AccountId: 011433970860
ContactId: c31982ab-ada2-45ab-a75d-4744c1d213ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444619 ms
Total Talk Time (AGENT): 104323 ms
Total Talk Time (CUSTOMER): 144502 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/c31982ab-ada2-45ab-a75d-4744c1d213ab_20250409T13:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, um, I was calling, um, because I actually received a um notice from you guys stating I don't know if there was like an overpayment or something on my account, um, and you guys had some funds um to return to me and I misplaced the paper that I had to fill out. Um, is there any way that you can email me a copy of that so that I can submit it?
[CUSTOMER][NEUTRAL] To claim, like the, the money.
[AGENT][NEUTRAL] Yes, we should be able to do that. Let me get your policy number so I can look into your account.
[CUSTOMER][NEUTRAL] Oh, I don't think I have that information. Uh, let me see, let me see if I took a picture. Give me one second. Hold on. I might have.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If not, we can look you up by first and last name.
[CUSTOMER][NEGATIVE] It's not with.
[CUSTOMER][NEUTRAL] OK. Yeah, [PII].
[CUSTOMER][NEUTRAL] I found it. Um, so, it's 1,137,640.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and then your mailing address and email?
[CUSTOMER][NEUTRAL] So the, the address that you guys have on file is [PII], um, but I have a new address, uh, and my email is um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you want to update that uh mailing address?
[CUSTOMER][POSITIVE] Yes, please. Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's um [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, that is updated for you.
[AGENT][NEUTRAL] OK, give me just one moment to look into your policy.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Do you remember what the top of the form said?
[CUSTOMER][NEUTRAL] Give me one second. I have it here. It's a copy of it. It says.
[CUSTOMER][NEUTRAL] So it says this is not a bill or request for payment. That's really all it does.
[CUSTOMER][NEUTRAL] Yeah, that's, it has like a check number on it, on amount, a date, policy number, and then um then it says this is not a bill of request for payment.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It says the above reference check is currently held as unclaimed property by American Public Life Insurance and is due to the owner listed above.
[AGENT][NEUTRAL] OK. Um, I'm looking to see if there is any documents on your policy. Just one moment.
[CUSTOMER][NEUTRAL] Because I have the form to send it back, but I just post it so.
[CUSTOMER][NEUTRAL] I only have a picture of, I don't know if I can maybe print that and send that.
[AGENT][NEUTRAL] Oh yeah, that's OK. I, I lose documents all the time cause I have kids, so I get it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I'm going to jot down your direct phone number and your email address and I'm going to send it over to a colleague and she will call you right back and um.
[CUSTOMER][NEUTRAL] So I'm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Send that form, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So yeah, I, let me double check your um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Your callback number, that's the one that you gave me, the [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I have your policy number.
[AGENT][NEUTRAL] OK, and then let's confirm your email address.
[AGENT][NEUTRAL] And it's the [PII].
[CUSTOMER][NEUTRAL] [PII], yeah, [PII].
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK, thank you, and then [PII] will get in contact with you, OK? She'll call you back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. Yeah. Is there anything else you needed help with?