AccountId: 011433970860
ContactId: f8b495d6-6397-44f8-a302-50093efae792
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498750 ms
Total Talk Time (AGENT): 213763 ms
Total Talk Time (CUSTOMER): 127543 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/f8b495d6-6397-44f8-a302-50093efae792_20250411T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Well, [PII], how are you? This is [PII].
[AGENT][POSITIVE] Hi, Ms. [PII]. I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good. Guess what?
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] The checks not come in yet.
[AGENT][NEUTRAL] Oh goodness, Ms. [PII]. Let me see. Hold on just a second.
[CUSTOMER][NEUTRAL] At least that's what he says.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] How are you doing? And your, your boyfriend, is he doing better?
[CUSTOMER][NEUTRAL] Uh, have I talked to you since you broke your hip?
[AGENT][NEUTRAL] Yes, ma'am, and he was in a swing bed facility.
[CUSTOMER][POSITIVE] Yeah. Well, he's, he's at his son's now. He's, he's doing better. He's doing better.
[AGENT][POSITIVE] Good. Good. I'm glad to hear that.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] All right. And his address is the [PII], right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do apologize, Ms. [PII]. I should have been checking on this. I don't see where the check was sent out. Let me, uh, I'm gonna go ahead and issue it again.
[AGENT][NEUTRAL] And I'm gonna check on it every day to make sure it actually gets mailed out hold on just a moment.
[CUSTOMER][NEUTRAL] OK, what did you say the his address was?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Let me go back to that. Let's see.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] That's right. I was looking at her.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Yes, ma'am. That's what I got.
[CUSTOMER][NEUTRAL] OK. Yeah, I had, I had flipped her her.
[CUSTOMER][NEUTRAL] Uh, bank statement over to make sure I have the right address.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Alright, I'm gonna issue uh I'm gonna issue it again right now.
[AGENT][NEUTRAL] So [PII].
[AGENT][NEUTRAL] And uh like I said, I'm gonna keep an eye on it every day.
[AGENT][NEUTRAL] And make sure that it gets sent out.
[CUSTOMER][NEUTRAL] OK. Well, you had had
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] You had issued the check the last time I talked to you.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] And it was supposed to be sent out.
[AGENT][NEUTRAL] Yes ma'am, and it didn't for some reason I don't know if there was a glitch in the system or something like that, but for some reason it didn't get sent out.
[AGENT][NEUTRAL] Uh, so I'm gonna issue, I'm gonna request it to be issued again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, since it didn't never mail out for some reason.
[AGENT][NEUTRAL] And I'm gonna make sure tomorrow morning, well not tomorrow because tomorrow is Saturday. I'll make sure first thing Monday morning I'm making myself a note.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To double check it, make sure it actually mailed out.
[CUSTOMER][NEUTRAL] OK. Uh, do you have an email address that I can send you another copy of her death certificate in case the other one something happened with it?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Did you, did you get a copy of her death certificate?
[AGENT][NEUTRAL] Let me double check that. Hold on just a sec.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Would that stop it?
[AGENT][NEUTRAL] No, no, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Cause that, um, the refund that I'm gonna be sending him was actually for um Miss [PII]'s husband, but I haven't gotten um
[AGENT][NEUTRAL] Her death certificate, yeah, so, uh, yes, ma'am, if you could email it to me.
[CUSTOMER][NEUTRAL] Uh, let me.
[CUSTOMER][NEUTRAL] Let me get your email address again.
[CUSTOMER][NEUTRAL] I don't know where I wrote it down. I've been through so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I understand Ms. Po. No problem. You let me know when you're ready and I'll give it to you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] We lost an aunt last week too.
[AGENT][POSITIVE] Oh, no, I'm so sorry.
[CUSTOMER][POSITIVE] Yes, ma'am. OK, I'm ready.
[AGENT][NEUTRAL] All right. It's my first and last name, so it's [PII]
[CUSTOMER][NEUTRAL] [PII] [PII] [PII]
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] No, ma'am. [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's like [PII] without the [PII]
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then there's [PII].
[CUSTOMER][NEUTRAL] Well, uh, very that out loud.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] No, that's OK. What did you say?
[CUSTOMER][NEUTRAL] [PII] has a daughter-in-law named [PII], but she sells her mem.
[AGENT][NEUTRAL] Oh, really?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] How does she spell hers?
[CUSTOMER][NEUTRAL] OK, what do you
[CUSTOMER][NEUTRAL] Huh
[AGENT][NEUTRAL] How does she spell hers?
[CUSTOMER][NEUTRAL] She spells her memory, like memory.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK. How, what is
[AGENT][NEUTRAL] Yeah, I've met a couple in my life, but not very many.
[AGENT][NEUTRAL] Um, so it's memory.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am. [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I will.
[CUSTOMER][NEUTRAL] I will take a picture of this and I'll send it right to you.
[AGENT][POSITIVE] All right, Ms. [PII]. Is there anything else I could do for you today? I'm so sorry about that check, but I'm gonna get it issued out to you all again, OK?
[CUSTOMER][POSITIVE] OK. I appreciate it.
[AGENT][POSITIVE] You're welcome and you let me know if you need anything else.
[CUSTOMER][NEUTRAL] Wait, wait
[CUSTOMER][POSITIVE] OK, hon, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day, Ms [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.