AccountId: 011433970860
ContactId: cd5816da-bc29-47b0-9d53-03f9023ddac5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111819 ms
Total Talk Time (AGENT): 37597 ms
Total Talk Time (CUSTOMER): 61124 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/cd5816da-bc29-47b0-9d53-03f9023ddac5_20250501T14:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I had, I had sent my request in cash in my policy, uh, been about 2 weeks ago now, and I will check to see what the status of it is this morning. I still haven't received anything.
[AGENT][NEUTRAL] OK, I can help you with that. Do you know your policy number?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Well, my old policy number was uh.
[CUSTOMER][NEUTRAL] 1 in 50s and 4, but I believe y'all have signed another policy number to that and I don't have that right in front of me. I don't know, uh.
[AGENT][NEUTRAL] That's OK. I can pull it up by the, the
[AGENT][NEUTRAL] The policy number you gave me.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like it was processed on the [PII], so you should be getting it shortly.
[CUSTOMER][NEUTRAL] OK, that's what I want to check on, so it should be in the in in process then.
[AGENT][NEUTRAL] Yes, sir. Uh-huh. It's, it's been processed and
[CUSTOMER][NEUTRAL] The what?
[AGENT][POSITIVE] Ready to mail.
[CUSTOMER][NEUTRAL] Did, did, did you have the right address? You sent me a letter with the wrong address on it. Did you have the address that was sent out to?
[AGENT][NEUTRAL] I, I do.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right
[AGENT][NEGATIVE] I, I apologize for the other mess up.
[CUSTOMER][POSITIVE] OK then, well thank you here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I, I, I got it anyway. The lady down the street probably took me, so, uh, I appreciate it and I look forward to receiving you.
[AGENT][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] All right, well, thank you for calling APL. You have a wonderful day, Mr. [PII], and you should be getting the check sometime next week.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Thank you here.
[AGENT][POSITIVE] All right, thank you.