AccountId: 011433970860
ContactId: 6526e0d3-faf7-4444-a0ce-c873f97d8287
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337899 ms
Total Talk Time (AGENT): 83213 ms
Total Talk Time (CUSTOMER): 141942 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/6526e0d3-faf7-4444-a0ce-c873f97d8287_20250304T21:16_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, I got, I don't know why I got some checks from you. Um, what's an explanation of benefits, but what I realized is that I got two of the same check with the same check number, same date, same amount, and I'm was just really confused as to
[CUSTOMER][NEGATIVE] What happened and I just wanna, I'm gonna void the one check and shred it but because it's a duplicate of the other one.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I just wanted to know maybe if you knew why I got two checks, the same check.
[AGENT][NEUTRAL] OK, may I have the policy number?
[CUSTOMER][NEUTRAL] 02555476.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And lastly, could you please verify your date of birth with me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I do need to verify the mailing address that is listed on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And could you verify the email address that we have listed is correct as well?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much for verifying your policy.
[AGENT][NEUTRAL] And you received some claims, is this for you or?
[CUSTOMER][NEUTRAL] Uh, no, um, I must, I went, probably went, went to the doctor and they filed and for some reason, I got sent a check, two checks.
[CUSTOMER][NEUTRAL] I had called a while ago to find out why I got sent checks, but um, anyway, I got sent two checks, but both the checks were the same, they were duplicates, they were the exact same check.
[CUSTOMER][NEUTRAL] Silly be.
[AGENT][NEUTRAL] OK, may I have one of the check numbers that's listed on there?
[CUSTOMER][NEUTRAL] Sure, the check number is 2016899. They're both the same.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And just in case the call is disconnected, may I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And is that for the amount of $45?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Now I'm not actually sure why it was a duplicate check, but if they're the same check number, like you said, you could just void one because it both of them one cash with it being the same check number, so.
[CUSTOMER][NEUTRAL] Yeah, but, yeah, but I couldn't do it with the bank anyway, but it was like weird and I don't know why I got a duplicate of it, um, because then I, and then I got a bill from the doctor and I turned around and paid them like $60 and I'm like, OK, you gave me 405. I don't know, it's cheaper if I just pay cash, I think.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We did actually make a payment to the provider for the data service as well.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] A payment of $30 was made.
[CUSTOMER][NEUTRAL] Yeah, well, I got bills. I got bills too, so that's kind of weird, OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, well, I just wanted to just make a note that I get received duplicate checks but I was voiding one.
[AGENT][NEUTRAL] OK, and I will reach out to my supervisor in regards to those those duplicate checks as well to see if there's anything that needs to be researched further into that.
[CUSTOMER][NEGATIVE] Yeah, I don't know why I would have gotten a check.
[AGENT][POSITIVE] But I do want to thank you for
[CUSTOMER][NEUTRAL] Yeah, I, I called a couple of months ago when I got this, but then I got busy and I'm working, you know, and found a few minutes here, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I was just trying to figure out.
[CUSTOMER][NEUTRAL] Um, I never heard back, so I just think, well, OK, I cash one and I cash one and that, that was the end of that, I guess. So, but I wasn't sure why I was getting a check anyway, but it all worked out.
[AGENT][POSITIVE] OK, well, I do wanna thank you so much, Ms. [PII], for notifying of that and as I said, I will do a little further research on that as well.
[CUSTOMER][POSITIVE] OK. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Thank you and thank you so much for calling American Life. Have a great day.
[CUSTOMER][POSITIVE] Take care now.
[CUSTOMER][NEUTRAL] OK, bye, bye.