AccountId: 011433970860
ContactId: 81485ded-f034-4d8f-addc-2bc50405a4c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287100 ms
Total Talk Time (AGENT): 99074 ms
Total Talk Time (CUSTOMER): 167805 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/81485ded-f034-4d8f-addc-2bc50405a4c9_20250321T19:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I will give you my policy number first and then we'll start. It's 00408307.
[AGENT][NEUTRAL] OK, let me pull this up here.
[AGENT][NEUTRAL] All right. And then [PII], if I could just verify please your date of birth and address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what's the email address we should have on here?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Looks like we have an [PII]. Is that one still good or do we need to change it?
[CUSTOMER][NEUTRAL] That must be my that's probably my husband's. Um, I think, and I think it's [PII], it's either [PII] or [PII], but that's his. Uh, you probably don't have my mine on file, which is fine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right, not a problem. How can I help today, [PII]?
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I've called a couple of times, and the last time I called up, you can probably maybe pull up what my thing, but I had sent in some uh mammogram.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] uh, invoices or copies of when I had um mammograms, and y'all had issued me a check way back, and I lost that check. So I called again, and they were going to send me another check, which the last lady I talked to shows where they printed me another check, but I've never received that check. So she was going to see if it had been.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, if it had gone through the bank or if it had been cashed and I just don't remember it, but I have no recollection of the second check.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like they completed the reissue on the [PII].
[CUSTOMER][NEUTRAL] Of
[AGENT][NEUTRAL] This month
[CUSTOMER][NEUTRAL] OK, so maybe they reissued one because I talked to her, uh, you know, several days ago, earlier in the month. I don't remember the exact date. So, um, I was just wondering, like, you know, I haven't gotten it yet, and I told her I had no recollection of getting the.
[CUSTOMER][NEUTRAL] The 2nd check and so she was going to check, you know, to see if it had cleared through the bank or whatever you have to do.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me see. OK, yeah, so yeah, I do see that you had called earlier in the month and they sent a request over on the [PII] to have the check, um, looked at and it was verified that it was not uh cash, so they voided that and then there was a reissue done on the [PII] it looks like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's just, OK, it still may come. If it doesn't come, I will call back. I don't know what, what's happened, but anyway, uh,
[CUSTOMER][NEUTRAL] I, obviously, I haven't cashed them, or they would show on your, the bookkeeping end of your office that those checks had been cashed. So.
[AGENT][NEUTRAL] Right, absolutely. So yeah, I would, if let's see, when was the [PII] here, just a few days ago.
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] And you're
[CUSTOMER][NEUTRAL] Yeah, so it's probably gonna take a while.
[AGENT][NEUTRAL] Yeah, I would give it until, yeah, I would give it until the middle of next week because it's coming from [PII], so, um, yeah, so I feel like you should have it if it was issued, um, showing on the [PII] maybe sent out yesterday, I would give it till Wednesday or Thursday of next week. You should probably have it by then, OK?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I guess my main question was, did it, whoever I talk or whoever I talked to, did they find out if it had been cash or not? So I got the answer to that. So now I just
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll just patiently wait. I appreciate your time and for answering my question.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am. No problem. Anything else I can do for you?
[CUSTOMER][POSITIVE] No, ma'am, that's all. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] All right bye bye. That was.
[AGENT][NEUTRAL] Bye bye