AccountId: 011433970860
ContactId: b9b8c923-f6d1-4454-b736-20c387b40d33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200660 ms
Total Talk Time (AGENT): 38212 ms
Total Talk Time (CUSTOMER): 56194 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/b9b8c923-f6d1-4454-b736-20c387b40d33_20250512T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you doing? My name is [PII]. I was calling. I, I had moved homes and for whatever reason I was going back through some of my stuff and I found a a check from you guys that I think I never cashed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's from [PII] and I was wondering if there's a way that I could get that resent to me.
[AGENT][NEUTRAL] OK. Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number was 0162.
[CUSTOMER][NEUTRAL] 09
[AGENT][NEUTRAL] Uh, that was 0162096. Is that right?
[CUSTOMER][NEUTRAL] I'm sorry, 01 I'm sorry, 0162.
[CUSTOMER][NEUTRAL] 0976
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Was it a check for a claim for yourself?
[CUSTOMER][NEUTRAL] Yes, the amount was $435435.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the check number that I have is 1,536,740.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, let's see. That looks like.
[AGENT][NEUTRAL] Oh, let's see.
[AGENT][NEUTRAL] OK, it looks like we did reissue a check and
[AGENT][NEUTRAL] I guess that one hasn't cleared either. Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we, we had reissued a check in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that one has cleared.
[CUSTOMER][NEUTRAL] OK, OK, yeah, no I just thought it was funny that I didn't write anything on it.
[AGENT][NEUTRAL] Yeah, it looked like that cleared [PII].
[CUSTOMER][POSITIVE] OK, excellent. Let me read them.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.