AccountId: 011433970860
ContactId: 2094b77e-0355-4c85-8d3c-a662c0640208
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 474209 ms
Total Talk Time (AGENT): 234119 ms
Total Talk Time (CUSTOMER): 185888 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/2094b77e-0355-4c85-8d3c-a662c0640208_20250318T22:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEGATIVE] Yes, um, so [PII] is not answering her line, so I was hoping someone else could help me.
[CUSTOMER][NEUTRAL] Um, I got a letter in the mail saying that.
[CUSTOMER][NEUTRAL] Um, the above reference check number has not been presented to our bank for payment.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It also says that
[CUSTOMER][NEUTRAL] If you would like us to issue you a replacement check.
[CUSTOMER][NEUTRAL] do some stuff, but
[CUSTOMER][NEUTRAL] Um, I had a few questions about this because this isn't the only check I've received from you guys and I just wanna make sure these aren't mistakes.
[AGENT][NEUTRAL] OK, I can definitely help you with that. And normally when we send those out, that's basically like um
[AGENT][NEUTRAL] A refund check that never got cash. So, um, before we proceed, let me get your full name and a callback number in the event that we get disconnected.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, my, my full name is [PII], no [PII].
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And do you happen to have the policy number on that letter?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes, 02310150.
[AGENT][NEUTRAL] Thank you for that. And can you also verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and I'm showing we've got an email account. It looks like it might have been your work email. Can you verify that too, please?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that and that is what we have on file so let me see what's going on here.
[CUSTOMER][NEUTRAL] Because I, I've already cashed one check a long time ago, and when I kept getting this letter about this other check, I just kept thinking that that was the same one. But um when I searched my bank history for this specific dollar amount, nothing came up so I'm wondering how many checks are there because I have another check I haven't cashed yet for like $509.
[AGENT][NEUTRAL] That one is.
[CUSTOMER][NEUTRAL] And I just wanted to make sure.
[AGENT][NEUTRAL] Yeah, that $509 is uh overpayment due to your dependent being dropped. So that check's fine. Um, most of the time an outstanding check letters sent when a checks not being cashed for over 90 days. What's the amount that they stated on that?
[AGENT][NEUTRAL] Check reference letter.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, 29,120.
[CUSTOMER][NEUTRAL] And there's a check number too if you need it.
[AGENT][NEUTRAL] OK, so it looks like that check was for an overpayment on the policy because at the time that we received it it was August of last year.
[AGENT][NEUTRAL] And we lapsed the well the policy was lapsed and we were still getting premium, so we were refunding you the premium that we were receiving um since it was no longer active.
[AGENT][NEUTRAL] But it's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hang on just a second.
[CUSTOMER][NEUTRAL] But so like I, I guess there was more than, so was there 3 checks total or was there less or more?
[AGENT][NEUTRAL] It looks like it was 3 checks because you have one you have another outstanding check that I'm showing that we voided and it looks like she reissued it last year it was 14,560.
[CUSTOMER][NEUTRAL] Cause I'm just trying.
[AGENT][NEUTRAL] Is that the check you cashed?
[CUSTOMER][NEUTRAL] I have no idea. I just remembered that I got one from you guys in cash and deposited into my account. I just, I never knew what the total was. I didn't, I didn't keep track, um.
[CUSTOMER][NEUTRAL] So I know that there was one that did make it to my account, so that must have been that one.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, because it looks like that one actually occurred in April of last year and because it never got cash she put a note in here that she did void it and reissued it so it had to been that one and then of course we just did, we just did the $500.01 but the thing is is that the policy is no longer active and they our billing department must have been going through the records and realized that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] They we were still getting premium and we shouldn't have been. So are you still working with the revenue taxation department?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, am I still working where now?
[AGENT][NEUTRAL] It was showing revenue and taxation department for the state of [PII]. Were you working for the state at one point?
[AGENT][NEUTRAL] The state of [PII].
[CUSTOMER][NEUTRAL] I I've been working for the state for 22 years, but that's not my department.
[AGENT][NEUTRAL] OK, they might I just have here because it's, it's a lot of groups under one it's the whole state it's just that they got separate groups for different departments, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, your dental policy, let me see.
[AGENT][NEUTRAL] Your dental policy was canceled in [PII]. It looks like payroll informed us that you wanted to cancel it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And of course, when we, when we got everything we did it, but they were still sending in deductions for you. So that's what those return checks are for for over.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I tried selling um.
[CUSTOMER][NEGATIVE] OK, yeah, I tried telling my um my HR department that I had no more need for this. I have another thing and they refused to cancel my policy because it wasn't open enrollment.
[AGENT][NEUTRAL] Yeah, and that's due to cafe it's on cafe the group's own cafeteria so what that means is a pre-tax or premiums so it's hard to do it in the middle of the year and they only do it during open enrollment, but it looks like they honored the request in a timely manner, but for some reason they just kept sending in premiums for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So for me to
[CUSTOMER][NEGATIVE] Get a replacement check.
[CUSTOMER][NEUTRAL] A facts to the bottom uh of the form.
[CUSTOMER][NEUTRAL] 218-778-070911
[AGENT][NEUTRAL] Yes ma'am, just fill out that form and send it back to the fax number and as soon as we get the completed form, we'll process that information to send out any check and then it'll be 5 to 7 business days you should receive it in the mail. And they're good for 90 days. So as long as you cash, cash it within 90 days, you're fine, but if something happens, you might end up getting another letter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, well thank you so much for clearing that up for me. I just wanted to make sure none of this was a mistake and that this 200 wasn't absorbed by the 500 and you know all that so it is 3 separate.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's 3 separate transactions. You're welcome.
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][POSITIVE] All right well you have a wonderful evening and thank you for the information.
[AGENT][POSITIVE] No problem at all. Is there anything else I can help you with before you go, Mr. [PII]?
[CUSTOMER][POSITIVE] Oh no, that's good, thank you.
[AGENT][POSITIVE] Thank you for calling APO and you have a wonderful day as well.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.