AccountId: 011433970860
ContactId: 8963e64e-dbb7-4a94-9117-4222ad59a0d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241070 ms
Total Talk Time (AGENT): 73352 ms
Total Talk Time (CUSTOMER): 45828 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/8963e64e-dbb7-4a94-9117-4222ad59a0d4_20250421T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I am calling to make sure that you received the check to continue your cancer policy as well as the additional meaning.
[AGENT][NEUTRAL] All right, we can check on that. Um, do you happen to have the policy number on hand?
[CUSTOMER][NEUTRAL] I do. It is.
[CUSTOMER][NEUTRAL] I have a certificate number, is that the same?
[AGENT][NEUTRAL] Uh, yes, it is the same one.
[CUSTOMER][NEUTRAL] OK. 02535572.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] All right, and I have here the policy and just to make sure we have the correct 1 may you verify the date of birth and address, please?
[CUSTOMER][NEUTRAL] 81,660, it's under Lu and Yarbury and the address is [PII].
[AGENT][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] And I am just checking here in all of our correspondence to check on the um check and rest of the documents.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, I don't see here, um, which way was it emailed? Was it faxed or mailed?
[CUSTOMER][NEUTRAL] I mailed it because it had a paper check. I mailed it back on the [PII], so I was just hoping you'd received it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see where the [PII] sorry yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm sorry for the way the system is loading.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not finding it yet.
[AGENT][NEUTRAL] We haven't received it yet. I do see here correspondence that came last um date that we have is from the [PII] and [PII]. We don't have anything else yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, I'll call back later in the week then.
[AGENT][POSITIVE] Mhm, yes, that will work.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right, and you're welcome. You have a nice day.