AccountId: 011433970860
ContactId: 07d53191-393e-4782-a2cb-213add175b20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1513180 ms
Total Talk Time (AGENT): 228871 ms
Total Talk Time (CUSTOMER): 171904 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=-2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/07d53191-393e-4782-a2cb-213add175b20_20250130T22:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office. I had found two checks that were actually expired that weren't cashed yet. I just wanted to see if we could have those recut.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, may I have your name?
[CUSTOMER][NEUTRAL] Sure my name is [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. What's the name of the facility?
[CUSTOMER][NEUTRAL] Force F O R C E physical therapy.
[AGENT][NEUTRAL] OK. And um do you have a policy number or do you just have the check numbers?
[CUSTOMER][NEUTRAL] I have the 2 checks in front of me, um, let's see, and there's a policy number on there.
[AGENT][NEUTRAL] OK. I might have to check numbers.
[AGENT][NEUTRAL] OK, go ahead with the policy number.
[CUSTOMER][NEUTRAL] 023375-02
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK. Um, do you know the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, the name is [PII]. Let me get his date of birth. One second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What do you do in the gym
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[CUSTOMER][NEUTRAL] And it's uh.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEGATIVE] He was on a bad
[AGENT][NEUTRAL] OK, and what are those check numbers?
[CUSTOMER][NEUTRAL] Uh, the first one is 2002928.
[CUSTOMER][NEUTRAL] And the second one.
[AGENT][NEUTRAL] How much is that one for?
[CUSTOMER][NEUTRAL] $49.82.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and what's the second one?
[CUSTOMER][NEUTRAL] 2,002,930 for $117.29.
[AGENT][NEUTRAL] OK. All right. um, let me go ahead and review and see if I can send this back information. Do you mind holding for me?
[CUSTOMER][POSITIVE] Sure thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me. OK, so yeah, they have not been cashed. What is the address just to make sure when I uh request for it to be reissued, it goes to the correct address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the check has not been voided. Um, let me check and see if you can still catch those, um, because they're not voided at all.
[CUSTOMER][NEUTRAL] Yeah, I have them in my, yeah, I have them in here but it said void.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] is not presented within.
[CUSTOMER][NEUTRAL] 120 days from the date of check because I know we're past 120 days. I just wanna make sure.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Yeah, let me check with that, um, with that department and see if it's possible for you to just go ahead and cash those instead of having to reissue, um, OK, one moment, New York.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] This is [PII] speaking.
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] 00, I'm doing fine.
[AGENT][NEUTRAL] Mhm mhm. Good. Um, I just have a quick question because I have a provider on the line that um she found two checks that are more than 120 days, but she has this check in her position. I don't see that we have voided the checks, um, but she wanted to know if she can cash them or if we need to void it and reissue.
[CUSTOMER][POSITIVE] What she what she could do is uh try to, uh, both of them are still showing outstanding um on in life.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How, OK, tell them to try to direct deposit them and what I'll do is if, if they come to me, I will tell them to pay it.
[AGENT][POSITIVE] Yeah, they're both outstanding. Mhm.
[CUSTOMER][NEUTRAL] If she could try to direct deposit those two checks.
[AGENT][NEUTRAL] Oh, well,
[AGENT][NEUTRAL] Oh, OK. So, um,
[CUSTOMER][NEUTRAL] I just can't guarantee, you know, that, that uh they, they, they gonna take them, you know, but, but if they send them to us, you know, it'll pop up in our positive pay and I can tell them to pay them, but I just can't guarantee it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you, got you. OK. OK, so I can tell her if she wants to try to do that, she can. If not, I can go ahead and send the request for reissue, but yeah, she just had that question. She was like, what if, if I can cash it and I'm like, well, let me check first.
[AGENT][POSITIVE] OK. Well, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They, uh, direct deposit first. OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Direct deposit. OK. All right, thank you. Have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], OK, so I spoke to that department and um mm the person that is in charge of that department was letting me know that um if you want to direct deposit those um I'm not sure if that's the way you do it, but.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, if you, if you try to direct deposit, it will come here for an authorization, and she will go ahead and approve the authorization to have it, um, cash, um, if it's direct deposit. Now, if not, it's best to cancel and reissue because we don't know if the bank is gonna take that, is gonna take the check, check.
[CUSTOMER][NEUTRAL] Yeah, unfortunately I walked them through the bank so I think.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, no, OK, yeah, if, if, yeah, because if they see that 120 days, they probably will not take it. OK, so let me just go ahead and send the request to cancel then.
[AGENT][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, it's gonna be a couple of minutes. I just need to go ahead and request both of them to be canceled and reissued. Is it OK if I put you on a brief hold again?
[CUSTOMER][POSITIVE] Thank you so much, sure.
[AGENT][POSITIVE] You're welcome. Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me, Ms. [PII]. OK, and I, I do apologize for that long wait, um, but I had to send them individually, um, but I went ahead and send both of them to be canceled and reissued, OK?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] Thank you so much. Um, do you know, should I be on the lookout like 3 to 4 weeks or how long does it typically take?
[AGENT][NEUTRAL] Oh, no, it doesn't take that long. Um, it takes um 24 to 48 business hours for us to repro them and send them again. So it goes regular mail, so it's about 5 to 7 business days after that. So I would say about 10 days, the most 2 weeks. Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh, can I just get your name?
[AGENT][NEUTRAL] My name is [PII]'s [PII].
[CUSTOMER][POSITIVE] Thank you so much for your time have a good one.
[AGENT][POSITIVE] You're welcome. You as well thank you for calling APO. Bye bye Miss [PII]
[CUSTOMER][NEUTRAL] Bye.