AccountId: 011433970860
ContactId: 6f64ba87-1138-4c2a-b5d9-ebaa23839b44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269450 ms
Total Talk Time (AGENT): 115449 ms
Total Talk Time (CUSTOMER): 121990 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/6f64ba87-1138-4c2a-b5d9-ebaa23839b44_20250109T17:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes. Uh, this is [PII]. Uh, I had a mammogram done in December, and I mailed the form in to get the $75 and I have not heard from y'all. Y'all usually respond immediately, so I just wanted to check on it.
[AGENT][NEUTRAL] OK, [PII]. I'm
[CUSTOMER][NEUTRAL] I don't have my policy.
[CUSTOMER][NEUTRAL] I don't have my policy in front of me. I'm at a dealership.
[AGENT][NEUTRAL] Alright, let's take a look then. I can do a look by your name. What is your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] I've had APL for 20 something years.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Glad I got it. I hadn't had to use it, and I don't hope I don't have to, but
[AGENT][NEUTRAL] I hear you. OK.
[CUSTOMER][POSITIVE] It's a good plan. It's a good plan.
[AGENT][NEUTRAL] And then [PII], if I could please verify your uh date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And then the address that we should have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you so much. So let's take a look here. And you said you
[CUSTOMER][NEUTRAL] I just want to be sure it wasn't lost in the mail or anything.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] Yes, I, I mailed that in, uh, probably about the [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so [PII], I do show it looks like [PII] it looks like the claim was paid.
[AGENT][NEUTRAL] Um, there was a check sent out to you for the amount of $75. It was sent to [PII].
[CUSTOMER][NEUTRAL] OK, when was it sent?
[AGENT][NEUTRAL] I'm showing it it was processed on [PII], so it would have gone out shortly after that. Let me look at the calendar here, one second.
[CUSTOMER][NEGATIVE] Well, y'all, y'all always pay very promptly, but I noticed I haven't gotten it this year and I haven't gotten anything in the mail. So I just wonder, with all the Christmas mail, if it, if it got lost or something.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] And it was mailed, mailed [PII].
[AGENT][NEUTRAL] It would have, it was issued on [PII], so yeah, it would have been mailed probably the day after, which was a [PII].
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] So at this point, um we would need to wait 30 days. If you haven't received the check by [PII], you can call us and we can void the check and send a new one.
[CUSTOMER][NEUTRAL] OK. OK. All right. Well, it still might come, I, you know, but I just knew it had been a lengthy bit of time and it's always processed in a, in about 10 days. So, uh, so it's, it's en route somewhere, huh?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am, that is what I show. So if you don't see anything in your post box by the [PII], definitely give us a call and we'll be happy to issue a new check to you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Where is it coming from? Where?
[AGENT][NEUTRAL] Um, it's coming from [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. OK. Now, do I need to call you back at this number that I called?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, if you don't receive it, yeah, if you don't receive it by then you can call that number you just called and we can reissue.
[CUSTOMER][NEUTRAL] The [PII] number.
[CUSTOMER][NEUTRAL] OK. All [PII]. Well, we'll just have to see what the mail does. OK, and what was, what was your name?
[AGENT][POSITIVE] All right, sounds good.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], OK. I appreciate it. Thank you so much.
[AGENT][POSITIVE] You're, you're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.