AccountId: 011433970860
ContactId: 92080ac7-802b-4dc3-83b9-c0df1d2c6dbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273390 ms
Total Talk Time (AGENT): 99784 ms
Total Talk Time (CUSTOMER): 110767 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/92080ac7-802b-4dc3-83b9-c0df1d2c6dbe_20250414T22:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I received a letter from APL in reference to some unclaimed property.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I went on ahead and replied by email, actually back almost a month ago, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] With a new address because they sent it to my old address, but I haven't heard anything or didn't receive confirmation via email or anything like that.
[AGENT][NEUTRAL] OK, um, let me see.
[AGENT][NEUTRAL] Um, what is your, uh, is it for yourself?
[AGENT][NEUTRAL] Are you with? OK.
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] Um, do you have your policy number by chance?
[CUSTOMER][NEUTRAL] It was 946703.
[AGENT][NEUTRAL] OK. And do you have, uh, what is your name and your date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Last name is [PII], and my date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And your address?
[CUSTOMER][NEUTRAL] Uh, the one I, the new mailing address is [PII], and that's in [PII].
[AGENT][NEUTRAL] OK. Looks like we still have the old address. Let me, um.
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] They have the [PII].
[AGENT][NEUTRAL] Yeah, that's what we have so I'm gonna get that changed um what's your email address?
[CUSTOMER][NEGATIVE] Yeah, I mean that's my home, but unfortunately we share a mailbox, you know, with everybody and you never get your mail here.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what's your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then lastly, what's your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, I've got a contact that we, our process is we email them and I'm gonna send her this information. Did, did it have a dollar amount on that unclaimed property?
[CUSTOMER][NEUTRAL] It's $480.81.
[AGENT][NEUTRAL] And did it reference the check number?
[CUSTOMER][NEUTRAL] It did, uh, check number 1473901.
[AGENT][NEUTRAL] Let me make sure they didn't reissue it and for some reason.
[CUSTOMER][NEUTRAL] Well, I did uh emailed it because, you know, mail these days who who mailed. So I, I scanned copy of the letter, I put the new address, signed it and everything, and scanned it that same day, and I received confirmation that it was sent, but no confirmation that it was received, because you know usually you guys have like an auto reply or.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK. Uh, let me just verify that email or uh address one more time before I change it. That was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, it's [PII], right?
[AGENT][NEUTRAL] Yes, [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah. Yes.
[AGENT][POSITIVE] [PII] sounds nice.
[AGENT][NEUTRAL] OK, so 3.
[AGENT][NEUTRAL] OK, OK, so I've got the address changed, and then I'm gonna send a message to our contact, um, letting her know that we, you never received anything back, and then we should be able to get that issued within 7 to 10 working days.
[CUSTOMER][POSITIVE] Awesome, because yeah, the date on the, on the bottom of the letter says if you don't hear from me before [PII].
[CUSTOMER][NEUTRAL] Of course, tax day of all days.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I'm gonna send that over and um like I said, it should be about 7 to 10 working days and then look out for that check it at the address that we just changed it to, OK?
[CUSTOMER][POSITIVE] Awesome. Thank you so much, [PII]. I appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great evening.
[CUSTOMER][NEUTRAL] You too now. Bye-bye.