AccountId: 011433970860
ContactId: 87be1b50-dfec-41e7-a10a-7f5ade9f0e8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1554599 ms
Total Talk Time (AGENT): 532827 ms
Total Talk Time (CUSTOMER): 728904 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/87be1b50-dfec-41e7-a10a-7f5ade9f0e8e_20250130T16:59_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I have um some checks that were sent to our, our company and I need to see if they're still valid to cash, um, or if they need to be reissued.
[CUSTOMER][NEUTRAL] Cause they're they're old.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK. All right. And may I have your name?
[CUSTOMER][NEUTRAL] Uh, my name or the company's name?
[AGENT][NEUTRAL] Your name first?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] [PII] and a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and the name of the company?
[CUSTOMER][NEUTRAL] It's Apple Green Central Services.
[AGENT][NEUTRAL] OK. And um so you have only the check numbers, you don't have any policy numbers or anything like that?
[CUSTOMER][NEUTRAL] I mean I have the checks in front of me um.
[CUSTOMER][NEUTRAL] Gonna give the detail on the stuff of what they are, but I'm pretty sure they're scale dated because they're well past, I think the 6 month period. Um, just wanted to see if they'd already been I don't know if they automatically get reissued or if I needed to call to initiate that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, no, um, if they're not cash, they're, they're voided, but they're not reissued because we don't know if they just got there or they're, we have the wrong address or anything like that. So, um, let me go ahead and get the first check number and see if I can find it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, it is 01860354.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh, so this is for an overpayment. So this is for a group, um, let me get that. Oh, OK, um, bear with me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you confirm that group number for me?
[CUSTOMER][NEUTRAL] Um, is it listed on the stub?
[AGENT][NEUTRAL] Um, yeah, I should, yes.
[CUSTOMER][NEUTRAL] I've got 2525688, not sure if that's it or not.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah, that's it, yes. OK, and um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], can you verify the mailing address as well?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. That's [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right. And um OK, let me have the other check number or if you have um just give me all the check numbers because I'll have to get um group billing department on the line, but I'd rather have all the checks already so they can just go ahead and pull that information, OK? All right.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, yeah, of course.
[CUSTOMER][NEUTRAL] So I just gave you the one that ended in 354, right? That's the one I gave you?
[AGENT][POSITIVE] Yes, mhm, yes, that's correct.
[CUSTOMER][NEUTRAL] OK, alright, the next, the next one is 018.
[CUSTOMER][NEUTRAL] 583-51
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Just let me know you're ready for the next one.
[AGENT][NEUTRAL] Um, just one minute.
[AGENT][NEUTRAL] OK. What's the next one?
[CUSTOMER][NEUTRAL] 018581508 is that the one I just gave you?
[AGENT][NEUTRAL] No, 150, 1,858,150. OK, let me try that one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, can I get that one right? Let me try one more time.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And then 0.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] 01857886
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's all I have.
[AGENT][NEUTRAL] OK, so 134. All right.
[CUSTOMER][NEUTRAL] Is there, is there any way since we're kind of doing this for them to see if there's any others that possibly that we didn't get that were never cashed and voided besides these four?
[AGENT][NEUTRAL] Yeah, they, they, um they're the ones that handle any refund premium. So yeah, they will be able to know if there's anything over there on there either overpayment or refund or anything like that. OK, so let me go ahead and get them on the line. One moment.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, Ms. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII] how are you? this is [PII].
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good, I'm good. Um, I have a um group in the line that, um, she's calling about some checks that were sent for overpayment. Um, it was 4 checks that she received but they never cashed and they're calling to see if they need to be reissued or if they have any more in the system that they don't have in their hands. Uh, so they're just looking for overpayment checks.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] It is 256-888.
[CUSTOMER][NEUTRAL] And he's on the phone?
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Is she the contact?
[AGENT][NEUTRAL] She's not the primary contact, no.
[AGENT][NEUTRAL] She found it online.
[CUSTOMER][NEUTRAL] OK, well, I'm not gonna be able to give her any information as far as.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Checks outstanding. Um.
[CUSTOMER][NEUTRAL] Apple Green Central Services Welcome centers.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah. Do you need me to tell her to, to see if she can get uh one of the contact person on the line?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me look at something else real quick.
[CUSTOMER][NEUTRAL] OK, so my my eyeball.
[AGENT][NEUTRAL] 00, I know that's.
[CUSTOMER][NEUTRAL] Oh right, um.
[AGENT][NEUTRAL] April
[CUSTOMER][NEUTRAL] Alright, is she OK, December and December. Her email from [PII]nnifer's contact group over payment plan change.
[CUSTOMER][NEUTRAL] Back in July.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I got the 4 checks if you need it.
[CUSTOMER][NEUTRAL] Um, let me pull those up in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm very sure.
[CUSTOMER][NEUTRAL] Alright, so.
[CUSTOMER][NEUTRAL] I'm chewing on my shoelace.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I've got one.
[CUSTOMER][NEUTRAL] For 11654.
[CUSTOMER][NEUTRAL] That's one of the ones they're asking about.
[AGENT][NEUTRAL] Let me see, um.
[AGENT][NEUTRAL] Let me see if that's the first one she gave me.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So that's 1472.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] that one.
[AGENT][NEUTRAL] Uh, that one is 936, yeah, it looks like it's this one you're looking at claim or check number 1858351.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] For 11654?
[AGENT][NEUTRAL] Mm, let me, no, that's not 116. Mm no.
[CUSTOMER][NEUTRAL] Oh, OK. I was about to say that's not, um, it's not just one, right, hang on one second. I'm pulling up the last few.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, that's 16,680.
[CUSTOMER][NEUTRAL] She's probably calling in regards to the ones that were sent back in June and July that were issued by whoever and he is um.
[CUSTOMER][NEUTRAL] 666.
[CUSTOMER][NEUTRAL] What's one of the check amounts?
[AGENT][NEUTRAL] OK, so I got one for 2:39 64.
[CUSTOMER][NEUTRAL] Do you have that check number?
[AGENT][NEUTRAL] Yes, 1857886.
[CUSTOMER][NEUTRAL] 00, OK, OK, what's another one?
[AGENT][NEUTRAL] Um, the next one is for $103.86 and that's
[CUSTOMER][NEUTRAL] $103 and what?
[AGENT][NEUTRAL] 86 cents.
[CUSTOMER][NEUTRAL] Um, and that's gonna be for 1,858,150.
[AGENT][POSITIVE] Yes, that's correct. Yeah. Mhm.
[CUSTOMER][NEUTRAL] OK, and what's another one?
[AGENT][NEUTRAL] 51. Um, it's gonna be for 16,680.
[CUSTOMER][NEUTRAL] And that's gonna be 1858351.
[CUSTOMER][NEUTRAL] Who, what's the name on these checks?
[CUSTOMER][NEUTRAL] Um, alright, there's that one, OK, hang on, there's 103.
[CUSTOMER][NEUTRAL] Alright, there's 103.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's my 3.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] And there's the 166.
[CUSTOMER][POSITIVE] Alright, I get out of these other ones real quick.
[CUSTOMER][NEUTRAL] 166103. What is that is that the same.
[CUSTOMER][NEUTRAL] Ok that's the same one OK um.
[CUSTOMER][NEUTRAL] And then you said 23964 was the first one, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, let me find that amount real quick.
[CUSTOMER][NEUTRAL] I don't even see that one in.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] I can see that one. Does it have, um, let me, let me look and do something else.
[CUSTOMER][NEUTRAL] Let me ask you.
[CUSTOMER][NEUTRAL] And yeah.
[CUSTOMER][NEUTRAL] Um, you don't.
[CUSTOMER][NEUTRAL] 17.
[CUSTOMER][NEUTRAL] one.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] This was issued on [PII].
[CUSTOMER][NEUTRAL] There's
[CUSTOMER][NEUTRAL] I've got too many screens open. Alright, and then there's 2:39 103166. OK. And what's the you said they were asking about 4 different checks.
[AGENT][NEUTRAL] Yeah, the last one is for 14736.
[CUSTOMER][NEUTRAL] OK, what's the other one?
[CUSTOMER][NEUTRAL] And the check number?
[AGENT][NEUTRAL] It's 186-035-4.
[CUSTOMER][NEUTRAL] 0354.
[CUSTOMER][NEUTRAL] 71.
[CUSTOMER][NEUTRAL] each one.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Memory, she's not.
[CUSTOMER][NEUTRAL] That's customer service.
[CUSTOMER][NEUTRAL] OK, um, at least I know where that MT is the one.
[CUSTOMER][POSITIVE] She issued all these checks and I do believe these are all gonna be.
[CUSTOMER][NEUTRAL] Any questions regarding these particular checks will need to come from memory or from customer service because looking at.
[CUSTOMER][NEUTRAL] Looking at the description on all these, it's refund of premium overpayment due to coverage changes or yeah coverage changes as far as like if they went from couple to um single parent or um whatnot so um these are these questions are gonna need to go to customer service but either way.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So for a reissue, it has to go to customer service as well.
[CUSTOMER][NEUTRAL] Yeah, they'll have to, I mean that, yeah, they'll have to get the checks voided and reissued because it came from them, um, and let's see October and November December, January, February, March.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How many is what's the checks? What are the checks usually say? Does it say 120? I can't remember how many days it says that they're still good, but memory might also need to check with [PII] as far as voiding these checks and reissuing them because looking in the system they're still outstanding so they haven't been voided on our end yet so I don't know if they can still uh I don't know if they'll be able to still cash them.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Um, or if it's outside of the however many days.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That the check says. I can't remember what the check off the top of my head. I can't remember what the check says. I don't know if it's.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I think it's 120 days or something like that, she was telling me. Mhm.
[CUSTOMER][NEUTRAL] I think it, I think let's see that's 369 well let's, yeah 369 12, so that's 4 months. So September October, OK, yeah, so these would I don't know why [PII] hasn't voided [PII] hadn't voided these checks to begin with, but um, yeah, um, customer service will need to have all four of those checks, uh, voided and reissued because those were due to coverage changes, um, that they made.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Gotcha. Oh, OK.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm sorry it took me so long. I was also trying to figure out who MT was, but I was making sure that the 4 checks in question weren't something that group billing actually did, but no, all 4 of those checks are, um, customer service. They, um, issued them due to coverage changes.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] It's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] So the one, even the one that says uh premium overpayment?
[CUSTOMER][NEUTRAL] Which one? Which, what chip number was that one?
[AGENT][NEUTRAL] Uh, the 1,858,150, that was premium for the month of Jan.
[CUSTOMER][NEUTRAL] 1,858,150.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, day 1 10386 group refund for overpayment of premium due to coverage change from single parent to I don't know what the rest of the check says but um.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, OK, so that one is.
[CUSTOMER][NEUTRAL] But yeah, that's all, all of these are gonna be coverage changes, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Gotcha.
[CUSTOMER][NEUTRAL] Yeah, all these are gonna be coverage changes and yeah, if it's 120 days they she's gonna have to go through they were going to get avoided and uh then reissued.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right, let me just get back to her and let her know, and probably I just need to get customer service on the line. OK, thank you. Have a good day. Yes, I understand. OK, bye-bye. You too.
[CUSTOMER][POSITIVE] You're welcome. I'm sorry it took so long.
[CUSTOMER][NEUTRAL] I go
[AGENT][POSITIVE] Thank you for holding and being patient for me. I'm so sorry for the long wait. Um, I was speaking to your billing and, and they were able to pull all the checks and they were letting me know that, um, the checks are refunds due to change on um policies. Um, so being changed on policies, it goes to customer service so it's a different department that needs to handle these, um, but now we have determined that it is due to that. So, um, let me go ahead and get them on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And uh see if we can void a memory issue. She did say this past the time that they're supposed to be cash and they're still outstanding, so um yeah, she, she checked on everything. So that's why we took so long and I'm so sorry for that. So let me just go ahead and tell customer service to see if um how we can void this and we should. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, hello. Can you hear me?
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[AGENT][NEUTRAL] I can hear you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that was weird.
[AGENT][POSITIVE] This is [PII] on the care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so, how are you doing today?
[AGENT][POSITIVE] I'm good, thank you. And who's this? I'm sorry.
[CUSTOMER][NEUTRAL] Memory.
[AGENT][POSITIVE] Oh, memory, yeah, the perfect person. Yay, OK.
[CUSTOMER][NEUTRAL] Well, thank you. I don't know if I should be flattered or concerned.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] both
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well, I have um a group in the line and um I, I call group billing because I thought they handle this, but they say they don't and they told me that you created checks, but it's some checks that um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEGATIVE] That was sent to the group because it was an overpayment for some changes on the policies and um it looks like they never cashed the checks and she has 4 checks that are outstanding and that she needs to know if she can cash them or if it needs to be voided and reissued they are old, they are like 6 months old. Um, so yeah, I think they need to be, you know, voided and reissued, but um I got um Miss um [PII] on the line.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] She is not the main contact of the group. Um, she has access to the online service center, but she's not the main contact of the group and the group number is 256-88.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she provided me the 4 checks she has questions on.
[CUSTOMER][NEUTRAL] OK, Apple green, yeah.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] Yeah, whenever you're ready, I can give you this.
[CUSTOMER][NEUTRAL] Yeah, I sent them a bunch of checks in the past.
[AGENT][NEUTRAL] Yeah, you did. I know. When [PII] told me, oh, it was, uh, it was a memory. I'm like, OK, let me see who I get.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] So when you say that's what I do say memory, I'm like, yes.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] Because you will understand what I'm talking about.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, so, uh, what is Ms. [PII]'s callback number?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, it is [PII]. And like I said, she only gave me 4 and let me give you those numbers so you have it. Um, but she said that she don't know if there's more out there that she don't have, but these are the ones that she's looking at. Um, I've got check number 1860354.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For 144736. Um, I have check number 1858351 for 16,680 cents.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I got check number 1,858,150 for $103.86.
[AGENT][NEUTRAL] And I got check number 18578864 23964.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All of my calls today are long, but they're like, what is she doing?
[CUSTOMER][NEUTRAL] Why is she on the phone so long?
[AGENT][POSITIVE] long today. What she do? because they been long. I'm like, oh my goodness, today is the day, this day.
[AGENT][NEUTRAL] Before I get to resolve big issues.
[CUSTOMER][NEUTRAL] I understand. I had a bunch of problem issues too. Alright, let me see. Um, I know there's a screen I can go to where I can see if they have any more outstanding checks that have been issued to them. Hold on just a second.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, wow.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, what was that screen? I think it's no P A B IQ maybe P A B IQ.
[CUSTOMER][NEUTRAL] Boom, yes, girl. OK, let's see.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, and this is for 20688.
[CUSTOMER][NEGATIVE] Oh well, OK, maybe this is only your policy numbers and not group numbers, crap.
[CUSTOMER][NEUTRAL] OK. All right. Yeah, darn, darn, darn, darn. OK, yeah, um, go ahead and transfer her. Yeah, we're definitely gonna have to void those probably and reissue since they're so old. I think our checks are only good for like 60 days, maybe. I can't remember.
[AGENT][NEUTRAL] Yeah, I think this is only for policy numbers, yeah, because that's the one I'm looking at, I think, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I think you said 120 days or something like that, yeah.
[CUSTOMER][NEUTRAL] Is it 120. OK, yeah, so, um, just go ahead and transfer her and I'll talk to her and see if we can figure out if there's any more.
[AGENT][NEUTRAL] Yeah, something like that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alright, thank you, here she comes. You're welcome.
[CUSTOMER][POSITIVE] Thank you. OK.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. I got Miss Memory on the line. Um, she's gonna assist you with instructions and she's also gonna check and see if she can find some more, um, checks out there, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day and I'm sorry for that long wait.
[CUSTOMER][POSITIVE] That's OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], how are you doing today?
[CUSTOMER][NEUTRAL] I, I'm good. How are you? I'm good. um, so [PII] was telling me that you got some, you found some checks and um they're pretty old, so you were wondering what we needed to do, um, so that y'all can get access to that.
[CUSTOMER][NEGATIVE] Yeah, we had an unfortunate situation where an employee was
[CUSTOMER][NEUTRAL] Um, I guess have some things in their desk, um, that we were unaware of and these checks were part of that discovery, um.
[CUSTOMER][NEUTRAL] Yeah, um, so I have, I only have 4 in my hands, but I'm assuming there's probably more, um, I don't know that for certain though, only I only can tell what I've got paper copies of a, you know, if there's anything else outstanding we never cashed. I'm not sure.
[CUSTOMER][NEUTRAL] OK, yeah, I am working on getting in if we have the capability to just check um the whole group for outstanding check numbers give me just a second.
[CUSTOMER][NEUTRAL] Because these are scale dated is what my assumption was because they're all past that 120 days.
[CUSTOMER][NEUTRAL] OK, so we can um get those, we'll have to get those voided and reissued, um, let's see, and [PII] gave them to me. Let me make sure I just have the correct check numbers um I've got one here for 186-035-4.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, 1858351.
[CUSTOMER][NEUTRAL] That's correct. OK, 1,858,150.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And 1857886.
[CUSTOMER][NEUTRAL] Mhm, that's the ones I have.
[CUSTOMER][POSITIVE] All [PII].
[CUSTOMER][NEUTRAL] OK.