AccountId: 011433970860
ContactId: fb5fefeb-5c03-4dec-892f-33131c9b8f57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418839 ms
Total Talk Time (AGENT): 134244 ms
Total Talk Time (CUSTOMER): 127079 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/fb5fefeb-5c03-4dec-892f-33131c9b8f57_20250625T21:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And I wanna say about 2 months ago, y'all had sent me a paper saying that um about a check I never cash.
[CUSTOMER][NEUTRAL] I faxed it to.
[CUSTOMER][NEUTRAL] Y'all, and then I get another thing today.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And it went through and everything.
[CUSTOMER][NEGATIVE] So I just don't understand why I just didn't get the check.
[AGENT][NEUTRAL] OK, Ms. [PII], um,
[CUSTOMER][NEUTRAL] It's telling me to do it again. Come here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm sorry, thank you for listening to me.
[AGENT][NEUTRAL] Oh, no, you're fine. So you received a letter today stating that you needed to resend the check again?
[CUSTOMER][NEGATIVE] Not the check. I didn't get the check last time.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, the first request, think it was like 2 months ago.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It said to if you didn't get the check or if you did, whatever, if you didn't.
[CUSTOMER][NEUTRAL] Please allow 15 days for replacing the check to be issued.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I faxed it to that number. I even called y'all.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Now they sent me the second request. I got in the mail today from [PII].
[AGENT][NEUTRAL] [PII]? OK. And what, and this letter is saying what to do this time? What is it telling you? The same thing, OK.
[CUSTOMER][NEUTRAL] The same thing.
[CUSTOMER][NEUTRAL] If this check has been cash or deposit, yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You check
[CUSTOMER][NEUTRAL] I certified I have not cash or deposit check or the other one is I enclose original check sign and date it and fax it. I did that.
[CUSTOMER][NEUTRAL] I think 2 months ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. So what I'm going to do this time is I'm going to, Ms. [PII], what is your social so that I can look up your, do you have a policy with us now or is it a lapsed policy? OK.
[CUSTOMER][NEUTRAL] up
[CUSTOMER][NEUTRAL] Yes, ma'am. I have multiple ones, yes, ma'am.
[AGENT][NEUTRAL] OK, what is one of your policy numbers?
[CUSTOMER][NEGATIVE] I'm not that good.
[AGENT][POSITIVE] OK. That's all right.
[CUSTOMER][NEUTRAL] I just pay them.
[CUSTOMER][NEUTRAL] I have a social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your callback number, can I get that real quick in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate it so much. What I'm gonna do is I'm gonna look up your policy.
[AGENT][NEUTRAL] And since you've been having so much trouble trying to get this resolved, I'm gonna send an email to the girl that does the unclaimed property.
[AGENT][NEUTRAL] So that she can give you a phone call.
[AGENT][NEUTRAL] And go over exactly what needs to take.
[CUSTOMER][POSITIVE] I'd appreciate that.
[AGENT][NEUTRAL] Yes, ma'am. We'll take care of it that way. And um uh first, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then your address, phone number and email address that we have on.
[AGENT][NEUTRAL] Your policies.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] I'm gonna put you on a quick hold. I'm gonna get this email sent and then as soon as I've got it sent I'll be right back with you, Miss [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Miss Miss [PII] on that letter, is there a reference number on it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is the reference number?
[CUSTOMER][NEUTRAL] 0021.
[CUSTOMER][NEUTRAL] 002184922
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I'm gonna get this sent off.
[AGENT][NEUTRAL] And I asked her to, I gave her the phone number that you called me from from that we verified for her to give you a call back.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No man, I appreciate it. Thank you.
[AGENT][POSITIVE] OK, you have a good night. Thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] You too thank you.