AccountId: 011433970860
ContactId: 07eb8161-e656-4668-bd5f-4162ac0c0ab6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348109 ms
Total Talk Time (AGENT): 108068 ms
Total Talk Time (CUSTOMER): 120333 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/07eb8161-e656-4668-bd5f-4162ac0c0ab6_20250320T20:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from Apple Green.
[CUSTOMER][NEUTRAL] And the reason I'm calling is we received a series of checks, 3 checks, and on the, on the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No it says there reissued voided checks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not sure what that means, not sure what this means. Does that mean there are checks that we never cashed?
[AGENT][NEUTRAL] More than likely.
[CUSTOMER][NEUTRAL] And they've they've been reissued.
[AGENT][NEUTRAL] Mhm. More than likely, that's it. I can go ahead and check the notes on the group and see uh what is it for, OK? Um, do you have the group number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I don't. Well, um, what, um.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, hold on, just give me one moment, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] There are, we have 5 group members, so I don't know which ones these, I don't know what these checks belong to.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, OK, give me, give me one of the checks number.
[CUSTOMER][NEUTRAL] OK, check number 202032705.
[AGENT][NEUTRAL] OK. And let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the check number you said is um
[AGENT][NEUTRAL] 020327105
[CUSTOMER][NEUTRAL] 270501.
[AGENT][NEUTRAL] Oh, just 7.
[CUSTOMER][NEUTRAL] And then there's 2704 and 2703.
[AGENT][NEUTRAL] OK. All right, let me check.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see. You will give me more information.
[CUSTOMER][NEUTRAL] It says
[CUSTOMER][NEUTRAL] Oh, the group numbers are on the chat on the notes. I'm sorry, I didn't realize.
[AGENT][NEUTRAL] Mhm. Yeah, I see it. 2, yeah, 256-888, correct?
[CUSTOMER][NEUTRAL] Does that help you?
[CUSTOMER][NEUTRAL] Yeah, that's for the 1st 1, the 2nd 1, and the 3rd 1, yes, all of them are for that group.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] OK, do do do.
[AGENT][NEUTRAL] OK, so, uh, let's see. Let me verify some information with you first, OK? Um, let me have, um,
[AGENT][NEUTRAL] The mailing address if you have it, or are you calling from the broker?
[CUSTOMER][NEUTRAL] No, I'm calling from Apple Green.
[AGENT][NEUTRAL] OK, OK. Let me have the address and um let me have your email address for verification.
[CUSTOMER][NEUTRAL] OK, so the address on the checks is [PII].
[AGENT][NEUTRAL] OK, and what's your email address just for verification?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so it looks like is uh those checks are uh a request from [PII].
[CUSTOMER][NEUTRAL] Request from [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], oh [PII] asked for this, these checks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][POSITIVE] OK, alright, um, OK, very good. I'll, I'll forward it along to her then.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, just, um, yeah, let them know that it's, it's due to the uh request on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, [PII] OK, alright, very good, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, I'll do it thank you.
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] You're welcome thank you bye bye.