AccountId: 011433970860
ContactId: fcd75b7e-c9ed-43f6-9795-d14772efa7cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206360 ms
Total Talk Time (AGENT): 79197 ms
Total Talk Time (CUSTOMER): 56397 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/fcd75b7e-c9ed-43f6-9795-d14772efa7cb_20250225T18:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] And I spoke with one of your representatives yesterday. I was supposed to be receiving a $1900 check. I just wanted to let you know that I just received it today so they don't have to stop payment on anything.
[AGENT][NEUTRAL] OK, [PII], do you have your policy number? I can pull that up.
[CUSTOMER][NEUTRAL] Yeah, 022.
[CUSTOMER][NEUTRAL] 709.
[CUSTOMER][NEUTRAL] 67
[AGENT][NEUTRAL] Alright, let me pull this up here.
[AGENT][NEUTRAL] All right, [PII], I may have copied this down wrong. I'm sorry, let me read this back. I have 02586907.
[CUSTOMER][NEUTRAL] No, it's 022.
[CUSTOMER][NEUTRAL] 70967
[AGENT][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me just check the notes here for whatever they were gonna do with the check here.
[AGENT][NEUTRAL] And then for security, [PII], if I can just get your date of birth and address, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Um, let me just try and find this request that they had sent to void that check out here. Give me one moment please.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, so I do see that this is in progress, so I'm gonna reach out to the person that's assigned to and let them know that you did receive the check. Um, if for some reason we need to contact you back, is this [PII] a good call back number?
[CUSTOMER][NEUTRAL] Yep, [PII], that's my home number.
[AGENT][POSITIVE] All right. Thank you so much for contacting us and I will pass this information along, [PII].
[CUSTOMER][NEUTRAL] OK, so should I
[CUSTOMER][NEUTRAL] I was going out later on this this week, um, cash this check or I have to wait to hear back from y'all?
[AGENT][NEUTRAL] Go ahead and cash it unless you hear anything different from us. I'm gonna reach out like I said to the assigned person now and let them know that I just spoke to you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And I just got the check, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're welcome. Have a nice day.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][NEUTRAL] Mm bye.