AccountId: 011433970860
ContactId: c5295932-b2f9-4407-9b7e-2ef680b77259
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 773260 ms
Total Talk Time (AGENT): 148412 ms
Total Talk Time (CUSTOMER): 206826 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/c5295932-b2f9-4407-9b7e-2ef680b77259_20250606T13:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], this is [PII]. I was calling because I got a letter in the mail about um pretty much an outstanding chick.
[CUSTOMER][NEUTRAL] I guess it was saying about um
[CUSTOMER][NEUTRAL] It, it has been recently been in cash or deposit please it's regard the notice, um, it's saying an amount of 20.
[CUSTOMER][NEUTRAL] And this was back in uh I guess the check date was [PII].
[CUSTOMER][NEUTRAL] They had the uh pay reference number and everything.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And you said your name was, uh, what one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] It would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Oh, I know. I, I think I can pull it up though.
[CUSTOMER][NEUTRAL] I wasn't ready for that one sorry.
[CUSTOMER][NEUTRAL] OK, it will be.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 171
[CUSTOMER][NEUTRAL] 057
[AGENT][NEUTRAL] Give me just a moment to look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said 021-713-057?
[CUSTOMER][NEUTRAL] 021 7.
[CUSTOMER][NEUTRAL] 1057.
[AGENT][NEUTRAL] Oh OK give me just a moment.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] Can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And you said you got a letter in the mail regarding a claim?
[AGENT][NEUTRAL] Or what was the letter?
[CUSTOMER][NEUTRAL] I pretty much, I was trying to figure out what was it um cause it was saying about a routine audit of, of the record and it's saying reference check number issue and um.
[CUSTOMER][NEUTRAL] It has been issued to me and has not been presented to bank for payment and then it listed the information below and the reference number, the check number, the check date and amount.
[CUSTOMER][NEUTRAL] And they said something about um if the check has been recently cash or deposit, please just go the office just notice.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But I was just making sure everything was good on my end though, it's not really.
[CUSTOMER][NEUTRAL] That it anything.
[AGENT][NEUTRAL] OK, give me just a moment, let me see if I can figure that out for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did it say it was a routine audit of a of a claim or a specific check? I'm just trying to understand so I know where to where to get you.
[CUSTOMER][NEUTRAL] It said um during routine out of uh
[CUSTOMER][NEUTRAL] I referred shade number issue, um, I guess.
[CUSTOMER][NEUTRAL] It had been issued to you guys' bank for payment and then at the bottom it said um check.
[CUSTOMER][NEGATIVE] Like, uh, check appropriate, uh, statement, and they say I certified that I have not cash or deposit above reference check and it's not in my possession. And then the second one I haven't closed the original check which is outdated and would like to have a replacement check issue and it says sign here and it's allowed for 15 business days for a replacement check to be issued.
[CUSTOMER][POSITIVE] And I was like, I read it I was like, huh? I just making sure everything was good.
[AGENT][NEUTRAL] OK, OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it said that we issued the check, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there a claim number on there?
[CUSTOMER][NEUTRAL] It's a pay reference number and a check number on here.
[AGENT][NEUTRAL] Alright, it doesn't say anything about a specific claim or anything like that.
[CUSTOMER][NEUTRAL] No, ma'am, we don't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's probably nothing man, that's why I was.
[CUSTOMER][NEUTRAL] I just make sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I never, um, I've been with STL for man I never got.
[CUSTOMER][NEUTRAL] A letter like this, so that's why.
[CUSTOMER][POSITIVE] I'm kinda like curious to call.
[AGENT][NEUTRAL] Yeah, let me see what's going on.
[AGENT][NEUTRAL] Can I get the check number that it gives?
[CUSTOMER][NEUTRAL] It would be 56.
[CUSTOMER][NEUTRAL] 536.
[AGENT][NEUTRAL] And what was the amount for that?
[CUSTOMER][NEUTRAL] It was $210.60.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just to verify, you said uh 56536.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want the uh reference number?
[AGENT][POSITIVE] No, I do see what they're talking about. It's a check that they sent to you and it's outstanding.
[AGENT][NEUTRAL] Meaning it just means that you haven't cashed the check.
[AGENT][NEUTRAL] Uh, looks like they issued the check on.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And so they're probably just looking to see what happened with that check, let me see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That issue the safe for me.
[AGENT][NEUTRAL] That's what it's saying, but I think they need to verify um what they have on record.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It was telling me that um pretty much um.
[CUSTOMER][NEUTRAL] Some facts saying that I have not cash.
[CUSTOMER][NEUTRAL] Um, or a deposit.
[CUSTOMER][NEUTRAL] But I mean, I, I never seen a cha uh I mean.
[CUSTOMER][NEUTRAL] Yeah probably like for like a refund, I mean not a refund, but a reimbursement or something. I don't know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can't remember.
[AGENT][NEUTRAL] OK, it looks like since the check was sent from.
[AGENT][NEUTRAL] Web, uh, web TPA.
[AGENT][NEUTRAL] You might have to call them. I just want to verify before I end up transferring you verify that everything is right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like since web TPA is the one who issued the check, you'll need to get in touch with them to see if there's anything that you need to do. It sounds like they sent you a check, but it hasn't been cashed yet and they're wanting to know the status of it. Um, that's my understanding, um, when you have a pen and paper ready let me know and I will give you that number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] 866.
[AGENT][NEUTRAL] 975.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes sir, and tell them that you already spoke with us and we confirmed that the check is outstanding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] I will do, thank you so much.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No man, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, you too.