AccountId: 011433970860
ContactId: 0b1fd69a-4c3e-4e4c-a970-46999196f499
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429390 ms
Total Talk Time (AGENT): 169927 ms
Total Talk Time (CUSTOMER): 144204 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/0b1fd69a-4c3e-4e4c-a970-46999196f499_20250408T18:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh yes, this is [PII] at Gordon Cooper Technology Center and I have an employee that we send um premiums to every month and um.
[CUSTOMER][NEUTRAL] My, um, accounts payable here has said that there we did not have um some checks that you have not cashed since May of last year and I'm just kinda curious if uh why those weren't cashed or if we need to.
[CUSTOMER][NEUTRAL] What we need to do about it.
[AGENT][NEUTRAL] OK, let's let's start with the group number.
[CUSTOMER][NEUTRAL] OK, the group number is 2229.
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] Alrighty, [PII], can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] Uh yes, it is uh [PII].
[AGENT][NEUTRAL] Thank you and what about the phone number we should have on file?
[CUSTOMER][NEUTRAL] Sure it is [PII].
[AGENT][NEUTRAL] All right. Is that a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, yes, and my extension is [PII].
[AGENT][POSITIVE] Perfect, thank you. And please verify your email address.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, we've got org. Hang on one second.
[CUSTOMER][NEUTRAL] Yeah, it has been changed probably since.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh my goodness, OK, um.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alrighty. OK, here, so you're calling because there's some checks that we didn't cash on our end, is that correct?
[CUSTOMER][NEUTRAL] That's what they're saying, yes, of, uh, 5.
[AGENT][POSITIVE] OK, um, I definitely can.
[AGENT][POSITIVE] I can definitely take a look at that for you and help you out. And this was of [PII]?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, what is the check numbers in question?
[CUSTOMER][NEUTRAL] OK, it is, uh, one of them is 41117057.
[CUSTOMER][NEUTRAL] And the other is 41117122.
[AGENT][NEUTRAL] All right, let's take a look and see what we got.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] Um, they were issued back in May of last year.
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, um, the check numbers that we received for the May invoice and in.
[AGENT][NEUTRAL] 602 9.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And this may be I forgot because that he's uh uh instructor so I do all the checks in May and then do them out for May, June and July so it may be for June or July also so it may not be for May. I'm sorry about that. I just realized that when you started saying that.
[AGENT][NEUTRAL] OK, let's.
[AGENT][NEUTRAL] OK. No, that's fine.
[AGENT][NEUTRAL] Now let me look at June. OK, so June.
[AGENT][NEUTRAL] The two checks that we have.
[AGENT][NEUTRAL] The first one ends in [PII] and the date on it is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And then the other one for June.
[AGENT][NEUTRAL] I dated [PII] and ends in 7576. Um.
[AGENT][NEUTRAL] Let me look at July.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I might should have investigated better to help you um I forgot all about that. I was just thinking it'd be May it'd be easy.
[AGENT][NEUTRAL] Um, OK, so I have a check dated [PII] and it ends in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then another one dated [PII] and it's ending in 7251. All right, with that being said, let's look at August.
[AGENT][NEUTRAL] All right, um.
[AGENT][NEUTRAL] This one check for August starts with a [PII] and it's dated [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna keep looking, yeah, and that one begins with the [PII] as well. I'm not seeing [PII] and [PII]. Are you sure it was to American Public Life?
[CUSTOMER][NEUTRAL] Yeah, that's what it says. American Public Life, yes, um, let me investig uh um one of them was [PII] and the other was [PII]. He only, I mean I only send in $2375 a month for him, so, um.
[AGENT][NEUTRAL] How much was each of the checks?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'm not seeing any, um, May dated checks in our system that end in those two check numbers.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I will, uh, investigate more and um see, see what I can find out and I appreciate your help.
[AGENT][POSITIVE] No problem. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, I'm good right now thank you so much I appreciate it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you.