AccountId: 011433970860
ContactId: cd904a5c-dc37-47bf-9e95-5e93a4766be3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359100 ms
Total Talk Time (AGENT): 136185 ms
Total Talk Time (CUSTOMER): 151471 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/cd904a5c-dc37-47bf-9e95-5e93a4766be3_20250611T16:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] How are you doing? Good morning. Yes. Um, I received a letter from you guys.
[CUSTOMER][NEUTRAL] Um, about a check that you guys never.
[CUSTOMER][NEGATIVE] Uh, I never received it.
[CUSTOMER][NEGATIVE] So obviously your bank never received the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That I catch you, you understand what I'm saying?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So, uh, I have the number here. I, I've never received this check. I've been waiting for this check. This is a 5 for $500.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] A copayment that I made at a hospital and I have spoken to HR in my job and well she, they told me well we put the claim in.
[CUSTOMER][NEUTRAL] So I guess this is the check that I've been missing.
[CUSTOMER][NEUTRAL] Uh, do you need the reference number or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, let me have your name and a callback number just in case we get disconnected and then I, I need the reference number. Mhm.
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] With a [PII]
[AGENT][POSITIVE] Mhm, thank you.
[AGENT][NEUTRAL] The callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] You need the reference number?
[AGENT][NEUTRAL] Yes, that as well. I need the phone number just in case we get disconnected, and then I need the reference number. Mhm.
[CUSTOMER][NEUTRAL] Oh, my phone number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. The phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the reference number?
[CUSTOMER][NEUTRAL] The reference number.
[CUSTOMER][NEUTRAL] Is 0016.
[CUSTOMER][NEUTRAL] 78,570.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Ms. [PII], for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, mailing address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh email is [PII].
[AGENT][NEUTRAL] All right. OK.
[AGENT][NEUTRAL] OK, so, um, at this moment, what you need to do is on that letter, um, there is some boxes that you need to fill out indicating that you did not receive that check and sign it and send it back to us so we can go ahead and reissue that check to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK. I do see. Mhm.
[CUSTOMER][NEUTRAL] So is there uh um what.
[CUSTOMER][NEGATIVE] I noticed there's no envelope to mail this back, so who do I mail this to?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] You did not receive the envelope with that?
[AGENT][NEUTRAL] OK, um, let me report that. OK. I, I'll have to report that just to make sure that doesn't happen again because they should have an envelope, but I can go ahead and give you the address.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, uh, the address to submit that information and let me go ahead and see, one moment, um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, so it's going to go to
[AGENT][NEUTRAL] address.
[AGENT][NEUTRAL] General address.
[AGENT][NEUTRAL] OK, I think it's gonna go claims because we have to reprocess. Alright, so that's gonna be PO [PII] 248.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] Hold on, PO [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm, yes, correct.
[CUSTOMER][NEUTRAL] Zip code.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, no problem. So just fill this out, put it in that envelope with this PO number PO box number, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, you can go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] No, I was just repeating the numbers.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Yes, go ahead and repeat it so I know you got it correctly.
[CUSTOMER][NEUTRAL] OK, [PII] City, zip code [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you for your help. Thank you so much. You have a blessed day.
[AGENT][POSITIVE] You're welcome, no problem. Is there anything you as well, Mr. Vice President. Thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.