AccountId: 011433970860
ContactId: ba06eb24-8132-4184-b6a4-eddc78eff816
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 481140 ms
Total Talk Time (AGENT): 175266 ms
Total Talk Time (CUSTOMER): 190665 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/ba06eb24-8132-4184-b6a4-eddc78eff816_20250307T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon, um, I'm calling because I wanna see if you guys, uh, received a check.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For account.
[AGENT][NEUTRAL] OK, let's see, do you have that group number?
[CUSTOMER][NEUTRAL] Yes, it is 179975.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], thank you. I've got your group pulled up here um I just need to verify some information with you real quick and then I can check on that for you that payment um can you verify the address and email address for me?
[CUSTOMER][NEUTRAL] Uh, the address is [PII], and, oh, I'm sorry, I gave you the wrong group number.
[AGENT][NEUTRAL] OK, that's all right. Let me see. Sure.
[CUSTOMER][NEUTRAL] Give me one
[CUSTOMER][NEUTRAL] Uh, well, let me log into the correct account. It's, uh, I have two separate accounts with you guys. Give me one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, no problem.
[CUSTOMER][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, I thought I was prepared and I was on the wrong account.
[AGENT][NEUTRAL] No, that's OK. Um, did you say it was Helm Bank? I can look up the name if I need to.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um, here, here, it's, it's opening up now. This may look this account, uh, the group number is 22208.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK perfect I've got that group pulled up um and can you go ahead and verify that group address and email address?
[CUSTOMER][NEUTRAL] Yes, um, it is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you for that [PII] um and just to confirm in case we get disconnected, is the number you're calling from a good call back number for you?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK perfect um so let me take a look here and you wanted to make sure we received a check for this group, is that right?
[CUSTOMER][NEUTRAL] Yes, a particular check that um it was sent to the old address in I believe it was [PII] and then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They told me, uh, whoever I had spoken with before, they just were not sure what would happen to the check if it would be sent to [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. OK. Do you have the check number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Ready?
[AGENT][POSITIVE] Yes, I'm ready.
[CUSTOMER][NEUTRAL] 9229987
[AGENT][NEUTRAL] OK, let's see what we have here.
[AGENT][NEUTRAL] Do you know what invoice it would have paid?
[CUSTOMER][NEUTRAL] Well, it was supposed to pay the January invoice, but I believe by the February payment to January and now the the January is closed out.
[AGENT][NEUTRAL] Or when
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, um, let me see, not seeing it yet, but I'm gonna keep looking.
[CUSTOMER][NEUTRAL] So that's why
[CUSTOMER][NEUTRAL] It's in the amount of 88798.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, let me see if we've got it and I haven't applied it anything yet. Let me check a different spot.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can get it to come up.
[AGENT][NEUTRAL] Um, so I'm not seeing it. Um, I've gone down as far as checks that we've received, um, back to December, and I'm not seeing that we've received that check. Are you able to tell if it's been cashed?
[CUSTOMER][NEGATIVE] Yes, I, I see that it has not been cashed it's still outstanding and that's.
[AGENT][NEUTRAL] It hasn't, OK.
[CUSTOMER][NEGATIVE] I'm calling. I was waiting until the beginning of March to see. I, I get a report and it's not cashed.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, I've gone back through everything we've received back um until the beginning of December and I don't see it, not not anything that matches that check number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, it would have been, um, probably in the last.
[CUSTOMER][NEUTRAL] 2 weeks
[AGENT][NEUTRAL] OK, OK. So,
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I pull up every two weeks to see if you guys get it from my last conversation.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I can give you the ones that we have received during that time um but I don't see that check nothing matches that check number.
[CUSTOMER][NEUTRAL] Uh, OK, no, no, that's fine because this is the check that I'm concerned, not sure where it's located and, um, I need to attempt to move forward with my payroll company so I can get another check out to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, oh, all right, well, um.
[CUSTOMER][POSITIVE] Then I guess that's it for right now. I, um, I will try to get those funds out to you guys as soon as I can get this resolved.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I'll also leave a note um on the group's account with that check number just in case we do receive it, um, so if anybody looks they'll kind of know, um.
[AGENT][NEUTRAL] You know, just that
[AGENT][NEUTRAL] It was just kind of out there somewhere so um.
[AGENT][NEUTRAL] I will be sure to, to not take that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] notate that if the check does come in that I um that I'm made aware if if someone can send me an email about it.
[AGENT][NEUTRAL] OK, sure, let me see.
[CUSTOMER][NEUTRAL] I, I know I have someone I've been talking to on my account, but I'm not sure if that's the, you know, reach out to me uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, is it [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Yes, um, I will notate the account and I'll also let her know um because she would see it if it came in, um, so I'll do both. I'll I'll notate your account and I'll let her know to reach out to you if we do get it.
[CUSTOMER][POSITIVE] OK, alright, that's great thank you very.
[AGENT][POSITIVE] OK, all right, [PII], no problem. Is there anything else we can help you with?
[CUSTOMER][NEUTRAL] That will be it.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye