AccountId: 011433970860
ContactId: c6f673f4-ee19-4acc-8664-3fc92a663a5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 968130 ms
Total Talk Time (AGENT): 242414 ms
Total Talk Time (CUSTOMER): 237198 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/c6f673f4-ee19-4acc-8664-3fc92a663a5d_20250117T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is uh [PII]. I was calling um uh about a claim actually and um a check that was sent and I wanted to stop payment because I haven't received it. And um our local agent here I talked to uh [PII], I don't know if um if you know who that is down there in your office area.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, so [PII] kind was handling it. I don't know if I could get connected with her or if you wanna handle it.
[AGENT][NEUTRAL] Uh, either way is fine. Um, [PII], can I get your callback number, sir, in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, uh, my number is [PII].
[AGENT][NEUTRAL] OK. Is that
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] You know, they, I'm away from home and, and gosh, I had that on my, uh,
[CUSTOMER][NEUTRAL] Recording, but I didn't write it down here. Let me see, um.
[CUSTOMER][NEUTRAL] Rats
[AGENT][NEUTRAL] I can do I can with your social security number if you wanna give me that it'll pull it in for us.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, yeah, yeah, we can do that um it is uh 005620781.
[AGENT][NEUTRAL] OK, let me pull that policy in for you real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And then I'll also need for security reasons for you to verify your phone and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Joy, you, you kind of broke up on all of that. I didn't hear it. I know for security reasons something and that and then you kind of went away.
[AGENT][NEUTRAL] I'm so sorry, can you verify your address, phone number and email address for me please?
[CUSTOMER][NEUTRAL] Sure, address is [PII] and the email address is [PII].
[AGENT][NEUTRAL] OK, and then the number that you're calling from is that your cell phone number, sir?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me get this pulled up real quick.
[AGENT][NEUTRAL] Do you have the claim that the check that was sent been received yet that claim number?
[CUSTOMER][NEGATIVE] Um, well, I'm, I'm having such a hard time connecting with you. I'm just getting every other word. Do I have what now?
[AGENT][POSITIVE] I'm so sorry
[AGENT][NEGATIVE] Real quick, let me, can't fix that.
[CUSTOMER][NEUTRAL] Let me see if I can move around here. Maybe it's my phone. I'm not sure.
[AGENT][NEUTRAL] OK, sorry about that. Do you have um claim number for the was sent?
[CUSTOMER][NEUTRAL] Gosh, I'm
[CUSTOMER][NEUTRAL] I just can't hear you. I'm sorry, I'm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEGATIVE] My connection must be bad, let me.
[CUSTOMER][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] The connection
[CUSTOMER][NEUTRAL] OK, let's try that again if I.
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Do you know the
[AGENT][NEUTRAL] For the check.
[CUSTOMER][NEUTRAL] I can go.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Can't get this phone. I can't get the phone reception.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you hear me, sir?
[CUSTOMER][POSITIVE] Oh, right now I can.
[AGENT][NEUTRAL] Yes I'm here can you hear me?
[CUSTOMER][NEUTRAL] OK, I can right now.
[AGENT][POSITIVE] Oh good good deal.
[AGENT][NEUTRAL] Yay, OK, um, my question, you know, the claim number for the check.
[CUSTOMER][NEUTRAL] Hm um.
[CUSTOMER][NEUTRAL] Um, do I have? No, I don't have a claim number for the check. Um, that what they said was they had processed it and sent it like I think on the [PII], and then they said that you'd have to wait 30 days to stop payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And um so that's why I was calling today. I think this is the 30th day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me pull that in.
[AGENT][NEUTRAL] Did they give you the amount of the check?
[CUSTOMER][NEUTRAL] Yeah, it was 3000.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have it pulled up right here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna put you on hold and while I've got you on the phone I'm going to put in that hub request for the check to be um.
[AGENT][NEUTRAL] Voided and a new one reissued to you.
[CUSTOMER][POSITIVE] That would be great. That would be great.
[AGENT][POSITIVE] And I'm so sorry for the phone connection. It's acting a little crazy right now. I apologize for that.
[CUSTOMER][NEUTRAL] Yeah it is it's very, very difficult to, you're you're very broken but but I guess um if we lose connection, would you be able to call me back or?
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK. OK. I wasn't sure if it's on my end or your end.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I'm not sure either, but if we do lose connection, I will definitely call you back.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that um hub request filled out so that they were while we're on that we can get that uh check voided and and it's gonna be a couple of minutes so I'll be right back and let you know when I have completed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, no worries. um
[CUSTOMER][POSITIVE] OK. Thank you, ma'am, very much.
[AGENT][NEUTRAL] Just we lost connection you're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh God
[AGENT][NEUTRAL] 3
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] back with you again. Thank you for holding for me. Hey, I have that request in to have that check voided and reissued for you.
[CUSTOMER][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, perfect. Um, I was gonna ask you also, um, while I had you on the phone, do you all do, um, direct deposit for those kinds of things or, or is it just strictly mail?
[AGENT][NEUTRAL] We do direct deposit. Uh, if you would like, there's two ways you could I send you a direct deposit authorization form, and that will take about 3 to 7 business days to complete or if you want to go into the online service center.
[AGENT][NEUTRAL] And put your information in there. It's a direct portal to your policy.
[AGENT][NEUTRAL] It um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] overnight.
[CUSTOMER][NEUTRAL] Well, I'll tell you what, I guess if you'll just, if you just have them, I guess go ahead and send the check this time, but if you send a form maybe I can do the form and and submit that.
[AGENT][NEUTRAL] Uh, let me
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I'll do both for you, sir.
[CUSTOMER][NEGATIVE] OK perfect so you're just gonna reissue cancel this one reissue, and then I'll just wait for that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir and then in the meantime I'm gonna send you an email with the direct deposit authorization form.
[CUSTOMER][POSITIVE] Perfect. Yeah, that works perfect. I appreciate [PII] very much for your help and um uh I don't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome, [PII].
[CUSTOMER][NEUTRAL] And um I'm sorry to have to put you guys through that but uh I've kind of waited and, and uh it never, you know, I've never had any problem with the checks in the past, but this one just didn't show up over the [PII] holiday or anything, so I'm not sure what happened to it.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Yes sir, no, please, yes, and please don't apologize sir. It happens sometimes and it's not your fault you don't need to apologize for it it's, it's just takes one request for me to be able to get it all handled for you.
[CUSTOMER][POSITIVE] So, but thank you so much for your help.
[AGENT][POSITIVE] So please don't apologize, but I do appreciate you being very kind about it, and I actually should apologize to you for my phone being I apologize for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Well that's OK we got it done, so that's perfect. So but um thank you you've been very helpful and I appreciate it.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, yes, sir.
[CUSTOMER][NEUTRAL] OK. Well, I hope.
[AGENT][POSITIVE] You're welcome, [PII]. You have a blessed day.
[CUSTOMER][POSITIVE] I hope you. Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Bye-bye. Thanks for calling APL [PII]. You take care.
[CUSTOMER][NEUTRAL] OK. Goodbye.
[AGENT][NEUTRAL] Bye-bye, sir.