AccountId: 011433970860
ContactId: 7b24e907-6530-4b0d-923a-e38870cda412
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349820 ms
Total Talk Time (AGENT): 156087 ms
Total Talk Time (CUSTOMER): 131951 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/7b24e907-6530-4b0d-923a-e38870cda412_20250411T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I was calling because
[CUSTOMER][NEUTRAL] Sorry, I was calling because um I, I called the last few days, um.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] I need to find out, so I received a letter from you guys stating that I guess there's some unclaimed uh money they had a check for me I needed to send over a letter um so I've been calling to check the status of that. um, they keep telling me that someone's gonna call me. I haven't received a call, so I just wanna know um if there's any update on that.
[AGENT][NEUTRAL] OK, um, and I can check and make sure there's any update on that. May I please get your name and your call back number?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Um, policy number is
[CUSTOMER][NEUTRAL] 1,137,640
[AGENT][NEUTRAL] OK, and we're thinking about a letter that you received about a claim.
[CUSTOMER][NEUTRAL] Uh, not about a claim. Um, it says that I have unclaimed property. I, they have a check for me. So, um,
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I, I, I sent over um, yeah, I just wanna make sure that they received it because there is a deadline. It doesn't have to be submitted by [PII], so I did send it earlier this week, but I wanna make sure they received it before that deadline.
[AGENT][NEUTRAL] OK, alright, Miss [PII], I'm going to need for you to verify your old policy that you had with us. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then I'm also going to need your address, phone number and email address that we have on file for you.
[CUSTOMER][NEUTRAL] [PII]. Um, you said address and what else?
[AGENT][NEUTRAL] Email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then the number you gave me in case we get disconnected, is that a good um cell phone number?
[CUSTOMER][POSITIVE] Correct. Yes, correct.
[AGENT][NEUTRAL] OK. All right. Thank you, Ms. [PII]. Let me look in the notes and see if we've got anything. Um,
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, we did, uh, it does look like the girl you spoke with before did send in a request to have a phone call back to you, um, and that you were stating you needed another copy of the unclaimed property letter.
[CUSTOMER][NEUTRAL] I actually found it and I emailed it, so.
[AGENT][NEUTRAL] OK, OK, and you emailed it in.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, so, and then I, I, so then yesterday I called to see if they received it. I sent it to the email that was on the letter, um, and she said she was gonna reach out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright yes she does she has sent in a request for you to get a call back now it is gonna take time for them to process the letter.
[AGENT][NEUTRAL] And so they can't call you until they process it. Um, I'd give it 3 business days and try back and see if it's at a different status at after 3 days.
[CUSTOMER][NEUTRAL] Oh, I just wanna make sure that they received it because like I said, the deadline is the [PII], so I mean, uh, I'm not rushing the process. I just wanted to make sure that they received it and then I don't have missed the deadline, then I have to go through a different process to, you know, receive the funds. I just don't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, I understand. I'm going to look and see if I can see anything on my end. Um, there's some stuff that I'm, I can't see, but I'm gonna go ahead and try anyway.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See if there's anything at all that I might be able to see.
[AGENT][NEUTRAL] No. It's not letting me see anything, but I tried. I was hoping.
[AGENT][NEUTRAL] And did you send it by fax? Did you send it by fax or did you send it by email?
[CUSTOMER][NEUTRAL] OK, I, I'll just wait and then.
[CUSTOMER][NEUTRAL] No, by email.
[AGENT][NEUTRAL] And the email address that you sent it to, was it the [PII]?
[CUSTOMER][NEUTRAL] No, I sent it to a letter that was on the email that was on the letter, which is on claims property, yeah.
[AGENT][POSITIVE] On the letter. OK, good.
[AGENT][NEUTRAL] OK, good, good. All right, want to make sure you made sure that you sent it to the one on the letter and not our other email address but yes, just give it about 3 days um for it to process and call back and see if there's any status at that time.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect I will thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. I hope you have a beautiful weekend and thank you for calling APA.
[CUSTOMER][POSITIVE] All right. Have a nice day.