AccountId: 011433970860
ContactId: 78551fdc-f9ea-4956-8ced-d204ae47ac8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 659390 ms
Total Talk Time (AGENT): 215012 ms
Total Talk Time (CUSTOMER): 317748 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/78551fdc-f9ea-4956-8ced-d204ae47ac8b_20250401T16:49_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I, this is, hello?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello. Uh, this is [PII]. Um, can you hear me?
[AGENT][NEUTRAL] Can you hear me?
[AGENT][POSITIVE] Yes I can.
[CUSTOMER][NEUTRAL] OK. Uh, I need uh to talk to [PII]. I don't know if I've got the right number or not. It said [PII] [PII].
[AGENT][NEUTRAL] Or is it, what was it regarding?
[CUSTOMER][NEUTRAL] Well, I have, uh, I have a check for $880 that um I have misplaced and uh I need to uh find out if I can go ahead and uh put it in my bank or if I have to get a new one.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, do you have a policy with APL?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have your policy number by chance?
[CUSTOMER][NEUTRAL] Uh yes, I do.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think this is the number, but this may be the number of the check. It's 1865283.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that might be the check number. Let me see.
[AGENT][NEUTRAL] Let me look up by your name. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] No, it's just one [PII]
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I have a, it says a payee reference number.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And let's see, I have uh in payment of it tells a claims paid on policy. Oh, here's the policy number. Do you need that now?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 00087301
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see if I can pull this up.
[AGENT][NEUTRAL] OK, what is your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and is there a good number I can call you back at just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, there is. Uh, I was hoping I could, uh, get this straightened out right now.
[AGENT][NEUTRAL] Yeah, it's uh
[CUSTOMER][NEUTRAL] Is it OK if I just hold for a little while?
[AGENT][NEUTRAL] Yeah, absolutely. I just have to have a number for our records.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] And what
[CUSTOMER][NEUTRAL] I'll just hold.
[AGENT][NEUTRAL] Yeah, I just need a telephone number for our record, that's all.
[CUSTOMER][NEUTRAL] [PII], OK. It's, uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII], uh, no, uh, let's say [PII].
[CUSTOMER][NEUTRAL] I can't think of my number.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] I don't even call myself. Oh, let's see, let's see, what is it? Uh [PII]. That's it.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, perfect, thank you. What's your address?
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your city?
[CUSTOMER][NEUTRAL] That [PII], that's [PII] A lot, a lot of people call it [PII], but it's [PII].
[AGENT][NEUTRAL] OK, and then what about your email address?
[CUSTOMER][NEUTRAL] [PII] is the zip code.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a good email address?
[CUSTOMER][NEUTRAL] OK, it's [PII], that's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. OK, let's see. So you've got to check your hand for
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] What was the amount? 880?
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] It's 880.
[CUSTOMER][NEGATIVE] And uh the date was, uh, I just now found it. I've been looking and looking everywhere for it. And the date on it is [PII]. So I was, I was hoping that maybe I wouldn't have to wait for uh another one, but it says on there, you know, it's void, it's not presented within 120 days.
[AGENT][NEUTRAL] OK. Yeah, we'll have to.
[CUSTOMER][NEUTRAL] But I, I haven't ever signed it.
[AGENT][NEUTRAL] What's the, uh, will you give me that check number one more time? I'm so sorry.
[CUSTOMER][NEUTRAL] OK, it's 186-528-3.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You wanna call it back to me?
[AGENT][NEUTRAL] 1865283. Is that right?
[CUSTOMER][POSITIVE] Correct. Yeah, that's right.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] And I have all this information on this last letter I got, um.
[AGENT][NEUTRAL] So who
[CUSTOMER][NEUTRAL] The payee reference number.
[AGENT][NEUTRAL] Who was the letter from?
[CUSTOMER][NEUTRAL] It's from APL.
[AGENT][NEUTRAL] Oh, OK, OK. Is it saying that you haven't cashed the check, is that basically what the letter is stating?
[CUSTOMER][NEUTRAL] It says, uh, during our audit, our records, uh, we discovered that the above reference check numbers issued to you has not been presented to our bank for payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We have listed additional information below to to assist you in locating or determining the status of the check.
[CUSTOMER][POSITIVE] Well, it's pretty, it's green. It's my favorite color.
[AGENT][NEUTRAL] That's mine too.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Is it?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I love grass green, that color green, that's the color I love. Um.
[CUSTOMER][POSITIVE] Oh, I, I just love all colors green. It doesn't matter what it was.
[CUSTOMER][POSITIVE] Even Army green, I like that.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Yeah, I like that too. I, I agree. I like all colors too. Um, OK, so did it, so on the check, I believe it's void after 120 days.
[CUSTOMER][NEUTRAL] That's what it says.
[AGENT][NEGATIVE] OK, OK, all right. OK, so what I'm gonna do is I'm gonna send a request to our department to have this check reissued. Unfortunately, since it's void after 120 days, there's no way to.
[AGENT][NEUTRAL] For you to cash it. um, so.
[CUSTOMER][NEUTRAL] OK, just go ahead and keep it and not sign it or anything, huh?
[AGENT][NEUTRAL] Yeah, you can just shred it, um.
[AGENT][POSITIVE] I'm gonna get this request put in. It'll take about 7 working days. We'll get you a new check mailed out, so be on the lookout for that, um, and then when you get that you'll be good to go.
[CUSTOMER][NEUTRAL] I sure will. I had so much trouble uh getting this one and uh there's a little place at the bottom, you probably know that, so that, uh, it says, uh, you know, I certify that I have not cash or deposited.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then when I have enclosed the original check, do I need to do that?
[AGENT][NEUTRAL] Um, let's see, does it give a self-dressed envelope back to us?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, I don't think so. No, I don't have one.
[AGENT][POSITIVE] OK. Um, yes, if you can do that, that would be great, um.
[AGENT][NEUTRAL] Is that too much trouble?
[CUSTOMER][POSITIVE] No, I'll be glad to do that.
[AGENT][POSITIVE] OK, OK, perfect. OK.
[CUSTOMER][POSITIVE] I'm just, you just can't imagine how happy I was to find this chick.
[AGENT][NEUTRAL] Yeah, no, I understand. It's a lot of money.
[CUSTOMER][NEUTRAL] I stuck it.
[CUSTOMER][NEGATIVE] stuck it in with uh some other stuff that was uh uh another business thing, you know, I have another box and it was stuck in the wrong box.
[AGENT][NEUTRAL] Sure. OK, so verify your address for me one more time. Is that [PII], is that right? [PII].
[CUSTOMER][NEUTRAL] Uh, yeah, [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Um, OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's what we have. So yes, if you will, if you'll get that in the mail to us, OK? I, I didn't realize there's, there is a different process and that's the one that we're talking about right now. So if you will mail that back to us, we'll see that obviously you have not cashed the check. Once we receive that back, we'll.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and
[AGENT][POSITIVE] Immediately get it reissued.
[CUSTOMER][NEUTRAL] OK. And let's see, it says, uh, I have not cashed or deposited. Let's see what it says about signing it.
[CUSTOMER][NEGATIVE] I don't get, yeah, no, I just signed this paper and it says do not detach, so I'll send that whole thing.
[AGENT][NEUTRAL] Yeah, right.
[AGENT][POSITIVE] OK, OK, that sounds perfect, yes.
[CUSTOMER][NEUTRAL] With the check.
[CUSTOMER][NEUTRAL] And what's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] What, what is your name?
[AGENT][NEUTRAL] My name's [PII].
[CUSTOMER][POSITIVE] Oh, [PII], hi. Thank you so much. You've been so nice.
[AGENT][NEUTRAL] Yeah, anything else I can help with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Well, I just think that you have done a good job and that's all I need.
[AGENT][POSITIVE] OK, well, perfect. We'll get that back to us once we receive it, we'll get it reissued immediately and then you'll be good to go on a shopping spree.
[CUSTOMER][POSITIVE] You, you said that right because my two daughters and I go shopping, uh, about once a week. That's our hobby.
[AGENT][POSITIVE] Uh-huh, it's fun.
[AGENT][POSITIVE] I like shopping.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] All right, Ms. [PII]. Have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] All right, bye.