AccountId: 011433970860
ContactId: 28fa4cc2-7fd2-415b-b1b4-2f3b774887fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412440 ms
Total Talk Time (AGENT): 109431 ms
Total Talk Time (CUSTOMER): 245139 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/28fa4cc2-7fd2-415b-b1b4-2f3b774887fe_20250417T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from, um, well, I'm calling from work doesn't matter, um, I have a policy number that was, um, that was refunded. Um, I do have a check but I never cashed it. I just lost it and then somehow I found it. I'm wondering whether it could be reissued reissued to me.
[AGENT][NEUTRAL] So you have the, the check it has not been cashed?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK. Can you return that to APL and then we can reissue another, another check. Mhm. What's your name?
[CUSTOMER][POSITIVE] Yeah I can mail it.
[CUSTOMER][NEUTRAL] Yeah, that, that's not a problem. My name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Policy number, let me see, policy number 022-07450.
[AGENT][NEUTRAL] And I get phone number? OK, and I get phone.
[CUSTOMER][NEUTRAL] And I get [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. Uh policy is 02207450.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] yes.
[AGENT][NEUTRAL] OK. If I can get you to verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, uh, [PII] mailing address [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] Email address [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you then. So the [PII] in your name?
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so, um, what is the check amount?
[CUSTOMER][NEUTRAL] So I have, I actually have two right, the first one, the policy number that I gave you, the check amount was $164.78.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And there's another one that also includes like a different policy number. I don't know whether it's like, you know, together, but the amount is $337.35.
[AGENT][NEUTRAL] What's the policy number on that one?
[CUSTOMER][NEUTRAL] Policy number 02509373.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] What is the check number for 164.78?
[CUSTOMER][NEUTRAL] 16 check number 00 sorry yeah 02005055.
[AGENT][NEUTRAL] And the check number for total 337.35?
[CUSTOMER][NEUTRAL] The other one is 02002084.
[AGENT][NEUTRAL] What's the date on that check?
[CUSTOMER][NEUTRAL] The date on the last check that ends with the 4 is um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Different
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Oh no, I
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Is this for premiums maybe?
[CUSTOMER][NEUTRAL] Like if they wanna down through.
[CUSTOMER][NEUTRAL] For what?
[AGENT][POSITIVE] Premiums.
[CUSTOMER][NEUTRAL] Premiums, um.
[AGENT][NEUTRAL] Instead of a claim payment was it for premiums?
[CUSTOMER][NEUTRAL] It says overpayment. It says yeah overpayment of premium.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK, so go ahead and send both of those checks back.
[CUSTOMER][NEUTRAL] there
[CUSTOMER][NEUTRAL] Mhm, is it the PO box?
[AGENT][NEUTRAL] To APL.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Is that what's on your, where did you get that address from?
[CUSTOMER][NEUTRAL] Is that the location?
[CUSTOMER][NEUTRAL] It's, it's, it's on the check.
[AGENT][NEUTRAL] OK, send it to that address.
[CUSTOMER][POSITIVE] Says uh [PII] OK very good OK I can do that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, that's not a problem. Awesome, do I need to write a note or anything like that?
[AGENT][NEUTRAL] OK, give me, and give me.
[AGENT][NEUTRAL] Mm, well, obviously they're still dated, but you may want to, and the policy number I believe is on the check. Is that correct?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] The policy number for each?
[CUSTOMER][NEUTRAL] Mm, well, I'm gonna actually send um the check plus uh whatever that came with it so it will have the policy number so uh there's um yeah, the additional page.
[AGENT][NEUTRAL] OK. OK. What did you receive with the check?
[CUSTOMER][NEUTRAL] Yeah, I, what did I receive with the check? Uh, it's, it's like a letter that says, you know, policy number and PRD number and then it says enclose you'll find our checking the amount of blah blah blah, uh, representing a fund of overpayment of premium.
[AGENT][NEUTRAL] OK, and you may wanna just put that the the checks are still dated.
[CUSTOMER][NEUTRAL] And so yeah.
[CUSTOMER][NEUTRAL] Right, right, right, right, right, right.
[AGENT][NEUTRAL] And you would like for them to be reissued a new check reissued or issued.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, yes, yes, yeah, I think it says void after 120 days, so I, I can't cash that, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, yeah, I'll send it back.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, so once we'll uh receive those, we'll get it taken care of for you.
[CUSTOMER][POSITIVE] Awesome thank you [PII].
[AGENT][NEUTRAL] Uh, you're welcome. Anything else?
[CUSTOMER][POSITIVE] No, that's it I appreciate that.
[AGENT][POSITIVE] All right, [PII] and thank you for calling [PII]. Have a good day. Bye bye.
[CUSTOMER][POSITIVE] OK thanks uh huh OK you too bye bye.