AccountId: 011433970860
ContactId: c541dafd-5c90-4772-abc9-17dd97bdef1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389019 ms
Total Talk Time (AGENT): 63866 ms
Total Talk Time (CUSTOMER): 185719 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/c541dafd-5c90-4772-abc9-17dd97bdef1e_20250410T21:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Oklahoma Employment Security Commission, and we received an unclaimed property letter in the mail and we're supposed to contact you by [PII] and so um we are but we're not sure why we received the letter. Do you know who we need to talk to?
[AGENT][NEUTRAL] Um, let me check. Can I place you on a brief hold?
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thanks for holding. Is that, is that a B notice by chance? Trying to figure out what.
[CUSTOMER][NEUTRAL] Um, be noticed.
[AGENT][NEUTRAL] Doesn't say be notice on it.
[CUSTOMER][NEUTRAL] I'm not seeing it uh anywhere.
[AGENT][NEUTRAL] Does it say
[CUSTOMER][NEUTRAL] It just says um.
[CUSTOMER][NEUTRAL] Since this is not a bill or request for payment, uh, it's the above reference check it's got a check number it's currently held as unclaimed property and let's see, it may be claimed and I'm supposed to complete our information at the bottom. State law requires you guys to let us know.
[CUSTOMER][NEUTRAL] Um, but before we claimed it, we figured it probably belongs to an employee, we're guessing and not us because, you know, we don't pay anything to you, um, it comes from out of an employee's check if they, you know, have a policy with you.
[AGENT][NEUTRAL] OK, um, OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Just need to talk to someone about it.
[AGENT][NEUTRAL] Is it reference a check number?
[CUSTOMER][NEUTRAL] Yes, uh, 137-8988.
[AGENT][NEUTRAL] Let me see if I can
[AGENT][NEUTRAL] Let me see if I can see if figure out what it goes to, uh, let's see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Tells me what it paid. OK. Um, let me see, uh, if you can hold one more moment, please.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold
[AGENT][NEUTRAL] OK, I found the contact that um I'll need to send you to, but she's out of the office. Um, can I give, uh, can I get your callback number and then I'll send this information to her for her or for her to call you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, now I'm, do you, she's out today you said?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] OK, so I'm gonna give you my uh co-worker's phone number because I won't be back until Tuesday and that's I guess the deadline, so I better give you his number. Uh it is uh [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Sorry, I'm looking for it. [PII].
[AGENT][NEUTRAL] And the name of that
[CUSTOMER][NEUTRAL] And I could give you his, yeah, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Would you like his email address as well?
[AGENT][NEUTRAL] Yeah, that'd be yeah.
[CUSTOMER][NEUTRAL] Let me, um,
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it stands for [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And I will let him know and who should he expect a call from?
[AGENT][NEUTRAL] Um, her name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII], just like normal?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. All right. Then I will tell him that, uh, he might receive a call. What do you think, tomorrow or Monday? I'm guessing.
[AGENT][NEUTRAL] Yes, it should be tomorrow, um.
[CUSTOMER][NEUTRAL] OK, probably tomorrow, OK.
[CUSTOMER][NEUTRAL] Alright well I appreciate it we yeah we just need to find out um which employee probably that money should go to and then figure out what to do from there. OK, thank you much and what was your name?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. Thank you so much. My name is [PII].
[CUSTOMER][POSITIVE] [PII]. All right. Just want to let him know I talked to you. Thank you very much. OK, bye-bye.
[AGENT][POSITIVE] Thank you so much. Have a good day. Bye.