AccountId: 011433970860
ContactId: 8a5da35f-1dc7-44bd-ae02-d5b7b90a7565
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 818340 ms
Total Talk Time (AGENT): 292151 ms
Total Talk Time (CUSTOMER): 296467 ms
Interruptions: 15
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/8a5da35f-1dc7-44bd-ae02-d5b7b90a7565_20250609T21:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] I just received a letter regarding uh.
[CUSTOMER][NEGATIVE] Check I supposed to they send it to me but I don't know what company is this.
[AGENT][NEUTRAL] This is APL we're uh in an insurance company.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Oh insurance because.
[AGENT][NEUTRAL] Yes, ma'am, you guys have maybe um uh cancer or uh cancer policies or accident policies.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Maybe a Medlink which is like a gap policy.
[CUSTOMER][NEUTRAL] No, let me give you the check numbers uh.
[AGENT][NEUTRAL] Let's see, what's
[AGENT][NEUTRAL] What's the, yeah, what's the group number on that check? Does it have a group number?
[CUSTOMER][NEUTRAL] Uh, it's a 2003923.
[CUSTOMER][NEUTRAL] I don't remember. I never see this check or anything. Maybe they send it to the wrong person. It's $98. I don't know.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What's the name that the check is made out to?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Would you spell that for me?
[CUSTOMER][NEUTRAL] Well they send it to the.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] I sincerely apologize for your accent's making a little hard for me to understand. Would you spell it one more time for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm 00 it has here.
[AGENT][NEUTRAL] No, no, I apologize.
[CUSTOMER][NEUTRAL] Yeah, mhm, OK.
[CUSTOMER][NEUTRAL] Maybe you send to the wrong person, I don't know.
[AGENT][NEUTRAL] If you could just spell that name for me one more time.
[CUSTOMER][NEUTRAL] first name is [PII]. My last name is [PII].
[AGENT][NEUTRAL] And it's made out to you? OK, that, that does help me. Let's see here.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Let me, would, would you be OK to give me your social security number? Maybe I can pull it up that way.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Try this one.
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] I'm, I'm so sorry. Would you mind giving that to me one more time?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Happy.
[AGENT][NEUTRAL] Alright, I don't have anything like that so.
[CUSTOMER][NEGATIVE] No, I think they send it to the wrong person. I don't know. I never see the check and I don't know which company you say it's a kind of insurance policy or something like that.
[AGENT][NEUTRAL] Well it would be insurance you had through an employer, so if we sent it to you directly that means that there was an overpayment on a policy that you had through an employer um I'm just trying to figure out another way of searching, let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Where does your brother move to?
[AGENT][NEUTRAL] But if that number is correct that I put in, let's see I have [PII].
[CUSTOMER][NEUTRAL] Oh yeah, uh.
[CUSTOMER][POSITIVE] He wasn't that nice, right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I don't have anything coming up with that social security number.
[CUSTOMER][NEUTRAL] Nothing maybe they send it to their own person, I guess.
[AGENT][NEUTRAL] Well, we would only send it to an address that we had on file for an individual, but.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I'm not even my name is not even reflecting anywhere in this company.
[CUSTOMER][NEUTRAL] But I don't know whether I got a name.
[AGENT][NEUTRAL] And that the
[AGENT][NEUTRAL] The name made out to the the check is made out to you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I don't know. They say, uh, refer outstanding check number and they got my name and my address. I don't know.
[AGENT][NEUTRAL] Right, but the check itself that you see.
[CUSTOMER][NEUTRAL] They say during that routine. No, I don't remember, I never.
[AGENT][NEUTRAL] Who is it made out to?
[CUSTOMER][NEUTRAL] They say, under my name.
[CUSTOMER][NEUTRAL] They got a pay reference number. I can help you.
[AGENT][NEUTRAL] Um, let's see, let me see if that helps. Let's see here, um.
[CUSTOMER][NEUTRAL] They say premium over payment or something.
[AGENT][NEUTRAL] What is the check number?
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] 2508625
[AGENT][NEUTRAL] 625. OK.
[CUSTOMER][NEUTRAL] Pay reference number, uh huh.
[AGENT][NEUTRAL] I don't have anything there but that was under groups let me check one more place.
[CUSTOMER][NEUTRAL] Let me give you the check number. check number is 200.
[CUSTOMER][NEUTRAL] 392 3.
[AGENT][NEUTRAL] OK, let's try that real quick.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was like
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][POSITIVE] Yeah, that was beautiful
[CUSTOMER][NEUTRAL] If I can the river was like.
[AGENT][NEUTRAL] Let me just look at all the places that I can.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I don't see it just yet, but.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] I'm not sure where it would be kept for an individual, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claim check number.
[CUSTOMER][NEUTRAL] I could find
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Was kind of overpayment or something.
[AGENT][NEUTRAL] Yes ma'am, it, it was, it's probably an overpayment on a policy.
[AGENT][NEUTRAL] That um
[CUSTOMER][NEUTRAL] Mhm yeah but.
[AGENT][NEUTRAL] That was taken. Let's see that's check number here.
[CUSTOMER][NEUTRAL] Yeah, we get so.
[AGENT][NEUTRAL] I don't, I don't see it anywhere.
[AGENT][NEUTRAL] Alright, I'm gonna put you on hold for just one moment, OK?
[CUSTOMER][NEUTRAL] Sure go ahead.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Customer service
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] This is not it.
[AGENT][NEUTRAL] Administry's gonna be under administrative.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Somebody, anybody.
[AGENT][NEUTRAL] So I already looked there.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the policy.
[AGENT][NEUTRAL] CQP.
[AGENT][NEUTRAL] 250.
[AGENT][NEUTRAL] 865 well that was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I apologize for that hold. I didn't realize I'm still learning about individuals checks that that payer ID was the policy number, so I was able to pull something up. I just need to verify some information real quick. Let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Would you be able to give me your street address?
[CUSTOMER][NEUTRAL] I'm located [PII].
[AGENT][NEUTRAL] And this is your address correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I just wanna make sure I did find one let's see, get that information. It looks like this was a disability insurance policy plan and.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was
[AGENT][NEUTRAL] Activated it was back in [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm thinking that they must have canceled the policy as soon as they opened it because it looks like the very next month future labs date, yes.
[CUSTOMER][NEUTRAL] I'm just
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Because I never received the check, I not even know, uh-huh, that means.
[AGENT][NEUTRAL] So your, your employer must have taken that money out of your check and paid for the policy and then canceled it because maybe I don't know, maybe um let's see.
[CUSTOMER][NEGATIVE] Just forget about it.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The Palace is not active anymore, uh.
[AGENT][POSITIVE] Correct, it was Union Bank and Trust.
[CUSTOMER][NEUTRAL] Bank and trust, I don't know which policy let's see, I don't remember.
[AGENT][NEUTRAL] That might have been like there.
[AGENT][NEUTRAL] Yeah, it was a disability policy and I'm thinking it's because they took money out of your check and then they canceled the policy they backdated uh maybe you left the company prior.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I never been in disability. I don't remember for the since [PII]. I don't know.
[AGENT][NEUTRAL] So that we, we refunded the money because it was money that we received and they canceled the policy back to the date that the effective date so it was actually never affected effective so it was as if it never was.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, maybe they, they got the wrong person. I've never been in disability and I don't remember. I got the insurance, but really.
[AGENT][NEUTRAL] No ma'am, it's not that you were on disability, it was a disability policy and your employer withheld, yes ma'am they withheld money out of your check in order to pay for that policy, but you must have left maybe the company or you told them you did not want it after they had already taken money out of your check and paid us.
[CUSTOMER][NEUTRAL] Oh, policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, mhm. OK.
[AGENT][NEUTRAL] So they had us cancel the policy and as if it never existed and so we return that money to you once we realized that we still had it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, because I don't, I don't remember I received it, but anyway, I just wanna make sure. OK, thank you very much for your help.
[AGENT][POSITIVE] It's a legitimate check, yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you. OK, take care. You too. OK.
[AGENT][POSITIVE] Yes ma'am you have a good day. Thanks for calling ATO.