AccountId: 011433970860
ContactId: 8c2f5c15-cb3f-4fcb-9035-3f5dfba867ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 926179 ms
Total Talk Time (AGENT): 451833 ms
Total Talk Time (CUSTOMER): 278232 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8c2f5c15-cb3f-4fcb-9035-3f5dfba867ea_20250602T20:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I have uh I have it right here.
[CUSTOMER][NEGATIVE] I have an outstanding check number that I don't understand because.
[CUSTOMER][POSITIVE] This insurance is through my work and I was under the impression it's all paid through that.
[AGENT][NEUTRAL] OK, [PII], so you've received something from APL regarding an outstanding check. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, I have uh two of them. One of them is for $17.80. The other one's for $1080.
[AGENT][NEUTRAL] OK, [PII], so what I will have to do is to first pull up your policy information, verify several things with you for security. Then once I can do that, we can um delve a little further into the letters that you've received and go from there, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So first off, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEGATIVE] Policy number also I am recording the phone call just just because I don't trust it. I don't know if this is a scam, but just so you know.
[AGENT][NEUTRAL] Yes, sir, that's fine. Yes, sir, well, all of our calls are recorded as well, so that's fine. Yes, sir.
[CUSTOMER][NEUTRAL] OK, so policy number, I have a payee reference number.
[AGENT][NEUTRAL] Well, first off, [PII], I do need to get your last name.
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, what is the policy number?
[CUSTOMER][NEUTRAL] Uh, the only thing that I have on here because, uh, again.
[CUSTOMER][NEGATIVE] This this came to me out of the blue. I only have the pay the pay reference number and the outstanding check number.
[AGENT][NEUTRAL] OK, so you can give me the check number now. I will have to verify some of your information for security purposes, [PII], once I'm able to locate that check number.
[AGENT][NEUTRAL] To verify that you are who you say you are. So, you can give me the check number and we can start there. You said you have two different check numbers?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah, I got yeah I got 2 of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the first one?
[CUSTOMER][NEUTRAL] Uh, they're actually right next to each other, so the first one is [PII].
[AGENT][NEUTRAL] Uh-huh. And the amount on that check?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] That one is $17.80.
[AGENT][NEUTRAL] OK, thank you and the date, it should have a date.
[CUSTOMER][NEUTRAL] Yeah, it says check date is [PII].
[AGENT][NEUTRAL] OK. All right. And then that's all, that's all the information on the one letter, is that correct?
[CUSTOMER][NEUTRAL] That's, that's what it says on that one and then the other is the same tech number but it's just one number up so it's a 7 at the end.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the amount on that check?
[CUSTOMER][NEUTRAL] It's $10.80.
[AGENT][NEUTRAL] 1080. OK, and the date?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, thank you. So let me first off locate those checks and then we can go from there because I've got to get your policy information. You said that you have our coverage through your employer, you're the subscriber.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] With APL.
[CUSTOMER][NEUTRAL] Even then I, I, I've never seen, yeah, I've never seen the APL before you, before I got these letters.
[AGENT][NEUTRAL] And you've never given your ID card to a doctor or facility for any reason?
[CUSTOMER][NEUTRAL] Oh yeah, I've done that. I've done that like I, I had another 8.
[AGENT][NEUTRAL] Yeah. OK. So what's your policy, right, what's your policy number on your ID card?
[AGENT][NEUTRAL] For your coverage that you have with us.
[CUSTOMER][NEUTRAL] Dude, I don't
[CUSTOMER][NEUTRAL] I don't, I don't know. I don't know what, I, cause I've been given like 5 different doctor people, like a dentist, a normal doctor, an eye person.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so this would either be for medical or dental with us. Vision is not a, a product that we offer.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] But that's OK.
[CUSTOMER][NEUTRAL] I, I didn't, I mean, I don't know that.
[AGENT][NEUTRAL] That's OK. I'll locate it.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So I do, I have located some the policies for you, Mr. [PII]. So again, I will need to verify your information for security purposes first. So first off, if you would please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. Also your home mailing address?
[CUSTOMER][NEUTRAL] I think it should be [PII], uh, either [PII] or [PII], 1 of those two.
[AGENT][NEUTRAL] OK. The, the first one. OK. And then your city, state, and zip?
[CUSTOMER][NEUTRAL] Uh, [PII] or [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, that one. Thank you. And then the phone number we have on file for you is the same as the one that you provided for me. So again, that is your best contact number. Is that correct? The [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And then lastly your email address?
[CUSTOMER][NEUTRAL] That's me.
[CUSTOMER][NEUTRAL] Uh, the one that I have on file?
[AGENT][NEUTRAL] Yes, sir. Or that, yes, sir, that we had on file for you. Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII], is that it?
[AGENT][NEUTRAL] No, sir, that one's not it. The [PII] is the first part of it, but I don't know if this was possibly a work email.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] At the time.
[CUSTOMER][NEUTRAL] Yeah, that it, it is.
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] He looks at [PII] is [PII], right?
[AGENT][NEUTRAL] There, OK, yes. What is that email?
[CUSTOMER][NEUTRAL] [PII] or [PII], one of those two.
[AGENT][POSITIVE] OK, [PII] OK, thank you very much. So, you had
[CUSTOMER][NEUTRAL] It they they changed.
[AGENT][NEUTRAL] They changed it? OK, so on your coverage, um, Mr. [PII], I mean, it's, none of your policies are still active with us, but.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You did have policies through your employer with um at the time, and those two checks are still showing as outstanding. They were on two different policies, so it's gonna take me a minute to look at them, but I pulled the check numbers up and you had a claim.
[AGENT][NEUTRAL] It's showing, I mean, you have that these two checks were issued on two different policies. So the one for the.
[AGENT][NEUTRAL] $17.80.
[AGENT][NEUTRAL] That was on a cancer policy that you have with APL. Give me just a moment.
[CUSTOMER][NEUTRAL] Ma'am, I, I, I just looked, this is taking a lot of time. I just wanna know what what do I need to this.
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] Yeah, it is.
[AGENT][NEUTRAL] The letter you said that the letter indicate that these checks are outstanding, is that correct?
[CUSTOMER][NEGATIVE] It it says right here outstanding check number but I mean this is all through the employer why am I getting this?
[AGENT][NEUTRAL] Let me see what the other check is for because I don't even see a claim on this policy, so I'm not sure.
[CUSTOMER][NEGATIVE] Because this, this, if, if that's the case and this is like a frog piece. This is not a real piece of anything this is if you're if it's not pulling up on your system this.
[AGENT][NEUTRAL] Hm
[AGENT][NEGATIVE] Well, no, it's not. No, I can pull the check number up and it shows that it's outstanding and that it has not cleared the bank.
[CUSTOMER][NEUTRAL] I, I, I don't, I don't, I don't know what's going on, cause I still work for these people, like I, I'm still working there, so.
[AGENT][NEGATIVE] Can you read me, can you read me what else that letter states on there aside from just does it say if this check has recently been cashed or deposited, please disregard this notice.
[AGENT][NEUTRAL] What else?
[CUSTOMER][NEUTRAL] Uh, yeah, let, let me, let me read it. Uh, it says
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, during a routine audit of our records, we discovered that the above reference check number, the one I gave you issued to you has not, has not represented to our bank for payment. We have listed additional information below to assist you in locating or determining the status of the check, and then they gave me the reference number, number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. All the reference number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Payment of and then it says in this check if this check has recently been cash or deposited please disregard this notice if you weren't able to locate the check and would like for us to issue a replacement, please sign and return the entire notice to our office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I can tell you that by looking at this, this appears that after the group term was no longer with APL, there was a refund due of premium.
[AGENT][NEUTRAL] And the checks were sent directly to you.
[AGENT][NEUTRAL] But they have not, it doesn't show that it has been cashed as of this date for the [PII] or the [PII].
[CUSTOMER][NEUTRAL] So what's, what's, so there's a check that's been sent to me that hasn't been cashed and needs to be cash.
[AGENT][NEUTRAL] Uh-huh. Correct. With, yes, two separate checks with those check numbers that you provided for me in those amounts, and they were issued to you back in October on the [PII].
[AGENT][NEUTRAL] And mail to your address on file.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But as of now,
[CUSTOMER][NEUTRAL] I, I, I moved cause I, I know, but I moved because I had a breakup, so what do I do now?
[AGENT][NEUTRAL] OK, so if you do not, first off, is this the address that you verified with me, is that your correct address now or is that an old address?
[CUSTOMER][NEGATIVE] It's the same address but a different unit. I just had to move to a different unit because me and my ex-girlfriend didn't work out.
[AGENT][NEUTRAL] Sure, OK, so your unit that what I'm asking you is the unit that you live in, is that the one that you verified with me? Is that still, is that your correct unit?
[CUSTOMER][NEUTRAL] No, [PII] is the old 1. [PII] is the new one.
[AGENT][NEUTRAL] OK, so what I can do is I will update from [PII].
[AGENT][NEUTRAL] To [PII].
[AGENT][NEUTRAL] And then if you would like to have those reissued to you, follow, just follow the instructions for what you need to do on there and returning that back to us.
[AGENT][NEUTRAL] And you can also actually write on there as well because I'm sure on the document you received it had the [PII] unit number, does it not?
[CUSTOMER][NEGATIVE] Yeah, I had the wrong one.
[AGENT][NEUTRAL] OK, so you would need to, because that's where the check would have been mailed to, or the checks, I should say, both checks.
[AGENT][NEUTRAL] So you can update in just your handwriting.
[AGENT][NEUTRAL] The apartment number and I have also updated it in our system, so the address is still [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, that's [PII], but I mean, what, what am I supposed to do again?
[AGENT][NEUTRAL] You would just follow the instructions on the letter if those checks were not cashed by you.
[AGENT][NEUTRAL] And you would like to have them reissued a replacement to you, then all you would need to do is to sign and return that back or you can fax it to the fax number. There should be a fax number on that letter as well.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So, so I have to mail something out to get these two letters back to me?
[AGENT][NEUTRAL] The replacement checks, yes, you would need to sign that and return it.
[AGENT][NEUTRAL] Or you can fax it.
[CUSTOMER][NEUTRAL] What if I just say
[CUSTOMER][NEUTRAL] If I, if I ignore this, will cops come?
[AGENT][NEUTRAL] No, we, we sent you money, but if you don't want us to, if if it still has not been cashed, that's letting you know that we sent you that money, but we the.
[CUSTOMER][POSITIVE] I love
[CUSTOMER][NEUTRAL] I, I get it. I get it. I get it. Look, I get it. I just wanna know if something that's gonna get in my way or not. That's all I wanna know. If I can ignore it, I can just move on.
[AGENT][NEUTRAL] So
[AGENT][NEGATIVE] Yeah, if you don't want us to send you that money, then yes, sir, you can just ignore it.
[AGENT][NEUTRAL] You don't have to return that.
[CUSTOMER][NEUTRAL] That's what I've been asking you.
[AGENT][NEUTRAL] Yes, that's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well have a good day thank you so much.
[AGENT][POSITIVE] Well, you're very welcome. So thank you again for calling APL if that is all I can help you with, and I do hope you have a nice evening.
[CUSTOMER][NEUTRAL] Yeah, you too.
[AGENT][NEUTRAL] Mhm