AccountId: 011433970860
ContactId: 7613974f-54f1-4b63-85c5-c29cd49d4386
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 630599 ms
Total Talk Time (AGENT): 92586 ms
Total Talk Time (CUSTOMER): 95290 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/7613974f-54f1-4b63-85c5-c29cd49d4386_20241230T18:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, this is [PII]. I received a letter in the mail about a, a check that I never received.
[AGENT][NEUTRAL] OK, um, I can take a look into the check for you. I'm sorry that you haven't received it. Um, [PII], may I have a good
[CUSTOMER][NEGATIVE] No, no, no, it was, I'm sorry, I'm sorry, it was mailed to me, but I never received it, so yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And may I have a good contact number in case we're disconnected and then um your policy number if you have it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And do you have your policy number?
[CUSTOMER][NEUTRAL] No, I just on this letter it just have a pay reference number and a check number.
[AGENT][NEUTRAL] What's the check, what's the uh reference number and the check number there?
[CUSTOMER][NEGATIVE] I don't have no power.
[CUSTOMER][NEUTRAL] The reference number is.
[CUSTOMER][NEUTRAL] Hold on so I can make sure we get it right.
[CUSTOMER][NEUTRAL] It's 11,000.
[CUSTOMER][NEUTRAL] 54
[CUSTOMER][NEUTRAL] 976.
[AGENT][NEUTRAL] OK, and what's that's the reference number?
[CUSTOMER][NEUTRAL] Yes, and the check number.
[AGENT][NEUTRAL] And what's the check number?
[CUSTOMER][NEUTRAL] 54976.
[AGENT][NEUTRAL] OK, do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I didn't see anything with the reference number or check number. Um, I can look up.
[AGENT][NEUTRAL] Your policy with your social and see what's going on.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] And Ms. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, what else you need?
[AGENT][NEUTRAL] Your mailing and your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, I don't know if you have the [PII] or the [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And do you know, um.
[AGENT][NEUTRAL] I'm gonna have to look through each of these. Does it show like
[AGENT][NEUTRAL] Let me do this because you have 3 policies with us. I'm trying to locate which policy has a check that just went out, so I can.
[AGENT][NEUTRAL] See what's going on with the check.
[CUSTOMER][NEUTRAL] OK, the check went out.
[CUSTOMER][NEUTRAL] The check went out in April.
[AGENT][NEUTRAL] April, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And he said the check
[CUSTOMER][NEUTRAL] The check number was.
[CUSTOMER][NEUTRAL] The check number was 54976.
[CUSTOMER][NEUTRAL] For $170.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I don't see nothing.
[AGENT][NEUTRAL] Do all of them say that?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello, Ms. [PII].
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Hello.