AccountId: 011433970860
ContactId: 3e90346d-848d-42cd-9e4d-10286db8b2e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 465359 ms
Total Talk Time (AGENT): 257144 ms
Total Talk Time (CUSTOMER): 166504 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/3e90346d-848d-42cd-9e4d-10286db8b2e8_20250514T17:26_UTC.wav
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[AGENT][POSITIVE] Afternoon thank you for calling.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] May I help you?
[CUSTOMER][NEUTRAL] Uh sorry, disconnected for a second. This is [PII] over at APL and the care team. I have a Miss [PII] on the line. Uh, I guess she had a call with someone in customer service Monday and called, oh, it was you. She's calling back, um, and asking about.
[AGENT][NEUTRAL] It was me
[AGENT][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Um, give me her number.
[CUSTOMER][NEUTRAL] OK, um, I have her on the line. Oh, you want your her policy number, sorry.
[AGENT][NEUTRAL] Yeah, I've got her name, but the reason I didn't write the policy number down and I've got her phone number. What's the policy number?
[CUSTOMER][NEUTRAL] OK. 021.
[CUSTOMER][NEUTRAL] 50
[CUSTOMER][NEUTRAL] 345.
[AGENT][POSITIVE] All right, you can go ahead and send it to me, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, ma'am. I have someone from customer service on the line, OK?
[CUSTOMER][POSITIVE] OK, thank you. Thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Hi, I'm doing OK.
[AGENT][NEUTRAL] I did get some research done on your information and I did get with our billing department and what we discovered is that you did have an overpayment for 2 months in which we did mail the checks out in February. Um, you should have received them by now. We also double checked to make sure the checks cleared the bank and they seem to have cleared, but you were only supposed to receive 2 months and we did send that back. We actually sent 2 checks.
[CUSTOMER][NEUTRAL] And it was for February of this year.
[AGENT][NEUTRAL] It was for January and February. Yes, ma'am. You had two checks you should have got. From what she stated that she
[CUSTOMER][NEGATIVE] I never received them.
[AGENT][NEUTRAL] Well, they cleared the bank, so somebody cashed them, it had to be in your name. Nobody would have been able to do that but you.
[CUSTOMER][NEUTRAL] I mean, if somebody is a criminal, yes they would. I mean, I wouldn't be calling if I received the checks and cash them. That's why I'm calling now because when I called back and
[CUSTOMER][NEGATIVE] April, they told me, well, in March, they told me they hadn't received the overpayment for my job. My premiums hadn't been received, so I mean.
[CUSTOMER][NEUTRAL] Did I, I, is my name on the back of the check? Did they endorse so can you send me a copy because I never received any payments. I mean, I wouldn't be calling if I had received them.
[AGENT][NEUTRAL] It looks like one check went out on [PII] and then the other check went out on [PII]. Um, I'll get with the billing clerk and let her know that you're stating you didn't receive them. We'll have to get with our personnel that handles the bank information and.
[AGENT][NEUTRAL] Get the information as far as verification of what they were endorsed and who endorsed them, we'll have to get back with you, but it does show that it was two checks and it was for the month of January and February, both of those checks, um, one of them would have been for January and the other one for February.
[CUSTOMER][NEUTRAL] OK, and they, so they mailed them to my address?
[AGENT][NEUTRAL] Yes, ma'am. It would have went to your home address on file, which is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am, that's my address.
[AGENT][NEUTRAL] Let me make sure, let me pull up here.
[CUSTOMER][NEGATIVE] Yeah, I, I didn't receive them. I mean, that's, that's why, that's why I'm calling because I never received it. So I was actually.
[CUSTOMER][NEUTRAL] I was shredding up papers.
[CUSTOMER][NEGATIVE] Over the weekend and I called in Monday to inquire about the um overpayment that they had received because every time I called they were saying that they hadn't received the premium for my job, so it wasn't an overpayment.
[CUSTOMER][NEGATIVE] So I never received those checks.
[AGENT][NEUTRAL] It looks like they did get the overpayment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It looks like we started receiving the overpayment in February, on [PII], um.
[AGENT][NEUTRAL] And that's why we released the check.
[AGENT][NEUTRAL] Because we also it was paid from claims so we released a check on that.
[AGENT][NEUTRAL] And then it looks like thereafter they, they've been sending it in since [PII], so you are active and you're paid current, you're actually paid to [PII], um.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I will get back with her and get her to research it. And either I will call you back or she will, since she was the one that submitted the information. Um, she's gonna have to get with our personnel downstairs to see what, you know, cause I did have her check. I said, well, you make sure the checks cleared the bank, and she said that they did. So I'm just going off of what she informed me of. And I am showing that the letter that went out.
[AGENT][NEUTRAL] The first time was actually on [PII], and then the second time it was on [PII].
[AGENT][NEUTRAL] So, um, what
[CUSTOMER][NEUTRAL] And it was, it was, it would say APL. It would come from APL?
[AGENT][NEUTRAL] Yes ma'am, the physical check itself would have APL header on it and it would have the amount of the check as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I never received it and as a matter of fact, we, we have a situation going on now where my daughter had
[CUSTOMER][NEUTRAL] Uh, income tax, state check come from the Department of Revenue and it was for $2,809 and she never received it and they told her to give it 30 days. And once they researched it after 30 days, they got, they did get something back saying that the check was cashed and endorsed. So they sent her a copy of the check.
[CUSTOMER][NEUTRAL] Um, and she had to fill out an affidavit saying she didn't receive it and come to find out if someone that used to live at that address.
[CUSTOMER][NEUTRAL] That live next door now, that got her check and cashed it. So she had to just do a police report, so I may have to do the same thing, but I didn't receive neither one of those checks. That's why I called.
[AGENT][NEUTRAL] OK, I'm gonna get with the billing clerk and have her do a little bit more research and see if we can get copies of the endorsements, Ms. [PII], and let her know that's why you're calling because payment was never received.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And I will have to get back with you. I do apologize, but I didn't understand that was the circumstances initially. I just checked to see if we did refund and if we did, you know, when those refunds went out, um, because to my understanding initially we were looking for those refunds, which they did go out, but based on what you're saying you didn't get them, we're gonna have to look and see and make sure there wasn't any fraudulent activity going on and then from there we'll be able to.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Do what's necessary as far as getting it sent back to you. Um, I'm not sure what procedure that is, but I will check into that. Just to make sure that I have your number correct, can you please reverify? It's [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. I will get this information over and we'll definitely get back to you. Is there anything else I can help you with today, Ms. [PII], before you go?
[CUSTOMER][NEUTRAL] No, ma'am. That'll be it.
[AGENT][POSITIVE] All right well thank you for calling APO and you have a wonderful day as well.
[CUSTOMER][POSITIVE] OK, thank you, you too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.