AccountId: 011433970860
ContactId: a21b1d94-c393-4821-ac6b-65d3e519f2c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226179 ms
Total Talk Time (AGENT): 98690 ms
Total Talk Time (CUSTOMER): 127109 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/a21b1d94-c393-4821-ac6b-65d3e519f2c5_20250407T17:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I got a notice that there is an amount that is supposed to be sent to me in a check, um.
[CUSTOMER][NEUTRAL] For a policy I have the policy number if that helps, but um my uh my address has changed since then and I just wanted to see what I need to do. I, it said to sign the bottom if the money still owed to me and I put my new mailing address and I just wanna make sure that there wouldn't be a problem.
[AGENT][NEUTRAL] Yes, ma'am, please.
[AGENT][NEUTRAL] OK. Um, can I have your policy number, please, ma'am? We'll do a quick verification.
[CUSTOMER][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] 1621419.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. And Miss, Miss [PII] or Ms. [PII], I'm not sure which way to call you.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][POSITIVE] Oh, that's all right. Some people, yeah, yes, yes.
[AGENT][NEUTRAL] Can we verify your date of birth and then the address that we.
[CUSTOMER][POSITIVE] So fine.
[CUSTOMER][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII], and you want my new address or the address that the letter was sent to that was forwarded to?
[AGENT][NEUTRAL] I'm not sure which one we have. So let's start with probably your older address.
[CUSTOMER][NEUTRAL] Well, I have it.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, now that is what we have on file for you. um.
[CUSTOMER][NEUTRAL] Right, yes.
[AGENT][NEUTRAL] So let's see, let's verify your phone number real quick too.
[CUSTOMER][NEUTRAL] Uh well, my home number is [PII], but my cell number is what I normally use.
[AGENT][NEUTRAL] OK, that's
[AGENT][NEUTRAL] Alright, is that the number you're calling from?
[CUSTOMER][NEUTRAL] No ma'am, I'm calling from my office phone number.
[AGENT][NEUTRAL] OK, would you like to add your cell phone number in case that anybody needs to contact you?
[CUSTOMER][POSITIVE] Yes, please. That, that, yes, yes, that's the best way to find me. It's [PII].
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Wonderful. So we've got that added. Let me put it in one more place. And then what we'll do is get that address updated. OK, what is your address, Miss?
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] It's right around the corner [PII].
[CUSTOMER][NEUTRAL] [PII] and that's [PII], same zip code [PII].
[AGENT][NEUTRAL] So that stayed the same, uh only the street address changed. OK, that's [PII], I'm sorry, let me start over. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes correct, yep.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Wonderful. OK, and so we have that update and so you're saying that you're getting a refund check.
[CUSTOMER][NEUTRAL] Yeah, it's it they sent me a letter said that I need to, um, it says that the above reference check is currently held as unclaimed property and I need to respond back with my, I did not receive it and with my address and fill in all the uh below and acknowledge ownership of unclaimed property to confirm the address is correct so that's what I'm sending in.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] OK, alright, that's what I'm saying. I just wanna make sure everything.
[AGENT][NEUTRAL] All right, so yes, just complete that because I do see, do see where a check was voided. So yes, go ahead and get that sent back into us and we'll get you taken care of. You're welcome. Anything else we can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, yeah, OK, alright, thank you so much.
[CUSTOMER][POSITIVE] Alright, thank you, ma'am.
[CUSTOMER][POSITIVE] Oh, that's perfect. It sounds great. Alright, thank you.
[AGENT][POSITIVE] OK. Well, thank you for calling AP and you have a wonderful day.
[CUSTOMER][NEUTRAL] Uh um bye bye.