AccountId: 011433970860
ContactId: 96f9cb9b-c47c-48da-8d31-701ef0bad36d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409429 ms
Total Talk Time (AGENT): 105336 ms
Total Talk Time (CUSTOMER): 65451 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/96f9cb9b-c47c-48da-8d31-701ef0bad36d_20250320T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Liberty Loans, and I have a mutual client with me, and it looks like we are cashing a check, and I just need to get this check verified.
[AGENT][NEUTRAL] OK, um, let me see you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Are you, can you hear me?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, sorry about that. It, do you have the name of the, you're trying, you're at a check cashing facility, is that correct? or a bank?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yes, um, yes, uh, her name is [PII].
[CUSTOMER][NEUTRAL] And I do have a claim number but.
[CUSTOMER][NEUTRAL] Any better?
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] It is 357-584-1.
[AGENT][NEUTRAL] OK, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, they're wanting to cash get verification to cash a check. Does this sound right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] No, she's calling from the check cashing facility.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, she said she had the claim number let me see.
[AGENT][NEUTRAL] Uh, 3
[AGENT][NEUTRAL] 575841 maybe though.
[AGENT][NEUTRAL] Oh, I.
[AGENT][NEUTRAL] Wrong, 357.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah she said [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I hadn't asked yet. I'll ask though.
[AGENT][NEUTRAL] OK, what was that, uh, please give me that policy number. I'm sorry, I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, OK, I'll get her back on. thank you so much.
[AGENT][POSITIVE] OK, thank you for holding sorry about that. I was just trying to verify some.
[AGENT][NEUTRAL] um, let's see, what was the amount of the check?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I have it as $1,652.60.
[AGENT][NEUTRAL] And you said it was payable to [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that payable to [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yes, I can hear you.
[AGENT][NEUTRAL] OK, sorry, that was to [PII], is that right?
[CUSTOMER][NEUTRAL] Yes, it was.
[AGENT][NEUTRAL] OK, and who is the check from?
[CUSTOMER][NEUTRAL] Um, APL, American Public Line.
[AGENT][NEUTRAL] OK, yes, we do have that check on file that.
[AGENT][NEUTRAL] That was made payable to her. Do you have the check number?
[CUSTOMER][NEUTRAL] Yes, 203304-0.
[AGENT][NEUTRAL] OK, yes, and that's the correct check number as well. [PII], I don't think I got a callback number from you. Could you give that to me if you already did, I'm sorry, I didn't, um, catch it.
[CUSTOMER][NEUTRAL] That's OK. [PII].
[AGENT][NEUTRAL] OK, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, if you could just verify, um, there are no stops to hold on the check that you could see.
[AGENT][NEUTRAL] No, there's not.
[CUSTOMER][POSITIVE] OK, and if I could just get your name, I'm sorry.
[AGENT][NEUTRAL] Uh, my name is [PII] and last initial is [PII].
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][POSITIVE] All righty. Thank you, ma'am and have a good day.
[AGENT][POSITIVE] Thank you you too.
[CUSTOMER][POSITIVE] Thanks. Bye bye.
[AGENT][NEUTRAL] Bye.