AccountId: 011433970860
ContactId: b352698d-65fb-430a-a5d7-b53e6cd5389f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330799 ms
Total Talk Time (AGENT): 148498 ms
Total Talk Time (CUSTOMER): 111088 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/b352698d-65fb-430a-a5d7-b53e6cd5389f_20250304T17:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I received a couple of checks from APL and I have a couple of questions. First of all, I don't know what APL is or why I received checks from them, and then the other one is since they are dated [PII], I don't know if I can still cash them.
[AGENT][NEUTRAL] You said [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] May I have your name? Mhm.
[CUSTOMER][NEUTRAL] So first of all,
[CUSTOMER][NEUTRAL] What policy? Yeah, so it's [PII], last name on the check is [PII]
[CUSTOMER][NEUTRAL] I've got, I've been married so my, my current name has changed but apparently this was something I had under my previous name.
[AGENT][NEUTRAL] OK, um, may I have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And what is um the policy number that you have on that paperwork you receive?
[CUSTOMER][NEUTRAL] 02009779
[CUSTOMER][NEUTRAL] And then there's another one number 02009780, 0 sorry, those are the check numbers you want.
[AGENT][NEUTRAL] Do you have, do you see a policy number by any chance?
[CUSTOMER][NEUTRAL] Yeah, is it 021-77853?
[AGENT][NEUTRAL] I'm sorry, can you repeat that one more time?
[CUSTOMER][NEUTRAL] 02177853
[AGENT][NEUTRAL] OK. Mhm. All right.
[CUSTOMER][NEUTRAL] This is premium received that policy.
[AGENT][NEUTRAL] OK. And just to make sure that this is your policy that you're the owner, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I need to verify the mailing address and email address on file. No.
[CUSTOMER][NEUTRAL] [PII] and my email address is [PII].
[AGENT][NEUTRAL] OK, we have um.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh [PII], OK, yep, this is through my previous company, Brown E.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, alright, so let me see what you received the check.
[AGENT][NEUTRAL] OK, so we received a premium and this policy is left it was terminated, the group was terminated. So um we're just sending you that premium back.
[CUSTOMER][NEUTRAL] Is it, are they, are they still cashable since I waited more than 120 days?
[AGENT][NEUTRAL] Um, it's, it's really up to the bank. You can still go ahead and um
[AGENT][NEUTRAL] Let me, let me check, make sure it's not voided in our end, but if it's not, you can still go to the bank and see if they will take them. Sometimes they will, sometimes they won't. If they say they cannot take them, then you, you need to send them back for us to go ahead and reissue it. But I can check in the system just to make sure that it's not voided in our end. What is the check number?
[CUSTOMER][NEUTRAL] OK, the first check number is 02009779.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] OK, so it's still saying outstanding, so it, it's not voided. So you can go ahead and take it to the bank and see if they will take it. Um, you can let them know that you checked with us and it's still outstanding. And if um if they say, well, it's past the date, we cannot take it. There's some banks that will do it and there's some banks that will not, um, um, then you can go ahead and send it send the check back to us, just write void on it and reissue and we'll go ahead and reissue the check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you wanna check the other one?
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] Uh, let me know when you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] 02009780
[AGENT][POSITIVE] OK, yeah, they're both outstanding, so um they're not voided.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I think that's all I need thank you.
[AGENT][NEUTRAL] Mm, OK. Well, thank you for calling APL. Have a good day and again, if they cannot take it, just send it back to us, to the mailing address that you see on the checks and uh just write void into it and indicate you need to reissue it, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Like