AccountId: 011433970860
ContactId: b0d96782-8f93-4ace-9d5b-68603ea1522d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418470 ms
Total Talk Time (AGENT): 179630 ms
Total Talk Time (CUSTOMER): 126833 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/b0d96782-8f93-4ace-9d5b-68603ea1522d_20250410T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I received a letter from you guys stating that I guess, um, I don't know if there was an overpayment or whatnot, but that there's a check, um, for me since, um, [PII], um, that I guess it's being reimbursed to me. Um, I faxed, I emailed the form over yesterday. um, can you confirm or can you transfer me to the person who handles this to make sure you guys received it and it all is OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of course, absolutely. Um, OK, so we requested a form, um,
[AGENT][NEUTRAL] And you just wanted to make sure that we had received that you you said you sent it yesterday?
[CUSTOMER][NEUTRAL] Yeah, because it says that there's a, yeah, it says that there's a check being held um as an unclaimed property, um, and I guess I had to fill out, yeah.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, yes, let me see if we had received that. Um, I will say with fax, um, faxed forms it can take up to about 48 hours of them being received for us to, you know, them being sorted to the correct account, um, so I'm not quite sure that I will be able to confirm that just yet, but we'll still see, um.
[CUSTOMER][NEUTRAL] Well this is I I emailed, I emailed it to the I emailed it. I didn't fax it. I emailed it to the email on the form.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh OK I'm so sorry um alright yeah we'll we'll see if that's been received, um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 113-7640.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alrighty, uh, [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] So the one that you guys have on file is [PII], but mm I, I moved. I called yesterday and they someone I spoke to said that they were going to update it. I'm not sure if they did.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that's not the address I have. I do have one in [PII]. Uh, what's the correct address?
[CUSTOMER][NEUTRAL] OK, it's [PII] OK [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, OK, so that, that is the correct address?
[CUSTOMER][POSITIVE] Yes, that's the correct address.
[AGENT][NEUTRAL] Perfect. OK, yes, so that is what we've got, um, OK, and the last thing I need, [PII] is the email address we've got on file for you. uh, looks like at the [PII] account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying that information. All right, give me just a moment here, let me take a look.
[AGENT][NEUTRAL] OK, so I do see yesterday where you had called us, did you um did you receive uh any call backs or emails from us?
[AGENT][NEUTRAL] After that?
[CUSTOMER][NEUTRAL] I did not.
[AGENT][NEUTRAL] You didn't, OK. So I do see that.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You should be getting um contacted back soon, but
[AGENT][NEUTRAL] Just for good measure, um, [PII], I'm just gonna put you on a brief hold, uh, where I kinda if I can see where this is at for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII] sorry about that wait um can I just confirm from you uh the email that you sent that information to the email address?
[CUSTOMER][NEUTRAL] Yeah, it's um.
[CUSTOMER][NEUTRAL] It says [PII].
[AGENT][POSITIVE] Perfect. OK and um do you know kind of sort of um when you sent that yesterday?
[CUSTOMER][NEUTRAL] Um, I can check for you right now.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I think it was like afternoon, give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let's see and.
[CUSTOMER][NEUTRAL] Uh, it was sent.
[CUSTOMER][NEUTRAL] Uh well I just wanna say a time, hold on.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK OK awesome I appreciate you verifying that OK so with this from what I see on your account is that your information has been sent to uh that department of course that does handle all of this unfortunately it's not they're not somebody that I can just call right now as we have been getting kind of an influx of these kinds of calls recently I'm not quite sure maybe they're just going through everything right now and getting all that information sent out.
[AGENT][POSITIVE] Um, but they will be in touch with you soon. I would think especially since all of this was about yesterday morning you should hear back from us today. If you haven't, give us a call back tomorrow and then we'll see what's going on and see if we can't get this pushed for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] All righty. Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Mm, no, that's it. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] Alright, of course, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.