AccountId: 011433970860
ContactId: ff6b93b4-52ea-48c8-8f30-affd43f681aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222460 ms
Total Talk Time (AGENT): 77264 ms
Total Talk Time (CUSTOMER): 87461 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/ff6b93b4-52ea-48c8-8f30-affd43f681aa_20250121T13:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I had a check issued to me and I never received it and they told me I needed to wait, I think 30 days, um, so that this is me just calling back to see if I can have that reissued.
[AGENT][NEUTRAL] OK, what did you need to have reissued?
[CUSTOMER][NEGATIVE] The check my claim payment? I never received it in the mail.
[AGENT][NEUTRAL] Oh, OK, what's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] Um, give me one second, let me see if this.
[CUSTOMER][NEUTRAL] will that be under claim uh sign in sorry.
[AGENT][NEUTRAL] It's on your ID card.
[CUSTOMER][NEUTRAL] I no longer have APL, so I don't have the card anymore. I'm sorry. Give me one minute. Let me see if it's online. Oh, policy number 1618522.
[AGENT][NEUTRAL] Can I get a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, verify your date of birth, your mailing address, and um your email address for me please.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Address is [PII] and my email is [PII].
[AGENT][NEUTRAL] OK, and what is the date of service of the check payment?
[CUSTOMER][NEUTRAL] I think it was a couple. Give me one second.
[CUSTOMER][NEUTRAL] They received.
[AGENT][NEUTRAL] Or do you, does it show the check number? What are you looking at?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, it's when I, oh, it it might be this one. I know it's like 172 93 date received. I can give you the claim number I think it's this 1 354.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] 1279
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify your mailing address for me again.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we can um verify whether it has cleared the bank and then we'll have to give you a call back.
[AGENT][NEUTRAL] If it hasn't cleared the bank, um, we can request that it be voided and reissued since it's been 30 days since the date it was issued.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So just wait to hear from you guys, is that accurate?
[AGENT][NEUTRAL] We'll call you back to to let you know whether it did or didn't clear.
[AGENT][NEUTRAL] The bank.
[CUSTOMER][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] OK, and if it did not, we'll, and if it did not allow at least 2 to 5 days and the number you provided is a good callback number?
[CUSTOMER][NEUTRAL] And how long
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, can we call at any time or leave a message if you're not available?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, yes to both.
[AGENT][NEUTRAL] OK, alright, I will give you a call back, um, allow about 2 to 5 days, could be before then, but that's just our standard.
[CUSTOMER][POSITIVE] Yeah, not a problem thank you for your help.
[AGENT][POSITIVE] All [PII]. Anything else we can help out with today?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] Alright, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Alright bye bye.