AccountId: 011433970860
ContactId: 7b1cf8a6-f818-4e34-aed3-b84874353039
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215660 ms
Total Talk Time (AGENT): 52338 ms
Total Talk Time (CUSTOMER): 162213 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/7b1cf8a6-f818-4e34-aed3-b84874353039_20250207T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, see, this is [PII] and uh.
[CUSTOMER][NEUTRAL] [PII], um, we just received uh.
[CUSTOMER][NEUTRAL] A claim check uh for my wife, uh, a wellness expense benefit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let me give you the policy number here if that would help you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, 0
[CUSTOMER][NEUTRAL] 00515360.
[AGENT][NEUTRAL] I think
[CUSTOMER][NEUTRAL] And I'm [PII]. It's in regards to my wife [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then if I can just verify your date of birth and address, please.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII]. Uh, address is [PII].
[AGENT][POSITIVE] Alright, thank you so much. So what kind of questions did we have today?
[CUSTOMER][NEGATIVE] OK, well, they sent two envelopes and I was expecting one payment of $75 because of the wellness benefits. She had an MRI, uh, she, she has, she has cancer but she didn't have any chemo or anything this year or in [PII], but they sent us 22 envelopes and with a check in each one, and I figured it was probably a mistake.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I thought I'd uh call at least let let you know the same check number, same date.
[AGENT][NEUTRAL] Oh, really? It was like a duplicate check?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah, which I, which I wouldn't deposit the second one, but you, you, it looks like it, it's just the one I went to go online, but then I'd have to change my password and then it wouldn't let me do that maybe because it was uh late at night or something, you know, but.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] So in any event that's what I'm presuming happened. I can just void this out or if you want me to send the one the other one back, that is correct, isn't it? There would be just the one check.
[AGENT][NEUTRAL] Yeah, yeah. No, I see, yeah, I see the one.
[CUSTOMER][NEUTRAL] Right, OK, or do you want me to just tear, do you want me to just tear it up because they probably only honor one anyway, wouldn't they?
[AGENT][NEUTRAL] Yeah, it would just sound though.
[CUSTOMER][NEUTRAL] Because it's the same.
[CUSTOMER][NEUTRAL] Everything's duplicate on the check. I mean, but anyway I thought at least let you know because you you apparently have some glitch and you're uh.
[CUSTOMER][NEUTRAL] In your system there that does that.
[AGENT][POSITIVE] Yeah, no, absolutely. I appreciate that. So yeah, I will definitely notate that down and yeah, you can um send back the other one or destroy it.
[CUSTOMER][NEUTRAL] Yeah, I don't want him to, I don't want him to cancel that the check number because, uh, I'll, I'll, it's the same as the other one. The check number is 202-552-2 same date, same account number, everything, and it's made out the same. So I'll deposit one of them today and the other one I'll just tear up, which wouldn't, you know, it wouldn't be honored anyway, uh, I wouldn't think so, uh, OK, so yeah and you're [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name is [PII]. Uh-huh.
[CUSTOMER][POSITIVE] Right, OK, OK, so I'll, I'll just make a note of that and, uh, yeah, we don't have any other claims uh I don't know what's in store for this year, but, but this takes care of [PII], so, uh, OK, well good enough well thank you very much then.
[AGENT][POSITIVE] Awesome. All right.
[AGENT][POSITIVE] You're welcome have a good one.
[CUSTOMER][NEUTRAL] OK bye.