AccountId: 011433970860
ContactId: dc166a12-828b-4928-84aa-7c9ebadaa3bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136490 ms
Total Talk Time (AGENT): 57101 ms
Total Talk Time (CUSTOMER): 68062 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/dc166a12-828b-4928-84aa-7c9ebadaa3bd_20250130T18:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] how are you doing?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you there?
[CUSTOMER][NEUTRAL] I'm doing good. I just have a quick question. I have an insured on the other line, check payment. She says that she, her retirement check wasn't there, so she doesn't think it's clear, but on our end, it does show that it was paid. Do we have to wait until it's returned or how can she?
[AGENT][NEUTRAL] Certainly.
[AGENT][NEUTRAL] Her retirement check.
[CUSTOMER][NEUTRAL] Yes, I guess she pays her bills with her retirement check and at the time we drafted, the retirement check wasn't in there, but in lying, it says that she's paid till March. You want to look at it?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, it's 228-8209.
[AGENT][NEUTRAL] Can you give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, she's paid to 41, let's say [PII] [PII] [PII] [PII]
[AGENT][NEUTRAL] We received, we received a payment of 11:28.
[AGENT][NEUTRAL] Three payments of 112 $112.40 that covered January, February, and March.
[CUSTOMER][NEUTRAL] So if it is.
[AGENT][NEUTRAL] I hope she doesn't get an NCS if her check wasn't in there.
[CUSTOMER][NEGATIVE] I hope not either. She said she was going, I don't, she said she was gonna check her account, her bank account to see if she saw the amount, the 33,720 on [PII], um, and I told her I was gonna check with customer service to see what we would do in this case cause do we have to wait until it's returned?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, because far as on our end as far as we know it's been paid, we won't know until the bank notifies us that it wasn't.
[CUSTOMER][NEUTRAL] If it is,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Yes, well, that helped me. Well, thank you, [PII].
[AGENT][NEUTRAL] OK dear.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[AGENT][POSITIVE] Have a good day, dear. Bye. Thank you. Bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.