AccountId: 011433970860
ContactId: a1208f79-72a9-4383-a2ee-7e629dd0d29c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 557830 ms
Total Talk Time (AGENT): 160842 ms
Total Talk Time (CUSTOMER): 326348 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/a1208f79-72a9-4383-a2ee-7e629dd0d29c_20250514T20:04_UTC.wav
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[CUSTOMER][NEUTRAL] to me.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII]. I'm calling because I have two, checks that are outstanding that I did not cash. Um, I'm responding to an email. It has a fax number to complete this form with a signature date and to request um for it to be reissued, but I have a new address. Can I res the reissue those checks with you over the phone?
[AGENT][NEUTRAL] Um, no, we do need that fax, um, sent back, and then if you can indicate on there, I can actually change your address on here, um, but we'll still need the fax sent back.
[CUSTOMER][NEUTRAL] OK, do you want the um payee reference number or the um or my name?
[AGENT][NEUTRAL] Uh, I can look it up by your name. Um, you said last name is [PII], is that right?
[CUSTOMER][NEUTRAL] It's [PII] First name [PII]
[AGENT][NEUTRAL] OK. Let me get that pulled up.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um, would it have been hyphen or a hyphenated name when you were with us, or are you still, do you still have a policy with us?
[CUSTOMER][NEUTRAL] I don't know if I still have a policy with you. Yes, it was hyphenated.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I see that. And let's see.
[AGENT][NEUTRAL] Did it give you a um policy number by chance on there or anything or just referencing the check?
[CUSTOMER][NEUTRAL] It has a um.
[CUSTOMER][NEUTRAL] It has a a payee reference number and a check number, that's it.
[AGENT][NEUTRAL] OK, what's that payee reference number?
[CUSTOMER][NEUTRAL] It's 002209233.
[AGENT][NEUTRAL] Sure which one that is. OK, let me double check here.
[CUSTOMER][NEUTRAL] [PII] testifies against.
[CUSTOMER][NEGATIVE] And she took the same yesterday. She offered testimony that can only be described as salacious and graphic. The testified about the so-called freak off that she said she was forced to participate in. He took place in hotel rooms and homes, and the surveillance video from [PII], which you've likely seen before.
[AGENT][NEUTRAL] OK, I'm trying to locate it. Give me just one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] and in the video, [PII] is trying to go. She was asked how often she'd been dragged her feet like this in the past, and she answered. She also gave details about what she endured during the free. She says the male escort was brought in for sex sessions that could last as long as 3 days, all done for to watch. She was [PII] when she first asked her to participate.
[AGENT][NEUTRAL] OK, and then can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then do you have what your old address would have been?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then your email address?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK, it looks like it may have been a work email. Do you remember what that might have been?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] But you can change that to my personal email. Oh, that's fine. Leave it as such. I don't care. witness stand testifying in fact as we speak about the [PII] incident that was called.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's get your address changed, um.
[CUSTOMER][NEUTRAL] You are a State Farm insurance double digit rate increase as soon as June.
[AGENT][NEUTRAL] Just a second.
[AGENT][NEUTRAL] OK, and what is your new address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that one
[AGENT][NEUTRAL] Is that one word?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, that's two words, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got your email or your address updated, um, so we'll have the correct one on file. Um, what, let me go ahead and plug in your current email address if you don't mind. What's your current one?
[CUSTOMER][NEUTRAL] It's my first name and my maiden name. It's [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] We see other insurance companies.
[AGENT][NEUTRAL] OK, got that updated as well. So, um, if you could just fax that back to us, we've got your correct address on file and we'll be able to send that out to the right address.
[CUSTOMER][NEUTRAL] OK, and do I have to send the original check back because I don't have it.
[AGENT][POSITIVE] No, no, you don't have to send the original check. No, that's no problem.
[CUSTOMER][NEUTRAL] OK, now this, this form here and uh this form here, may I write in the new address on here too and can I email it back because I don't have a fax.
[AGENT][NEUTRAL] Um, yes, you can write your new email or a new address on there. Um, we don't typically take emails, but, um,
[AGENT][NEUTRAL] If you'll just notate that I don't have access to a fax and that's why I'm emailing.
[CUSTOMER][NEUTRAL] This morning I'm
[AGENT][NEUTRAL] Um, let me get you the email address. Hold on just a moment.
[CUSTOMER][NEUTRAL] it's
[CUSTOMER][NEUTRAL] How can I guarantee that it's received.
[AGENT][NEUTRAL] OK, and you for sur[PII] you don't have access to a fax machine.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] I usually scan things. They don't use facts too much in offices anymore.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] A sexual abuse.
[AGENT][NEUTRAL] Um, you can send it to [PII], so [PII].
[CUSTOMER][NEUTRAL] Hold on one
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait, wait a second. [PII]
[AGENT][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, if, if you'll just note, you should receive a response email that says thank you for your email, so that would indicate that we've received that. Uh, but if you'll just notate there is no access to fax machine, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] OK. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, that's it thank you for your help. Oh, can you check and see if I have an account with you guys?
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] The cost of
[AGENT][NEUTRAL] Uh, looks like all the accounts terminated in [PII].
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye.