AccountId: 011433970860
ContactId: e588f339-4beb-4d07-9693-98952082c966
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350760 ms
Total Talk Time (AGENT): 139933 ms
Total Talk Time (CUSTOMER): 69396 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/e588f339-4beb-4d07-9693-98952082c966_20250314T22:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I have a question for you. Is there a way to check? I got a paper in the mail um for American Public Life, and it's stating that I have unclaimed property. So I want to check if it's legit or if there's any way you could pull that on your side.
[AGENT][NEUTRAL] Yeah, we could should be able to take a look. Have you ever had a policy with us? Do you recall or?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Not that I recall.
[AGENT][NEUTRAL] Hm, OK, let me just try and do a search by your name and see if I find anything.
[AGENT][NEUTRAL] Um, what is your last name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's [PII] [PII]
[AGENT][POSITIVE] Thank you. And then first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Also, on this paper it has a policy number, a check number, amount.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, yeah, if you've got a check number or a policy number, that'll be perfect.
[CUSTOMER][NEUTRAL] OK, so the policy number is 907564.
[AGENT][NEUTRAL] All right. And then [PII], what is your date of birth, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it looks like this was an old policy back from [PII].
[AGENT][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Was the policy in my name?
[AGENT][NEUTRAL] Yeah, it was a secondary policy um that you had through an employer Seminole Indian casino.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it was effective in [PII].
[CUSTOMER][NEUTRAL] Yeah, I was, I was employed there during that time.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so it was uh a policy for it looks like you and a couple dependents, um, so it was definitely something that you had with us. Do you have the check number I can pull it and see what it's for?
[CUSTOMER][NEUTRAL] Yes ma'am, check number is 1472463.
[AGENT][NEUTRAL] All right, so let me go back in the notes.
[AGENT][NEUTRAL] I wonder if it was for let me see it was.
[AGENT][NEUTRAL] Just trying to see if it was for a claim or if it was for like a premium overpaid. It's not really telling me here.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so it looks like it was a claim check that was sent out.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then it was never cashed. It was a claim under Chase.
[AGENT][NEUTRAL] Um, and so it was voided out cause the, the check itself was never cashed. So we can reissue the check because it was never cashed, but it was legitimate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Is there any way you can set that up, or do I need, what do I need to do?
[AGENT][NEUTRAL] Yeah, I can set that up. So I don't know if we have the correct address anymore. The address we have on file is [PII]. Is that still good for you?
[CUSTOMER][POSITIVE] Yes, ma'am, that is correct.
[AGENT][NEUTRAL] OK, and it's in [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I will submit a request to have a new check sent out to you and so it'll be in the amount of 16704.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][POSITIVE] Oh, you're very welcome. Anything else I can help with today, [PII]?
[CUSTOMER][NEGATIVE] No, ma'am, I don't believe so.
[AGENT][POSITIVE] Alright you have a blessed day. Thanks for calling APL.
[CUSTOMER][POSITIVE] Yes, ma'am, you as well.