AccountId: 011433970860
ContactId: 8e311b5d-9ef3-440d-a352-157c2e4458a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345119 ms
Total Talk Time (AGENT): 129993 ms
Total Talk Time (CUSTOMER): 163872 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/8e311b5d-9ef3-440d-a352-157c2e4458a4_20250221T19:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I talked to you in [PII] about my claim and the check had been issued, but I've never gotten it. Uh, I was wondering if uh the check's been issued again because I still haven't gotten the, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The reissued check you said to check back with you to the uh end of February.
[AGENT][NEUTRAL] OK, yeah, let's definitely take a look. Do you have the policy number [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, let me see, I, it's, uh, well, I don't know this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0003 083823 that's not the policy number though the policy is like a something.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Is it 10100416573 or is that something else?
[CUSTOMER][NEUTRAL] Oh no, that's my, that's uh a number from my bill from uh [PII] where they sent the other.
[AGENT][NEUTRAL] I think that
[AGENT][NEUTRAL] That's OK. I think this was right, [PII], um, let me just grab your date of birth and address, please.
[CUSTOMER][NEUTRAL] Oh, he
[CUSTOMER][NEUTRAL] Here it is, it's [PII].
[AGENT][POSITIVE] Perfect. Thanks so much, [PII]. And if I can just get your date of birth, please, and address.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][POSITIVE] OK, thank you so much. So I do see the void here. Let me pull this up one second.
[AGENT][NEUTRAL] OK, so it was reissued. um, it looks like the check was cut. The date it was cut is showing, um, on the [PII], so that would have been last Thursday, uh, probably would have been mailed out last Friday, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK. All right. I hadn't gotten it yet, but uh with all the weather and all the stuff that might not be.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That might be some other reason. Let me ask you something. Can I put on there my direct deposit my checks?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, you can do direct deposit um let's see.
[CUSTOMER][NEUTRAL] I mean I know I can't on that one, but can I put it in my account so that they can do it like that next time?
[AGENT][POSITIVE] Yeah it's much easier yeah let's see how we let's get, let's take a look and see how we can get that set up for you here let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so a couple different ways we can do this. It can be done online if you wanted to set it up online or I can um mail you out a uh form to have the authorization to have it direct deposited.
[AGENT][NEUTRAL] Um, I can send that out to you and then you could send it back to us, um, it.
[CUSTOMER][NEUTRAL] OK, I'll tell you what, send me that because last time I tried to get to go online it said I didn't have an account.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And I couldn't work it, but it may have been because I didn't put in the 9 A blah blah blah numbers for the account number so I'll try to do it online, but would you mail me one of those and I'll mail it back?
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Mhm. Yeah, absolutely.
[CUSTOMER][NEUTRAL] As low as the mail is, maybe by next year you'll have it.
[AGENT][NEUTRAL] I know I was gonna say I mean I can email it to you. I don't know if you have access to email if you're comfortable with that. I could email it if that's better.
[CUSTOMER][NEUTRAL] What I tell you what, just, just mail me just mail me one and I'll fill it out and I'm gonna go online here too and see if I can figure out why I won't that says I don't have an account and I bet it's because of this um this policy number but I put my social security number in last time I wouldn't let that work either so but I'm gonna go back and try.
[AGENT][NEUTRAL] Yeah, no, it should work with your social now the email that we have on here is a Gmail account so if you're registered OK yeah I was just gonna say if you're registering you just gotta make sure that that's the same, um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], right.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK, well I'm gonna go back and check this account and see if it's just a glitch in it or something, but go ahead and mail me one of those so I can get this direct deposited next time.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] Yes ma'am, absolutely so I'll send I'll put that request in for you today.
[CUSTOMER][POSITIVE] OK, [PII], I appreciate it so much and it's really lucky that I got you again because you rarely get your job the same person.
[AGENT][NEUTRAL] I know
[AGENT][NEUTRAL] What are the odds, [PII]? What are the odds?
[CUSTOMER][NEUTRAL] Uh no,
[CUSTOMER][POSITIVE] I know, OK, well thank you so much and I'll be looking for the check that was uh sent out on the [PII], uh.
[AGENT][POSITIVE] Yes, ma'am. Yup, absolutely.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure. Take care.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye bye.