AccountId: 011433970860
ContactId: ce610ff0-1699-4f36-b01c-7586f35fe589
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234119 ms
Total Talk Time (AGENT): 64540 ms
Total Talk Time (CUSTOMER): 117347 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/ce610ff0-1699-4f36-b01c-7586f35fe589_20250402T19:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Broker Resources. How are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good thank you um I have someone on the line his name's [PII] um and I have his tax ID number. He said that um they received a letter in the mail as to they have like a undeposited check I'm guessing, and they wanted to make sure that it was being sent to the right place and I was wondering if you could help me with that.
[AGENT][NEUTRAL] Um, OK, do you have a group number?
[CUSTOMER][NEUTRAL] He said he doesn't have a group number he just has a tax number.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't know if I can look it up that way. What's the text number?
[CUSTOMER][NEUTRAL] To be [PII].
[CUSTOMER][NEUTRAL] 11.
[CUSTOMER][NEUTRAL] 66.
[CUSTOMER][NEUTRAL] 930.
[AGENT][NEUTRAL] Hm. Did you know the name of the group?
[CUSTOMER][NEUTRAL] Mm, no, I do you mind if I just include him on this call?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm here. OK perfect so I have someone on our team from the billing department on the line as well um to see if she could help with finding um with helping with that check do you and you don't have a group number you said at all or like a group name?
[CUSTOMER][NEUTRAL] I don't. I have a check number and the amount of the check the date it was written, it, it appears to be a [PII].
[AGENT][NEUTRAL] What's the check number?
[CUSTOMER][NEUTRAL] Check number is 1711204.
[AGENT][NEUTRAL] Let me try looking it up that way.
[CUSTOMER][NEUTRAL] It came as an unclaimed property.
[CUSTOMER][NEUTRAL] Uh, letter.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, what is.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I'm trying to figure out who.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Person is there.
[CUSTOMER][NEUTRAL] And it was dated May. It it policy number is actually blank on it, but it says date was [PII].
[AGENT][NEUTRAL] All right, [PII], um, what you'll need to do is you'll need to um contact [PII]. She's the one that issued this check. Um.
[AGENT][NEUTRAL] I'm not, I've not, let me look.
[AGENT][NEUTRAL] I'm not really sure. All it says is invoice 1143, so I'm not really sure what that means, so hang on one second.
[AGENT][NEUTRAL] Yeah, this is gonna be, this is gonna be at the group at a group level, um, so you'll need to speak with [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], it was [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello. Uh, yeah.
[CUSTOMER][NEUTRAL] Um, let me, let, let me, um, see if I can get a hold of [PII]. [PII], what was that check number one more time?
[CUSTOMER][NEUTRAL] It's 1711204. 204. OK. I'm gonna try and call her and get a hold of her and and see where um that check is OK?
[CUSTOMER][NEUTRAL] OK. Do I wait on hold?
[CUSTOMER][NEUTRAL] Yes, sir. Or.
[CUSTOMER][POSITIVE] OK, thank you.