AccountId: 011433970860
ContactId: ff46fbdc-71da-4eff-b744-9fda9c8c5095
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234259 ms
Total Talk Time (AGENT): 105526 ms
Total Talk Time (CUSTOMER): 64151 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/ff46fbdc-71da-4eff-b744-9fda9c8c5095_20250508T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I, uh, received an unclaimed, uh, property letter in the mail with a payment reference and a check amount of 2863, and they want me to sign it and send it back and I, I don't know what it's for.
[AGENT][NEUTRAL] OK, alright, I can help you with that. um, can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And on that letter that you have, is there a policy number?
[CUSTOMER][NEUTRAL] No, just a payment reference.
[AGENT][NEUTRAL] OK, what is the payment reference number?
[CUSTOMER][NEUTRAL] 405-478-3
[AGENT][NEUTRAL] OK, let me look and see.
[AGENT][NEUTRAL] Alright, it's gonna be just a moment so I can get the instructions for the unclaimed property.
[AGENT][NEUTRAL] On the top of um.
[AGENT][NEUTRAL] The letter does it say this is not a bill or a request for payment?
[CUSTOMER][NEGATIVE] No, it says unclaimed property. We issued the following payment to you which we still show outstanding to reissue the payment, please return this form within 90 days, and it wants me to sign it and send it back, which is no big deal. I just don't know what it's for. What is web TPA?
[AGENT][NEUTRAL] Web TPA is an insurance company. Um, if you had insurance company um coverage through American Public Life with an employer in the past, Web TPA is one of our partners, um, that works with us for insurance.
[AGENT][NEUTRAL] So it looks, what it sounds like to me is you had a payment coming to you for $28.63 that they weren't able to get to you, so they're wanting you to sign that and return it so that they can get you your payment.
[CUSTOMER][NEUTRAL] OK, I guess I just wanted to know if it was like a legitimate thing or not, but.
[AGENT][NEUTRAL] Oh, yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] It's not really. OK. OK. All right, very good. Thanks for your help. Can you see on there what do you see me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're very
[AGENT][NEUTRAL] Um, can you spell your last name for me?
[CUSTOMER][NEUTRAL] In the system
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII] OK, let me look and see if I can find you by your name.
[AGENT][NEUTRAL] And you spell your first name, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what state are you from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] I'm not showing now um because you probably have a lapsed policy that's no longer active with us. I wasn't able to find you up that way, but um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, Ms. [PII], is there anything else?
[CUSTOMER][NEUTRAL] Alright, alright.
[AGENT][NEUTRAL] I can help you with, ma'am?
[CUSTOMER][POSITIVE] Uh, no, I'm all set. Thanks for your help.
[AGENT][POSITIVE] You're very welcome. You have a wonderful rest of your week and thank you for calling APL Ms. [PII].
[CUSTOMER][POSITIVE] Thank you bye bye now.
[AGENT][NEUTRAL] Mm Bye-bye, ma'am.