AccountId: 011433970860
ContactId: a352c1aa-abf4-4314-91bc-c767da60ec8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210119 ms
Total Talk Time (AGENT): 79618 ms
Total Talk Time (CUSTOMER): 65379 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/a352c1aa-abf4-4314-91bc-c767da60ec8b_20250528T18:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII] and I would like to see if the check was reissued, please.
[AGENT][NEUTRAL] OK, I can definitely check and see if the check has been reissued for you. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the policy number is 253-6553.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for that and all the information provided.
[AGENT][NEUTRAL] Excuse me, is a verification of benefits, not a guarantee of payment. And hold on one moment, let me check and see.
[AGENT][NEUTRAL] If it's been reissued.
[AGENT][NEUTRAL] Is this for data service [PII]?
[CUSTOMER][NEUTRAL] It is, yes.
[AGENT][NEUTRAL] OK, there's a hold on one moment.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so I'm showing the check was reissued on [PII].
[CUSTOMER][NEUTRAL] OK, and it did go to the new address or what address did it go to?
[AGENT][NEUTRAL] This, so this went to [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Does it have a [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But it's still listed as outstanding.
[CUSTOMER][NEUTRAL] I wonder when.
[CUSTOMER][NEUTRAL] OK. Let me, and it went to Northern Texas facial and oral surgery or?
[AGENT][NEUTRAL] Yes, that's the payee on the check and then it went to that address. I mean it was a single check for $75.
[CUSTOMER][NEUTRAL] OK, um, and it did go out on.
[CUSTOMER][NEUTRAL] The [PII], right?
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will get in contact with that office.
[AGENT][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And see if they've received any checks.
[AGENT][NEUTRAL] Well, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. And [PII], was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] And you said [PII]?
[AGENT][NEUTRAL] 429. 0, that's the date that it was issued, yes.
[CUSTOMER][POSITIVE] Yeah, OK, all right, thank you so much. That will be all.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.