AccountId: 011433970860
ContactId: d444bbcf-23ce-4efe-93b1-9595764ca476
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184779 ms
Total Talk Time (AGENT): 63742 ms
Total Talk Time (CUSTOMER): 94679 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/d444bbcf-23ce-4efe-93b1-9595764ca476_20250108T21:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How are you doing, Ms. [PII]? My name is [PII]. I'm calling from Ace Cash Express, and I was calling to verify a check.
[AGENT][NEUTRAL] Um, sorry, a check for
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] For Ms. [PII].
[AGENT][NEUTRAL] Is it from insurance?
[CUSTOMER][NEUTRAL] It says APO on the check.
[AGENT][NEUTRAL] Yes, American Public Life.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see. There's no policy number on it, is it? Is there a policy number?
[CUSTOMER][NEUTRAL] Not from what I can see. Do you have the policy number with you? OK, she can grab it out of her car real quick. Give me just one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can do a name search as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you spell her first and last name?
[CUSTOMER][NEUTRAL] Her first name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And last name is gonna be [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I have the policy number if you still need it.
[AGENT][NEUTRAL] OK, I do cause I did not pull up.
[CUSTOMER][NEUTRAL] OK, it's 01054228.
[AGENT][NEUTRAL] And [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And can I have her date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that information. One moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And do you have a date on the check?
[CUSTOMER][NEUTRAL] Yes ma'am, it's dated for [PII].
[AGENT][NEUTRAL] OK, let me get this pulled up and the check number.
[CUSTOMER][NEUTRAL] The check number I have is 2021026.
[AGENT][NEUTRAL] OK, that is the check number. It was issued under claim number 354-7197.
[CUSTOMER][NEUTRAL] OK, and can I get your name please?
[AGENT][NEUTRAL] It's [PII], last initial.
[CUSTOMER][POSITIVE] And with this, oh I'm listening. I'm sorry.
[AGENT][NEUTRAL] I'm sorry, last initials [PII]
[CUSTOMER][NEUTRAL] OK, and does this check have any stops or holds?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all the information I need. I thank you so much for verifying this check for me. You have a wonderful day.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.