AccountId: 011433970860
ContactId: 62e5843e-1d1d-4410-8852-de1aa89827cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1032880 ms
Total Talk Time (AGENT): 177508 ms
Total Talk Time (CUSTOMER): 129884 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/62e5843e-1d1d-4410-8852-de1aa89827cb_20250625T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I got a letter in the mail in March, um.
[CUSTOMER][NEGATIVE] Referencing a check number that apparently I had not received in cash and I sent back to the fax number to um requesting the form that asking for a replacement check on [PII] and I still have not received that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm, let's take a look. Do you have your policy number or the?
[CUSTOMER][NEUTRAL] Uh, I have the payee reference number and I have the check number.
[AGENT][NEUTRAL] What's the check number? Let me try that.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, 18,709,990.
[AGENT][NEUTRAL] And then what is your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then if you could verify your date of birth and the address we would have had on file for you.
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII] and the address would be [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the check number, the 18,709,990, the correspondence was sent in reference to that check that it wasn't cashed.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEGATIVE] I'm just confused cause when I pulled the check, the check shows cash.
[AGENT][NEUTRAL] And then I was trying to find the like correspondence that was sent out in regards to it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Weird.
[CUSTOMER][NEUTRAL] No, it says after an audit they discovered the beverage groups check had not been presented for payment.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me check again here.
[AGENT][NEUTRAL] It doesn't, did it say it was what it the check was for? Did it say premium?
[CUSTOMER][NEUTRAL] There's a claim.
[CUSTOMER][NEUTRAL] Um, and I have the claim number and the policy number.
[AGENT][NEUTRAL] Is the claim ending in 2552?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] What's the claim number?
[CUSTOMER][NEUTRAL] Claims. OK, the claim number is 0003499004.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yeah, I mean, [PII], the last thing I see the claim and that it was for um a $50 benefit payment, but the check on my side shows that it was cleared. Did you check your banking to see if you had cash the check?
[CUSTOMER][NEUTRAL] No, because you reached out to me, so I just been um.
[AGENT][NEUTRAL] Yeah, like I'm.
[AGENT][NEUTRAL] I, I mean, usually any letters we, we sent out like I can see the letter. I can't even see anything since.
[CUSTOMER][NEUTRAL] I can send you a um.
[CUSTOMER][NEUTRAL] It says to talk to [PII], but I don't have, I tried and they're not there and her extension, but I mean I can send you uh I mean I already faxed it back in.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] The name on the letter is who again? You said [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], should you have any questions, please contact [PII] at extension [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And it says it's from APL.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] APL letterhead.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] She works over in customer service. OK, let me reach out to customer service and see because I'm, yeah, I'm confused.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm just waiting for a response back here. I appreciate your patience.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They're checking on it cause I, I told them I, I don't.
[AGENT][POSITIVE] I can usually even see the letter that you're sent, which is super helpful, so.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] They're still checking on it, it looks like.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like what I need to do is send a message over, um, to a contact and then have them call you back. It seems like it's an old letter, so it may not be valid, but do you have a good callback number? I can have them check on it and then call you back?
[CUSTOMER][NEUTRAL] OK, um, [PII]. I don't know, I mean.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know how it it is old from March but I sent it back in March so.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, I sent it back at the time that it was sent to me, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um
[AGENT][NEUTRAL] Um, I will give your contact info to [PII]. She is the contact dealing with this, and, um, I will pass it along and just let her know that you've gotten the letter we had spoken, and then I'll have her contact you back in regards to this and then get it squared away. I apologize for the confusion.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, you're welcome. Is there anything else I can check on?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] All right, thank you so much. Have a good day.
[CUSTOMER][NEUTRAL] You too.