AccountId: 011433970860
ContactId: e859c582-c8c9-4fd4-a230-6d4d2b73bdb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 710809 ms
Total Talk Time (AGENT): 193990 ms
Total Talk Time (CUSTOMER): 135836 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/e859c582-c8c9-4fd4-a230-6d4d2b73bdb8_20241230T20:33_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I received the letter. Good afternoon. My name is [PII]. I received the letter.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In the mail that says 2 request I guess you are, I guess you guys sent me a check back in in April.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't know if I just didn't received it, but it wasn't cash, but by y'all records I guess y'all trying to close y'all books up for [PII] and this check is still open and I'm calling y'all about it that's all.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you this afternoon, Mr. [PII]. Do you have your policy number available or the claim number or check number associated with that?
[CUSTOMER][NEUTRAL] Yeah, check number is 54.
[CUSTOMER][NEUTRAL] 976.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me just get that pulled up if you don't mind holding just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 54796
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] I don't know it by heart.
[AGENT][NEUTRAL] I can look it up by your social would that be OK?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] And that number?
[CUSTOMER][NEUTRAL] I don't even know what type of policies I got with y'all, uh, 428.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] 4428-415-523.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Thank you, Ms. [PII]. And what is your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you, sir.
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you and we do have an iCloud email address do you mind just verifying that real quick?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you. I appreciate that verification.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I am showing that you have with us.
[AGENT][NEUTRAL] A dental policy?
[AGENT][NEUTRAL] A medical policy and a life policy.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So those are the 3 types of policies that you have with us.
[AGENT][NEUTRAL] And I'm wondering if that was a check on your medical.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] I have no idea it was for $170.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just I'm doing check one other thing.
[AGENT][NEUTRAL] And did, did the letter come from APL?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, bear with me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm checking to see if it would come from you from customer service department on that um letter that you received, does it have a claim number or anything?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It has a payee reference number.
[AGENT][NEUTRAL] And that should be your policy number. What's that reference number?
[CUSTOMER][NEUTRAL] It's 1000.
[CUSTOMER][NEUTRAL] And the check number, so it's 154976.
[AGENT][NEUTRAL] And what is the signature at the bottom of the page?
[AGENT][NEUTRAL] Is it APL customer service or?
[CUSTOMER][NEUTRAL] Mm, it doesn't have a signature.
[CUSTOMER][NEGATIVE] Yeah, it says it says sincerely customer service and if I have any questions call [PII], but I've been calling and she hasn't uh answer a return call.
[AGENT][NEUTRAL] OK. All right. Let's see. Do you mind holding just one moment? I, I know where to go now. Thank you.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] That's what I had to do was to get, see if it was for.
[AGENT][NEUTRAL] A claim of what so.
[AGENT][NEUTRAL] Give me just one second.
[AGENT][NEUTRAL] And does it on your letter does it say this is not a bill or request for payment or does it say outstanding check number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 2nd 2nd request.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] During our routine audit of our records, we discovered.
[CUSTOMER][NEUTRAL] That the above reference check number issued to you has not been processed by our bank for payments.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] I'm still checking on it, just bear with me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I apologize this is taking so long, but I like your singing.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] You keep on cause that was nice.
[AGENT][NEUTRAL] Give me just one second.
[AGENT][POSITIVE] I'm gonna get you taken care of. You just hang on.
[CUSTOMER][POSITIVE] I'm good. I'm driving, so I'm good.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm gonna put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] Is that all right with you? All right. I'm not gonna go anywhere. If we get disconnected, I'm gonna call you back. So you just hang on.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, that's fine, yes ma'am.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so Mr. [PII], the, uh, [PII], and there's another lady that handles that, neither are in the office today, but what I'm gonna do is I'm going to send them an email.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And ask them to call you back as soon as possible.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] And I do apologize.
[CUSTOMER][POSITIVE] That's cool.
[AGENT][NEUTRAL] But I will, I'm I'm sending that email email now with your information and your callback number, the [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. I'm gonna do that for you and I'll put in the notes that um you have called.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] Thank you for calling APO. You have a wonderful day and a very happy New Year.
[CUSTOMER][NEUTRAL] You too ma'am.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.