AccountId: 011433970860
ContactId: 6ba9f090-5b9c-404e-9371-11c9b12082ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236919 ms
Total Talk Time (AGENT): 73952 ms
Total Talk Time (CUSTOMER): 113650 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/6ba9f090-5b9c-404e-9371-11c9b12082ee_20250310T22:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling regarding, um, I got a letter um regarding an outstanding check.
[AGENT][NEUTRAL] OK, um, let's take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, hold on, no, I don't have my policy number. I have a payee reference number and
[CUSTOMER][NEUTRAL] Uh, outstanding check number, I don't know if that will help.
[AGENT][NEUTRAL] OK, yeah, you can give me the check number.
[CUSTOMER][NEUTRAL] It says 1862866.
[AGENT][NEUTRAL] Alright, let me pull this up here. Give me just a second.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] What's your first and last name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then I'll need your date of birth and the address we would have had on file.
[CUSTOMER][NEUTRAL] Um, it's [PII]. Um, address on file, um, is [PII].
[AGENT][NEUTRAL] So actually the address we have on file is [PII].
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] Oh, it is [PII]. OK.
[CUSTOMER][NEGATIVE] Um, and then I got this letter saying that uh check was not cleared.
[CUSTOMER][NEUTRAL] Um, I did not receive that check because, um, we actually moved that address on file, um.
[CUSTOMER][NEUTRAL] That's not current anymore.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so what's the new address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] OK. So that was [PII], which is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, so yeah, the check still shows outstanding, so what we'll need to do is void it and just reissue a new one.
[CUSTOMER][NEUTRAL] Yeah, so I actually
[CUSTOMER][NEUTRAL] No, I didn't, I didn't actually, um, receive the check, but I got a letter that says it's still, um, that if I did not, uh, if I did not receive it or if I did not, uh, pass it to fax a paper and I did fax it on Friday.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I did not I did not put on the paper the updated address.
[CUSTOMER][POSITIVE] I really love this.
[AGENT][NEUTRAL] OK, yeah, so what I will do is update the address and make sure they have the corrected address and claims that way a new check can be sent.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, is there anything else I can check on for you today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] OK