AccountId: 011433970860
ContactId: 9a58c790-8845-411d-9b8c-d9948f2e52e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 542830 ms
Total Talk Time (AGENT): 140755 ms
Total Talk Time (CUSTOMER): 219546 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/9a58c790-8845-411d-9b8c-d9948f2e52e0_20250512T16:22_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have Ms. [PII] on the line um with policy 2279844. Uh, she is the spouse of the policyholder. Um, he already granted permission for us to allow um this information from the policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, she is requesting information because she received a letter from us and she they have been receiving checks from us as well. Um, I checked with billing and they weren't able to find anything on their side. Um, I kind of tried to look into the claims if there was, um, it was from a claim, but the Amtrak, um, screen for me is frozen, so I haven't really been able to um pull up anything. Could you help her with that?
[AGENT][NEUTRAL] Uh, I can definitely try, but under this plan we don't process claims. It would be through web TPA, but what is her name again?
[CUSTOMER][NEUTRAL] Um, Ms. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did she give you your first name?
[CUSTOMER][NEGATIVE] Oh she said something that I was unable to understand.
[CUSTOMER][NEUTRAL] So I just used her um last name, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Good morning and thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], how are you doing this morning?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][NEUTRAL] I'm good thank you. I was just calling to find out um about these checks that um we received. I just wanted to know what they were from.
[AGENT][NEUTRAL] OK, well, I don't show um any checks have been sent from our office. Does it show the name on the check as far as the sender?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, well they have APL. It's from APL.
[AGENT][NEUTRAL] Do you have a check number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You did, yeah, I have a check number. I have two of them up, check number 55806. That one, actually I guess took too long to cash and they sent a letter, um, stating that to resend it out.
[CUSTOMER][NEUTRAL] And you have another one, check number 57723.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, don't show any checks have been sent out from our office, and it's showing APL.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Do you see anything on there about web TPA or anything?
[CUSTOMER][NEUTRAL] About what?
[AGENT][NEUTRAL] Web TPA because on um on your husband's policy with our company, we don't process claims that's through web TPA and I don't show any checks have been sent.
[CUSTOMER][NEUTRAL] Well, uh, that's why I was calling, that's why we wanted to know because we wanted to know what this was from.
[CUSTOMER][NEUTRAL] And it has APL.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] On it, uh, they also have an email, um, you can email to [PII].
[CUSTOMER][NEGATIVE] We don't, we didn't know what it was from, like, y'all don't have any records, so I'm clueless about it.
[AGENT][NEUTRAL] OK, and that's sure, give me one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Uh, do you have the amount of the check? Uh, the first, um,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The one that uh that we have a check for it's $71.07.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't know if it's overpayment or what, but um $49 and the other one is for $49.86.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] One.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Uh, looks like it's an unclaimed property check. Uh, does it specify a number? The records items been covered by issue.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] This information.
[CUSTOMER][NEUTRAL] What you mean unclaimed property?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, because it should, does it show on there to have it signed and sent to our office so the check can be reissued?
[AGENT][NEUTRAL] It just shows it's unclaimed property.
[CUSTOMER][NEUTRAL] Yeah, they do have um yeah that's what it's saying um for the for the [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. He would just need to.
[CUSTOMER][NEUTRAL] Yeah, it's saying sign it.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] He would just need to sign that and send that back into us.
[AGENT][NEUTRAL] And uh they can reissue a check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, but what is the check for?
[AGENT][NEUTRAL] Uh, that I'm not sure. It just shows on here unclaimed property.
[AGENT][NEUTRAL] But it doesn't give us specifics in regards to the check.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright, well, I'll try to, um, sign it and send it back to you guys. Oh wait, can I the question concerning please email. OK, can is it a way to email or fax it?
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Oh that almost
[CUSTOMER][NEUTRAL] That almond, it tastes like wedding cake.
[CUSTOMER][NEUTRAL] I told you I could about the half sheet over there and that what's the difference in price with the half sheet and the whole sheet.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You get whatever icing you want.
[CUSTOMER][NEUTRAL] I normally get the almond icing too because it's just like a soft subtle icing.
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] It doesn't state it just states it has to be sent but it doesn't show if it can be emailed.
[CUSTOMER][NEUTRAL] Oh, OK, so it do have to be sent back in order to receive the other check?
[AGENT][NEUTRAL] Yes, ma'am, and it looks like um there should be a fax number to where it can be faxed to our office.
[CUSTOMER][NEUTRAL] OK, I don't see the fax number on here.
[CUSTOMER][NEUTRAL] Oh, I see it. I see it. OK, yeah, I can do the fax.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll do that cause I just do it all over the paper.
[CUSTOMER][NEUTRAL] OK, well that'll work. I'll send it back to you guys.
[AGENT][POSITIVE] OK, yes ma'am. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Um, no, that'll be all. Thank you very much.
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] That.