AccountId: 011433970860
ContactId: cbee00df-f9ed-414d-bf2a-4014042f4f19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277940 ms
Total Talk Time (AGENT): 153608 ms
Total Talk Time (CUSTOMER): 77477 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/cbee00df-f9ed-414d-bf2a-4014042f4f19_20250528T22:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how are you, [PII]? I, uh, sent something into you guys. You guys have sent me a letter saying I guess I had some unclaimed money or there was a check I hadn't cashed, so I filled out some paperwork about 6-7 weeks ago and emailed it over and I've not yet heard anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, sir. Um,
[AGENT][NEUTRAL] Let's see, do you have a policy number with us or did the letter have a policy number on it?
[CUSTOMER][NEUTRAL] I, I don't even remember. I assume it was, I assume it was through my employer. I have no idea. I don't even know how many years it's been. I sent it to uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK, well, we'll.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I was just gonna say as the letter instructed I sent to the email I what is it unclaimed property.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, which is the right thing to do. Let me see if there's any notes or anything um because it does take a while for them to process those. Can you give me your.
[CUSTOMER][NEUTRAL] I figured about like I said, yeah, it's been about I waited about 16 to 8 weeks.
[AGENT][NEUTRAL] Yes, sir. What is your name, sir?
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][POSITIVE] Thank you. And your first name, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can look you up by your name and see if you've had a policy with us in the past. No problem at all.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Appreciate it.
[CUSTOMER][POSITIVE] Very kind.
[AGENT][NEUTRAL] OK, [PII], I think I have found you. Can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then.
[AGENT][NEUTRAL] It looks like we had an address in [PII] for you at the time. Do you know that address?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] I do because I'm standing right in it [PII].
[AGENT][NEUTRAL] Can you verify that?
[AGENT][NEUTRAL] Yes sir, thank you. And then um OK, that's the only information and then the phone number that you just gave me to call you back on if we get disconnected, um, [PII], what is that number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. I appreciate you giving me that phone number.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find any notes in here at all about.
[AGENT][NEUTRAL] Unclaimed property.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] On this policy.
[AGENT][NEUTRAL] OK, it looks like you had one policy with us back in the past that ended in [PII]. It's been a while.
[CUSTOMER][NEUTRAL] Yeah, like I said, yeah, it was through my employer, I'm sure.
[AGENT][NEUTRAL] And I don't see any notes that this.
[AGENT][NEUTRAL] Yes, sir. I don't see any notes on the policy itself, so what I'm going to do is I'm gonna um.
[AGENT][NEUTRAL] Send an email to the lady that does the unclaimed property?
[AGENT][NEUTRAL] And ask her to give you a call back, sir, so that she can talk to you about your um unclaimed property. You're very welcome. Your uh phone number that you gave me, the [PII], is that a good number for her to call you back on also?
[CUSTOMER][POSITIVE] I appreciate it thank you.
[CUSTOMER][POSITIVE] Excellent thank.
[CUSTOMER][POSITIVE] It's the best number.
[AGENT][POSITIVE] Awesome, OK, well I'm gonna put you on a quick hold while I get that email ready so that I can do that while we're on the phone together, OK?
[CUSTOMER][NEUTRAL] But do you need me any further?
[AGENT][POSITIVE] No, sir, I will not need you any further. If, if you want to go ahead and get off the phone, you can. I'll just put this email in for a return call and you should get a phone call back within 24 hours.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Appreciate it thank you. It's dinner time here on the East Coast. Thank you very much.
[AGENT][POSITIVE] You're very welcome, sir. I hope you have a wonderful rest of your day and week and thank you for calling APL, Mr. [PII].
[CUSTOMER][POSITIVE] You too thank you take care.
[AGENT][NEUTRAL] Bye bye