AccountId: 011433970860
ContactId: d78c839c-49b7-4bd6-bd77-9aacef99f4fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 569710 ms
Total Talk Time (AGENT): 232048 ms
Total Talk Time (CUSTOMER): 179053 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/d78c839c-49b7-4bd6-bd77-9aacef99f4fe_20250411T20:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how you doing, Ms. [PII]? My name is uh [PII]. I have, uh, I was calling because I had a question about, uh, I had some mail I had just opened.
[CUSTOMER][NEUTRAL] And it was about a, I guess a check y'all check y'all supposed to send me back.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] And I was asking a question. Did I receive it? I haven't received no check. It was supposed to be for the amount of $72.30.
[AGENT][NEUTRAL] OK, Mr. [PII], so you've received a letter from APL regarding a check, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, I got the reference number.
[AGENT][NEUTRAL] All right. So first off, Mr. [PII], I'll need to pull, I can help you partially with this. What I'll need to do is to uh pull up your information first. What is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the members, and what is your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't, I don't know right off. I don't know right off the head because I had, I'm with a new company, so I don't even, I don't even, um, I got a new, I'm with a new, I switched over to a different company.
[AGENT][NEUTRAL] OK, what is
[AGENT][NEUTRAL] All right, Mr. [PII], so what is your full social so that I can try and locate your information?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. One moment, please.
[AGENT][NEUTRAL] OK, so Mr. [PII], first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII], I mean [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah, that number been that way for years.
[AGENT][NEUTRAL] OK, thank you. And lastly, your email address, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. So the, um, give me just a moment, Mr. [PII] to pull up a few additional things.
[AGENT][NEUTRAL] OK, so what does your letter say at the top?
[CUSTOMER][NEUTRAL] It says uh.
[AGENT][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] It say outstanding check number. It says uh APL check was it, I mean, the letter will issue out [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it says doing a routine audit of our records because I'm driving right now we discovered that a check above reference check number is issued, uh.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] To you has not been presented.
[CUSTOMER][NEUTRAL] To our bank
[CUSTOMER][NEUTRAL] For payment
[AGENT][NEUTRAL] OK. So, OK. So it states that it shows an outstanding check was sent to you but it has not been cashed yet. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. So what I'm going, um,
[CUSTOMER][NEUTRAL] See, I have a bad habit like I'm a truck driver, so I got a reference number to the check number, I guess that's what it's supposed to be, but I got a, I'm a truck driver.
[AGENT][NEUTRAL] What is, OK, so what is the?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] All right, all right. Go ahead, go ahead, go ahead. I'm gonna go this.
[AGENT][NEUTRAL] What, what is that? Can you give me that check number?
[CUSTOMER][NEUTRAL] Uh, it say payment, so that's gonna be the payment reference number, right? that I'm looking at.
[AGENT][NEUTRAL] Uh, yes, sir. I think so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They say they say 1000.
[CUSTOMER][NEUTRAL] 562-47.
[AGENT][NEUTRAL] OK, so give me just a moment to see if I can pull anything up with that number. OK, mm, so it's 100056247?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes ma'am, I think the check was supposed to be issued out like [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] And it doesn't reference a policy number on there. You've had multiple policies with APL.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, give me just a moment, one moment.
[CUSTOMER][NEUTRAL] They said the outstanding check number is 56247 so I gave you that that was the end of that.
[CUSTOMER][NEUTRAL] And um trying to like this.
[AGENT][NEUTRAL] All right, so let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, bear with me just a moment because I'm having to just try to cross-reference to see which one of your policies this was actually on.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And how much does the letter say the check was for?
[CUSTOMER][NEUTRAL] $72.30.
[AGENT][NEUTRAL] OK, and that's that long number with the 1000. You said that shows as the reference number?
[CUSTOMER][NEUTRAL] Yeah it says uh pay pay reference number and then it said the check number is 56247.
[CUSTOMER][NEUTRAL] Check date was [PII] and then it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the pay and paid out of.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's the check date.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the paid amount was 7230.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And that letter was dated [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. What I'm gonna need to do um for you, Mr. [PII] is I'm going to send an email to the person that handles this type, um.
[AGENT][NEUTRAL] Of issue of the with these letters and the checks that you know we're still showing as outstanding and her name is [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] The phone number that that we verified together, that is your best and only contact number. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I will send her an email regarding our call and she will be the one to reach out to you.
[AGENT][NEUTRAL] Now I don't know that that would be this afternoon, but I am going to send the email to her in just a moment.
[AGENT][NEUTRAL] Regarding this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, do you have voicemail that she could leave a message if for any reason you were not able to answer when she calls?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, I got voicemail and I got email like I pretty much like my like I really be, uh, I'm gonna check the emails, but like I, I mean the voicemail but I really check a lot of emails so like if she missed me she can shoot an email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I don't know. OK, and your email, the [PII]. [PII]. That is your correct email. Is that right?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK, so I will provide her your phone number and your email address.
[CUSTOMER][POSITIVE] Alright I appreciate that.
[AGENT][POSITIVE] OK, well, you're certainly welcome. So is there anything else, Mr. [PII] that I can help you with this afternoon?
[CUSTOMER][POSITIVE] Uh, no, ma'am, I appreciate your time and, um, looking into this issue for me.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Well, you are certainly very welcome and we will be back in touch with you. So if that's all at the moment that I can help you with, thank you again for calling APL and I hope that you have a very nice and safe weekend.
[CUSTOMER][NEUTRAL] Alright, you do the same.
[AGENT][POSITIVE] Yes, sir. Thank you.
[AGENT][NEUTRAL] Bye-bye. Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.