AccountId: 011433970860
ContactId: 934424d6-1502-4a4e-80de-8362fad52084
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215320 ms
Total Talk Time (AGENT): 84237 ms
Total Talk Time (CUSTOMER): 73441 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/934424d6-1502-4a4e-80de-8362fad52084_20250210T23:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, so I got a check that was mailed to me back in August for a refund for overpayment, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For some reason, it went to
[CUSTOMER][NEUTRAL] My work and I don't know what exactly happened. It probably bounced around a bunch of times, but it finally, I finally got a hold of it, but
[CUSTOMER][NEUTRAL] Um, the check is only good for 120 days, which I'm I'm beyond that, so I'm trying to see if you guys can send me another check.
[AGENT][NEUTRAL] Yeah, absolutely. Let's take a look. So do you have the policy number or check number? What do we have?
[CUSTOMER][NEUTRAL] Yeah, yeah, I have the check number.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] It's it's uh 01870395.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and then just for verification, I will need to get your first and last name and your date of birth, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what is your current address?
[CUSTOMER][NEUTRAL] Um, so the address you guys should send it to is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The city of [PII], and then uh [PII].
[AGENT][NEUTRAL] OK. The address on here was [PII]. Was that your address at the time?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Yeah, [PII]. That was my work address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] What you wanna put your stuff there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 34. Mhm.
[CUSTOMER][NEUTRAL] Oh you're up there.
[AGENT][NEUTRAL] All right, so the check is still outstanding, [PII], so what I'll do is I need to send a request um over to.
[CUSTOMER][NEUTRAL] Not a tractor.
[AGENT][NEUTRAL] Um, have it just verify that it's outstanding and they'll void out the check and then they'll just reissue a new one and send that out, um, just give it, yeah, a few days to process and get sent out, um, to the correct address. Let me just verify the mailing address that's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, awesome. All right, I've got all that updated. We'll get that resent out. Is there anything else I can help you with tonight?
[CUSTOMER][POSITIVE] No, ma'am. That's it. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. Have a good one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.