AccountId: 011433970860
ContactId: 297f8fc7-2485-4502-97af-2808bffbf726
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 717630 ms
Total Talk Time (AGENT): 436737 ms
Total Talk Time (CUSTOMER): 186219 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/297f8fc7-2485-4502-97af-2808bffbf726_20250423T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] in customer care. How are you doing today?
[AGENT][POSITIVE] I'm doing good how are you, [PII]?
[CUSTOMER][POSITIVE] Good, thank you for asking. [PII], have you heard anything about people getting duplicate checks or anything?
[AGENT][NEUTRAL] I have not.
[CUSTOMER][NEUTRAL] Hm, I have an insured on the line with a duplicate check and she had requested a call back a few days ago. She hasn't heard from anybody. Is that maybe something you could look at with me or am I in the right place?
[AGENT][NEUTRAL] Um, I can look at it.
[AGENT][NEUTRAL] I guess it depends on what it's for. What's that policy number? We'll see if we can figure something out.
[CUSTOMER][POSITIVE] Alright, thank you. I appreciate you. Her policy number is 945517.
[CUSTOMER][NEUTRAL] For [PII] and then I have both the check numbers.
[CUSTOMER][NEUTRAL] It looks like it was a reissue based off of the notes um.
[AGENT][NEUTRAL] I don't see a void on the policy though.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Ma
[AGENT][NEUTRAL] 4122 replacement of check blah blah blah insured received two checks for same amount check that and that not sure if that's correct call back this.
[AGENT][NEUTRAL] OK, so I see [PII] voided or she.
[AGENT][NEUTRAL] Uh, hang on, let me see.
[AGENT][NEUTRAL] What that check number belongs to.
[CUSTOMER][NEUTRAL] Yeah it looks like she did.
[CUSTOMER][NEUTRAL] That's what I was going to look because it was issued back in [PII].
[AGENT][NEUTRAL] Yeah, that's
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] Weird.
[AGENT][NEUTRAL] 14.
[AGENT][NEUTRAL] [PII], it's showing as voided.
[AGENT][NEUTRAL] But the claim wasn't voided it looks like.
[AGENT][NEUTRAL] [PII] was the original date that it was issued.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So what that's the claim number that it belongs to, so.
[AGENT][NEUTRAL] Claim.
[AGENT][NEUTRAL] 2599289.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Reissued.
[AGENT][NEUTRAL] But not voided.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the thing is,
[AGENT][NEUTRAL] It's not for that amount 40 122.
[AGENT][NEUTRAL] Why did they just combine them all onto one check? I wonder.
[CUSTOMER][NEUTRAL] Combined
[CUSTOMER][NEUTRAL] That's, that's what I'm thinking.
[AGENT][NEGATIVE] I'm gonna add up
[AGENT][NEUTRAL] I'm gonna add up all of these.
[AGENT][NEUTRAL] And see if it let's see 8138.
[AGENT][NEUTRAL] And then 2599289 3751.
[AGENT][NEUTRAL] Because all of them were like.
[AGENT][NEUTRAL] Processed on the same date?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] 401 22.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] For all 3 of those?
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's what they had to have done. I was gonna, I mean, I was gonna tell her just rip up one of the checks, but she got 2 for the same amount.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So she was
[AGENT][NEUTRAL] The thing is, is it says spoke with insured sent hub requests.
[AGENT][NEGATIVE] For a replacement of this check. But this check, not only in line does it not show.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That it's been
[AGENT][NEUTRAL] Wonder what the data, what was the date of service for this? Uh, [PII], so it was processed under the correct one. So not only has it not been voided in.
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The system
[AGENT][NEGATIVE] But it also is not showing reprocessing.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, what is that check for?
[AGENT][NEUTRAL] I mean I know that all three of those like add up. Have you looked on the hub request to see if anybody has like notated it or looking into it or anything like that?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I, I'll be honest, man, I looked for the request. I could not find it. I searched my policy number. I did a Control F.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then I did just scroll through because I see that the Hubblecrest S Dowd, that's [PII], so I was like, OK, well let me just look for [PII]'s name, you know, and like I don't know if I'm missing it or like I didn't even see it. I did not reach out to her and ask her if she maybe forgot to do it or.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see, um.
[CUSTOMER][NEUTRAL] But I can
[AGENT][NEUTRAL] I wish they
[AGENT][NEUTRAL] Because it says received two checks for the same amount.
[AGENT][NEUTRAL] Check.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] 203-8707 which was is outstanding I'm assuming that's one of them 401-22 and then she has 203-8426 which is also outstanding of course because it was just issued for 401 let's see so one was issued on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] The other one was issued on [PII], so like 3 days later it's like what is going on?
[CUSTOMER][NEUTRAL] And then one
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Oh that's what I was saying because I was like which one was issued first and then I'm like OK let me check my notes I'm like sometimes it'll say what it was for um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and you know what, I don't even know if we had Cohub request.
[AGENT][NEUTRAL] When we, well we did recently, but back in we we didn't have it.
[AGENT][NEUTRAL] In [PII], but this is showing [PII], which is showing the new, the most recent check.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So, but why would we, uh, hang on, let me say something real quick. I wonder if it was like unclaimed property type stuff still should have been voided in the system.
[CUSTOMER][NEUTRAL] Oh, it may have been.
[CUSTOMER][NEUTRAL] Right, let's see.
[AGENT][NEUTRAL] But let me
[CUSTOMER][NEUTRAL] I'm checking SharePoint again to see if I see anything.
[AGENT][NEUTRAL] On the
[AGENT][NEUTRAL] OK, um, let me see under this correspondence.
[AGENT][NEUTRAL] This is definitely an unusual situation.
[AGENT][NEUTRAL] OK, so I see under correspondence.
[AGENT][NEUTRAL] That we have check number and this one is in regards to 8426. It says that it replaces that original.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then on [PII] it's correspondence but it's not saying that it's replacing the other one it's still saying that it replaces the original.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] But like who's issuing these? let me see if I can figure that out.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] It doesn't it just shows.
[AGENT][NEUTRAL] Unknown action.
[AGENT][NEGATIVE] Doesn't show doesn't show like who did it who uploaded it, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's not anything out here.
[AGENT][NEUTRAL] Um, since this is Medlink, I might can get Sandra. I'm also going to double check and see if somewhere.
[AGENT][NEUTRAL] I can find it in the hub. I don't know, um, let's see, 0094517. OK, so it's not 945517. 0, I may have found something.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Oh yay.
[AGENT][NEGATIVE] OK, it shows not started.
[CUSTOMER][NEUTRAL] Uh, well, that makes sense then.
[AGENT][NEUTRAL] Um, OK, so it says.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So from [PII] regarding two checks she received, both were for the same amount. These notes are referencing them as replacement check. Insured wants to know if she should have received two and what claims they would have been for. I was not sure if it was reissued twice in error. Her call back is this. Then [PII] on the care team says please see below message and handle as appropriate. That was on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was assigned to [PII], um.
[AGENT][NEUTRAL] [PII], I think was out yesterday and [PII] would have been.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sunday, the heck, who's working on Sunday? No, it would have been Monday. Sorry, today is Wednesday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let's see, let me see if she's been out. I think she's been out all week.
[AGENT][NEUTRAL] Uh, [PII] left at [PII] on Monday morning, but it looks like she's been here the rest of the week, so I don't know why it would have been assigned to [PII], but it was, um, either way I can, I can reach out because like I said it's not voided in line. What, what are these checks for because we have.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And the original, um,
[AGENT][NEGATIVE] Is showing as voided. So the original was voided.
[CUSTOMER][NEUTRAL] Right, right. OK. Well, I, uh.
[AGENT][NEUTRAL] But it wasn't voided in line and reissued, so that's where it's just like what is going on.
[CUSTOMER][POSITIVE] Right, well, good job finding that thing. I couldn't even find that so.
[AGENT][NEUTRAL] Oh, sometimes, so depending on who creates the, the request, sometimes they'll put the zeros and stuff in front of the policy number and sometimes they don't, so you just have to try all the ways.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] All right. All right.
[AGENT][NEUTRAL] But yeah, let me reach out to [PII] or [PII] and see if somebody knows what's going on or if they've looked into it because like I said this note from [PII] is from 421.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. OK.
[AGENT][NEUTRAL] And that was Monday and I know [PII] left early, but it's Wednesday now and we still don't know what's going on so.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] I know somebody was supposed to call her back already, but tell her I promise somebody will call her back this time.
[CUSTOMER][NEUTRAL] OK, so we'll.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] No, yeah, no, definitely, and now that I can confirm the request and everything like that, that'll probably make her feel better, so I appreciate all your help with this, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, no problem at all.
[CUSTOMER][POSITIVE] All right have a good day.
[AGENT][NEUTRAL] You too.