AccountId: 011433970860
ContactId: 74a9f6ed-703a-4e75-a166-73068482fa3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302609 ms
Total Talk Time (AGENT): 106616 ms
Total Talk Time (CUSTOMER): 84088 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/74a9f6ed-703a-4e75-a166-73068482fa3c_20250407T20:12_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, this is, uh, [PII], and I was checking the status on a form that I sent in if y'all received it and we were at on it.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yes, I do.
[CUSTOMER][NEUTRAL] It's 00.
[CUSTOMER][NEUTRAL] 77
[CUSTOMER][NEUTRAL] 59
[CUSTOMER][NEUTRAL] 72
[AGENT][NEUTRAL] OK, and what was your date of birth?
[CUSTOMER][NEUTRAL] Mine is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and was that claim for yourself or for someone else?
[CUSTOMER][NEUTRAL] My spouse.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Is this for a life insurance claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then have you received the payout?
[CUSTOMER][NEUTRAL] No, I have not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] Uh, it looks like it's just been processed on [PII].
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, it looks like it has been sent to you on [PII] and that amount was 50,000.
[CUSTOMER][NEUTRAL] Yes, was that a check?
[AGENT][NEUTRAL] That is a check, a paper check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Paper check
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You should be receiving it any day now, um.
[AGENT][NEUTRAL] I've got the check number if you need that.
[CUSTOMER][POSITIVE] Yes, that'd be, that'd be great.
[AGENT][NEUTRAL] Uh check number is 2036865.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] One reason my mailbox in that windstorm blew open and I lost the mail.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I had to dig it up out of the yard so.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So I'll, I'll keep waiting on it for a little bit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh if I don't get it by the weekend I might have to call you back to.
[CUSTOMER][NEUTRAL] To reissue it is it is it would that be a problem or?
[AGENT][NEUTRAL] Um, we usually wait through.
[CUSTOMER][NEUTRAL] Or how does that work?
[AGENT][NEUTRAL] We typically will wait 30 days for a reissue.
[AGENT][NEUTRAL] Um, so I'd give it a few more days, give it a few more working days, um, and yeah, if you don't receive it by weekend, um, give us a call back and we'll kind of go from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, because, you know, we had that strong wind and my mailbox blew open.
[CUSTOMER][NEUTRAL] And I had to chase my mail across the field, so I don't know.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] I don't know if I got everything or what.
[AGENT][NEUTRAL] Yeah, I would think it was issued on [PII].
[CUSTOMER][NEUTRAL] So that
[AGENT][NEUTRAL] I mean that was last Thursday um I, I, I would suspect probably you should be getting it in the next two working days or so. I don't think it would have been um that quick so.
[CUSTOMER][NEUTRAL] This Thursday.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK, OK, well I was just concerned I might have lost it.
[AGENT][NEUTRAL] No, I totally understand, but yes, I mean we typically wait 30 days and then um we can definitely see if it's cleared and then um get it reissued, but uh just wait a few more working days and if you don't get it by end of week, give us a call back, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] OK, well thank you for calling APL have a great day.
[CUSTOMER][POSITIVE] Uh, thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too.