AccountId: 011433970860
ContactId: 57dd92ee-f70b-4e45-ac2a-d6ea7e575f04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166009 ms
Total Talk Time (AGENT): 51539 ms
Total Talk Time (CUSTOMER): 97423 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/57dd92ee-f70b-4e45-ac2a-d6ea7e575f04_20250207T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I just wanted to let you, you know, or let somebody know that we received two checks, uh, kind of for some claim uh for two claims, but they're identical checks, identical check numbers I think I don't know for some reason they were just 2 cents as opposed to probably 1 maybe I just want to alert y'all so.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] Yeah,
[AGENT][POSITIVE] That's so funny. If you don't mind, can I get your policy number? because you're the 2nd person that's called me today with that. I just want to note date down the policy.
[CUSTOMER][NEUTRAL] Oh, OK, sure, the policy number is 00708.
[CUSTOMER][NEUTRAL] 382.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I could just confirm your uh first, last name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure, so the, I'm, I'm calling on behalf of my wife. I'm the claimant, but the insured, I guess listed under insured as [PII]
[AGENT][POSITIVE] OK, thank you so much and then.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And I'll, it's like why you're kind of looking it's like there's one the additional squirrelly thing about this is like I think we, we were supposed to receive a check for this a while back we never received it and then there was like, you know, so my wife called and I think there was a process to kind of cancel that check.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Avoided.
[CUSTOMER][NEUTRAL] And then there was, you know, again another yes there was a voiding process so it's like and then but you know again as it turned out then maybe because of that I'm not really sure but uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But when two checks came in today it's like they were not too they are they were both issued on the [PII] and they're the same check number so so I don't I I don't know if that has anything to do with it but um but they're not they're identical checks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and just to confirm the check number ends in 5494 correct?
[CUSTOMER][NEUTRAL] Correct, and there are 2 of those.
[AGENT][NEUTRAL] OK, OK, I will forward the information along, [PII]. I appreciate you letting us know. You of course can just destroy the the second one, and then I will, yeah, I will forward this along so.
[CUSTOMER][NEUTRAL] Extra one, yeah.
[CUSTOMER][NEUTRAL] OK, we just wanted to give you a heads up.
[AGENT][POSITIVE] Thank you so much. We appreciate it. You have a good day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Take care bye.
[AGENT][NEUTRAL] Bye-bye.