you guys are usually pretty quick with either the texts or, you know, the I need more information letter so.
[AGENT][NEUTRAL] Yeah, so what I would do is we're, we're asked to allow 30 days for the mail.
[AGENT][POSITIVE] But hopefully, you're gonna get it this week, you know, or next week.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, because interestingly, I already got the check, the the uh.
[CUSTOMER][NEUTRAL] 19 the claim the 192. I know they need more information which I've requested from.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's the sports um.
[CUSTOMER][NEUTRAL] Sports thing I requested that the um athletic director send me the information requested and he's gonna get to me after, you know, [PII] break. So yeah, I've already gotten that one, but like I said, that other check just hasn't showed up and that was probably the first one to go out, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] But yeah, I can
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I can wait. It's, you know, it's not a huge deal. I'm not, you know, like I said, I'm not pressed, so, um, we can certainly wait.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, just keep watching that mail cause I would assume that it would come just any moment, you know, especially since it went out prior to the other one. Same address, same everything.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah, yeah, no, no, it's quite all right so OK well I'll, uh, like I said I'll give it a little bit of time and then if I don't get it I'll call back.
[AGENT][NEGATIVE] Yeah, if you have not received it by the [PII], give us a call back we'll void void this check and reissue it.
[CUSTOMER][POSITIVE] Perfect. OK.
[AGENT][POSITIVE] It's been a pleasure to assist you, Mr. [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] All right well thank you so much.
[CUSTOMER][POSITIVE] No, have a great day.
[AGENT][POSITIVE] I hope you have a great day too, and happy New Year to you and your family. Bye-bye.
[CUSTOMER][POSITIVE] Thanks you too bye bye.