AccountId: 011433970860
ContactId: bc25221e-3a30-4c8b-a3e3-b595342485d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375480 ms
Total Talk Time (AGENT): 81716 ms
Total Talk Time (CUSTOMER): 143902 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/bc25221e-3a30-4c8b-a3e3-b595342485d4_20250522T17:16_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm calling regarding um.
[CUSTOMER][NEUTRAL] The payee reference number 0 or do you need the check number?
[AGENT][NEUTRAL] Um, is it, are you with the provider's office or is this for yourself or?
[CUSTOMER][NEUTRAL] No this is for me to make a long story short, um, my employer, um, I guess had a group policy with you guys and I, um, you guys issued an over payment check and I never cashed a check so then I received uh a letter, um, indicating well for me.
[CUSTOMER][NEUTRAL] Confirm that I had not received the check. I don't have it in my possession, so I called, uh, I think Monday to check the status of the check and I was told it would be mailed the next day. Um, however I had provided my new address when I submitted the document but.
[CUSTOMER][NEUTRAL] Um, I guess it wasn't recorded, so it was still being mailed to the old address, so I was told that I would receive a call back letting me know what address it was going to, so I'm just calling to check the status.
[AGENT][NEUTRAL] OK. Do you have your, the policy number?
[CUSTOMER][NEUTRAL] Uh what address it was.
[CUSTOMER][NEUTRAL] I don't have the policy number. I have the payee reference number. I have the check number.
[AGENT][NEUTRAL] Uh, what's the reference number?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Reference number 002206499.
[CUSTOMER][POSITIVE] Oh, actually I spoke to you.
[AGENT][NEUTRAL] Yeah, I'm looking in here. I sent a request to our department that handles that to see what if they could verify. Let me see.
[AGENT][NEUTRAL] That was to, you changed your address to [PII].
[AGENT][NEUTRAL] Or is that the, that's the old one?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, that's none of my addresses. My new address is [PII]. My old address is [PII], so I hope it wasn't sent to the address you just mentioned because that's not my address.
[CUSTOMER][NEUTRAL] Old or new?
[AGENT][NEUTRAL] OK. Uh, give me one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, sorry about that. Yes, I've got the [PII]. Sorry about that. Um, the person that I need to check with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, could you, I'm sorry, I'm sorry. Could you say the address again just to make sure we, we're both [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got it great OK.
[AGENT][NEUTRAL] Um, [PII], is that right?
[CUSTOMER][NEUTRAL] Yes, that's the, yes, that's the correct address.
[AGENT][NEUTRAL] OK, um, I, I sent a message to her when we spoke on the [PII], but I haven't received a response back, so I'm not sure where it's gone, and she's at lunch till [PII]. Can I get your callback number and then I'll contact her and see what's going on.
[CUSTOMER][NEUTRAL] OK, so was the check mailed?
[AGENT][NEGATIVE] Yes, it's been mailed. I just can't see what address it was sent to.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was it mailed on Tuesday?
[AGENT][NEUTRAL] Uh, shows it was mailed on the [PII], yes.
[CUSTOMER][NEUTRAL] OK, is there a tracking number you guys have or anything just.
[AGENT][NEUTRAL] I, I don't know if
[CUSTOMER][NEUTRAL] Guys are coming from where? Oklahoma or something?
[AGENT][NEUTRAL] Yeah, I'm not sure if there is, um, but the person who handles that, like I said, she'll be back at [PII] and I can check with her and see.
[CUSTOMER][NEUTRAL] The Oklahoma.
[CUSTOMER][NEUTRAL] Is she the same one you sent the message to?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what, what time are you guys on? Pacific? What? I mean, no, you're not on Pacific. What? Eastern?
[AGENT][NEUTRAL] And we're on Central Central Standard. It's [PII] here.
[CUSTOMER][NEUTRAL] Central.
[CUSTOMER][POSITIVE] OK, so in an hour. OK, great. Thank you. Thank you for your help, [PII].
[AGENT][POSITIVE] OK, thank you so much. OK, I'll give you a call back when I find out, OK? Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you very much. OK.
[CUSTOMER][NEUTRAL] Right.