AccountId: 011433970860
ContactId: 96ea9bbf-0616-47d9-93d2-a9480fcdca81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253910 ms
Total Talk Time (AGENT): 68001 ms
Total Talk Time (CUSTOMER): 86949 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/96ea9bbf-0616-47d9-93d2-a9480fcdca81_20250505T21:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hello. Uh, I received a notice about, um, you all trying to get a check to me and you needed some, I guess information confirmed. So I filled out the form and I sent it back, but I hadn't heard anything more about it.
[AGENT][NEUTRAL] OK. Do you have a policy number by chance?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm, I only have a check number, um.
[AGENT][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] The Brussels is currently held in an American Pie PO box.
[AGENT][NEUTRAL] Um, what about your last name?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] And did you have a policy with American Public Life at some point?
[CUSTOMER][NEUTRAL] I did, yeah, for several couple of years, yeah.
[AGENT][NEUTRAL] OK, let me see. And what was your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, here's the policy number, found it.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's um 964495.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let me see what's going on.
[AGENT][NEUTRAL] Um, [PII], could you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, and do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly I just need your address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, and you said you did send in a claim form for that, is that right?
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Uh, when did you send that?
[CUSTOMER][NEGATIVE] Looks like they were trying to issue a refund from a couple of years ago or something. I don't know why I haven't moved, so.
[CUSTOMER][NEUTRAL] Dres.
[CUSTOMER][NEUTRAL] I don't know. I got a letter from you all and said to fill out the form and send it in, and I did.
[AGENT][NEUTRAL] Was it uh did it mention like unclaimed property? Is that what it was mentioning?
[CUSTOMER][NEUTRAL] Uh, yeah, something like that, unclaimed property. There's a, there was a check, check number 1474425.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] OK, I've got a contact on that. Her name is [PII] and is this a good number that she can reach you at? Um, I don't know if she'd be able to call you back today, but what about tomorrow?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh yeah, that's fine.
[AGENT][NEUTRAL] OK, OK, I, I will message her and let her know to give you a call back or um and then we can get information or give you information on what's going on.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good evening.
[CUSTOMER][POSITIVE] You too thank you.
[CUSTOMER][NEUTRAL] Bye.