AccountId: 011433970860
ContactId: 1e04523b-ec54-421d-8785-47c854fc56de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409420 ms
Total Talk Time (AGENT): 158382 ms
Total Talk Time (CUSTOMER): 142780 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/1e04523b-ec54-421d-8785-47c854fc56de_20250207T21:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hey [PII], how's it going?
[AGENT][NEUTRAL] It's fine, and yourself?
[CUSTOMER][NEUTRAL] [PII], I'm doing good. [PII], I, my name is [PII]. I'm an assistant branch manager for SRP Federal Credit Union in [PII]. I've got, uh, some of my members are here and they were trying to deposit a few checks, um, how, uh, that they had from, uh, it was like a refund from their insurance policies.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] The problem that I was having with depositing the checks for them was that 2, there are 4 checks in total and 2 of the, well let's say this 2 and 2 have the exact same check numbers, the exact same dates, the exact same amounts, everything is exactly the same that the check might be a duplicate, um, and we were just calling to try to see if there's any kind of way we can get clarity on that because I don't want to have to deposit this for them and then they get charged.
[AGENT][NEUTRAL] OK, so [PII], you said that you're with which financial institution again? I'm sorry.
[CUSTOMER][NEUTRAL] Yes ma'am, this is SRP Federal Credit Union in [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][POSITIVE] OK, and go ahead and give me [PII] a good call back number for you please.
[CUSTOMER][NEUTRAL] OK, uh, is no one able to assist at this time?
[AGENT][NEUTRAL] Yes, but I still need to get your callback number.
[CUSTOMER][NEUTRAL] Oh yeah, oh yes ma'am. OK, it is, uh, sorry, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, so give me just one second, [PII], please.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you said that you have a total of 4 checks and it's essentially it's like they're duplicate, it's really.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, it's pretty much like we.
[AGENT][NEUTRAL] Two checks that have, yeah, same amount, same check number. OK. All right, so what, um, first off, if you could please let me get some information, [PII], just one moment.
[CUSTOMER][NEUTRAL] Two exact same copies, mhm.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] OK, so give me the first check number, please.
[CUSTOMER][NEUTRAL] First check number is 202.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 55.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And who is that check made out to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. The address that it was.
[AGENT][NEUTRAL] Shows on there.
[CUSTOMER][NEUTRAL] 15, yes ma'am [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. And the amount of the check?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $35.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Alright, let's go ahead and let me go ahead and get the other check number as well.
[CUSTOMER][POSITIVE] Yes ma'am mhm let me know when you're ready.
[AGENT][POSITIVE] OK, I'm ready. Yes.
[CUSTOMER][NEUTRAL] Alright, it is 202.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 55.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 04.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and the amount of that check?
[CUSTOMER][NEUTRAL] Yes ma'am, $35.
[AGENT][NEUTRAL] OK, and is that the same is it made out to the same person with the same address as you gave me just a moment ago?
[CUSTOMER][NEUTRAL] Yep, same address.
[AGENT][NEUTRAL] OK, alright, so just one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For.
[AGENT][NEUTRAL] OK, so I'm, I'm just looking at some additional information, so.
[AGENT][NEUTRAL] Because it's an it's an exact duplicate.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can just deposit or cash the one.
[AGENT][NEUTRAL] And tear the other one up, shred the other one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. OK, so, OK, so one of them, one of them I can deposit or cash and the other we have to shred that up.
[AGENT][POSITIVE] That is, that is correct, yes.
[CUSTOMER][NEUTRAL] Got it. OK, OK, we just wanted to make sure that before we, before we did anything with that because I did, like I said, I didn't want them to end up getting a fall for that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Absolutely. No, uh, uh, absolutely. So, no, because it is a duplicate, a dentical duplicate, yes. Um, and that's what I was looking at because our process has recently changed a little bit to that. But yes, so just
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I got you.
[AGENT][NEUTRAL] Discard one.
[CUSTOMER][NEUTRAL] Uh huh, in the past, yeah.
[AGENT][NEUTRAL] Obviously shred it, yes, and the other one.
[CUSTOMER][POSITIVE] Mhm, right, absolutely, absolutely.
[AGENT][NEUTRAL] Apps and then you may um proceed with cashing it or depositing the other one.
[CUSTOMER][POSITIVE] OK, that works for me.
[AGENT][NEUTRAL] OK. Well, is there anything else that I could help you with uh today, [PII]?
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] No, no, no, ma'am, let me ask Mr. [PII], do you have any, do you have any other thing that y'all may need from them before I hang up the phone?
[CUSTOMER][NEUTRAL] Uh, all good, no, they're all set.
[AGENT][POSITIVE] OK then well then thank you so much for calling APL and I hope that you have a very nice weekend.
[CUSTOMER][POSITIVE] Yes ma'am you as well OK thank you so much for your help.
[AGENT][POSITIVE] Yes, sir. Absolutely, you're very welcome.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Alright, yes ma'am you have a good day.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.