AccountId: 011433970860
ContactId: dd2f4af2-0136-46cb-8dea-2865d0715b0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 645299 ms
Total Talk Time (AGENT): 381692 ms
Total Talk Time (CUSTOMER): 159207 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/dd2f4af2-0136-46cb-8dea-2865d0715b0f_20250130T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi OK how are you? this is [PII].
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good. Um, I have a, um, group in the line that, um, she's calling about some checks that were sent for overpayment. Um, it was 4 checks that she received but they never cashed and they're calling to see if they need to be reissued or if they have any more in the system that they don't have in their hands. Um, so they're just looking for overpayment checks.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] It is 256-888.
[AGENT][NEUTRAL] And who's on the phone?
[CUSTOMER][NEUTRAL] Miss [PII].
[AGENT][NEUTRAL] Is she the contact?
[CUSTOMER][NEUTRAL] He's not the primary contact, no.
[CUSTOMER][NEUTRAL] She found it online.
[AGENT][NEUTRAL] OK, well I'm not gonna be able to give her any information as far as.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Checks outstanding. Um.
[CUSTOMER][NEUTRAL] Got.
[AGENT][NEUTRAL] Apple Green Central Services Welcome centers.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah. Do you need me to tell her to, to see if she can get uh one of the contact person on the line?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me look at something else real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I.
[CUSTOMER][NEUTRAL] 00, I know that's.
[AGENT][NEUTRAL] All right, um.
[CUSTOMER][NEGATIVE] hateful
[AGENT][NEUTRAL] Alright, is she OK, December and December. Her email from [PII] at a Jennifer's contact group over payment plan change.
[AGENT][NEUTRAL] Back in July.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I got the 4 checks if you need it.
[AGENT][NEUTRAL] Um, let me pull those up and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm very sure.
[AGENT][NEUTRAL] Alright, so.
[AGENT][NEUTRAL] I'm chewing on my shoelace.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I've got one.
[AGENT][NEUTRAL] For 11654.
[AGENT][NEUTRAL] That's one of the ones they're asking about?
[CUSTOMER][NEUTRAL] Let me see, uh.
[CUSTOMER][NEUTRAL] Let me see if that's the first one she gave me.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So that's 147. Let me see.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Exact one.
[CUSTOMER][NEUTRAL] Uh, that one is 936, yeah, it looks like it's this one you're looking at claim or check number 1858351.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] For 11654?
[CUSTOMER][NEUTRAL] Mm, let me, no, that's not 116. Mm no.
[AGENT][NEUTRAL] Oh, OK. I was about to say that's not, um, it's not just one, right, hang on one second, I'm pulling up the last few.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that 15,680.
[AGENT][NEUTRAL] She's probably calling in regards to the ones that were sent back in June and July that were issued by whoever and he is um.
[AGENT][NEUTRAL] 6663.
[AGENT][NEUTRAL] What's one of the check amounts?
[CUSTOMER][NEUTRAL] OK, so I got one for 2:39 64.
[AGENT][NEUTRAL] Do you have that check number?
[CUSTOMER][NEUTRAL] Yes, 1857886.
[AGENT][NEUTRAL] 00, OK, OK, what's another one?
[CUSTOMER][NEUTRAL] Um, the next one is for $103.86 and that's.
[AGENT][NEUTRAL] $103 and what?
[CUSTOMER][NEUTRAL] 86 cents.
[AGENT][NEUTRAL] Um, and that's gonna be for 1,858,150.
[CUSTOMER][POSITIVE] Yes, that's correct. Yeah. Mhm.
[AGENT][NEUTRAL] OK, and what's another one?
[CUSTOMER][NEUTRAL] 851. Um, it's gonna be for 16,680.
[AGENT][NEUTRAL] And that's gonna be 1858351.
[AGENT][NEUTRAL] Who, what's the name on these checks?
[AGENT][NEUTRAL] Um, alright, there's that one, OK, hang on, there's the 103.
[AGENT][NEUTRAL] Go
[AGENT][NEUTRAL] There's 103.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's my 3.
[AGENT][NEUTRAL] This one
[AGENT][NEUTRAL] And there's the 166.
[AGENT][NEUTRAL] Alright, let me get out of these ones real quick.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] 166103. What is that is that the same?
[AGENT][NEUTRAL] That's the same one, OK, um.
[AGENT][NEUTRAL] And then you said 23964 was the first one, right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, let me find that amount real quick.
[AGENT][NEUTRAL] I don't even see that one in.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] Let me see that one. Does it have, um, let me, let me look and do something else.
[AGENT][NEUTRAL] And yeah.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] 17.
[AGENT][NEUTRAL] So this one.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] This was issued on.
[AGENT][NEUTRAL] There's
[AGENT][NEUTRAL] I've got too many screens open. Alright, and there's 239 103166. OK. And what's the you said they were asking about 4 different checks.
[CUSTOMER][NEUTRAL] Yeah, mhm. OK. The last one is for 14736.
[AGENT][NEUTRAL] OK, what's the other one?
[AGENT][NEUTRAL] And the check number?
[CUSTOMER][NEUTRAL] It's 186-035-4.
[AGENT][NEUTRAL] 0354.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 7.
[AGENT][NEUTRAL] each one.
[AGENT][NEUTRAL] I think
[AGENT][NEUTRAL] Memory. She's not.
[AGENT][NEUTRAL] That's customer service.
[AGENT][NEUTRAL] OK, um, at least I know where that MT is the one.
[AGENT][POSITIVE] She issued all these checks and I do believe these are all gonna be.
[AGENT][NEUTRAL] Any questions regarding these particular checks will need to come from memory or from customer service because looking at.
[AGENT][NEUTRAL] Looking at the description on all these, it's refund of premium overpayment due to coverage changes or yeah coverage changes as far as like if they went from couple to um single parent or um whatnot so um these are, these questions are gonna need to go to customer service but either way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So for reissue, it has to go to customer service as well.
[AGENT][NEUTRAL] Yeah, they'll have to I mean that, yeah, they'll have to get the checks voided and reissued because it came from them, um, and let's see October, November, December, January, February, March.
[CUSTOMER][NEUTRAL] OK. Gotcha.
[AGENT][NEUTRAL] How many is what's the checks? What are the checks usually say? Does it say 120? I can't remember how many days it says that they're still good, but memory might also need to check with [PII] as far as voiding these checks and reissuing them because looking in the system they're still outstanding so they haven't been voided on our end yet so I don't know if they can still uh I don't know if they'll be able to still cash them.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Um, or if it's outside of the however many days.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That the check says. I can't remember what the check off the top of my head. I can't remember what the check says. I don't know if it's.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I think it's 120 days or something like that, she was telling me. Mhm.
[AGENT][NEUTRAL] I think it, I think let's see that's 369 well let's, yeah, 369 12, so that's 4 months. So September October, OK, yeah, so these would, I don't know why [PII] hasn't voided [PII] had voided these checks to begin with, but um, yeah, um, customer service will need to have all four of those checks, uh, voided and reissued because those were due to coverage changes, um, that they made.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Gotcha. Oh, OK.
[AGENT][NEUTRAL] Yes, ma'am. I'm sorry it took me so long. I was also trying to figure out who MT was, but I was making sure that the 4 checks in question.
[CUSTOMER][NEUTRAL] Uh it's OK.
[CUSTOMER][NEUTRAL] It's fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Weren't something that group billing actually did, but no, all four of those checks are um customer service they um issued them due to coverage changes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So the one, even the one that says uh premium overpayment.
[AGENT][NEUTRAL] Which one? Which, what chip number was that one?
[CUSTOMER][NEUTRAL] Um, the 1,858,150, that was premium for the month of Jan.
[AGENT][NEUTRAL] 1,858,150.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Day 1. 10386 group refund for overpayment of premium due to coverage change from single parent to, I don't know what the rest of the check says, but um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, so that one is all.
[AGENT][NEUTRAL] But yeah, that's all, all of these are gonna be coverage changes. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Gotcha.
[AGENT][NEUTRAL] Yeah, all these are gonna be coverage changes and yeah, if it's 120 days, they, she's gonna have to go through they to get them voided and, uh, then reissued.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, all right, let me just get back to her and let her know and probably I just need to get customer service on the line. OK, thank you. Have a good day. Yes, I understand. OK, bye bye.
[AGENT][POSITIVE] You're welcome. I'm sorry it took so long.
[AGENT][NEUTRAL] I go in