AccountId: 011433970860
ContactId: e5e0f129-9fab-4acd-91af-f321e642f7f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 695900 ms
Total Talk Time (AGENT): 298453 ms
Total Talk Time (CUSTOMER): 291536 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/e5e0f129-9fab-4acd-91af-f321e642f7f1_20250130T17:17_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, hello. Can you hear me?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] I can hear you now.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Yeah, that was weird.
[CUSTOMER][POSITIVE] This is [PII] on the care team.
[AGENT][NEUTRAL] Yeah, so, how are you doing today?
[CUSTOMER][POSITIVE] I'm good, thank you. And who's this? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh, [PII], the perfect person. Yay, OK.
[AGENT][NEUTRAL] Well, thank you. I don't know if I should be flattered or concerned.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] both
[CUSTOMER][NEUTRAL] Well, I have um a group in the line and um I, I call group billing because I thought they handle this but they say they don't and they told me that you created checks but it's some checks that um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] It was sent to the group because it was an overpayment for some changes on the policies and um it looks like they never cashed the checks and she has 4 checks that are outstanding and that she needs to know if she can cash them or if it needs to be voided and reissued they are old, they are like 6 months old, um, so yeah, I think they need to be, you know, voided and reissued, but um I got um Miss um [PII] on the line.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] She is not the main contact of the group. Um, she has access to the online service center but she's not the main contact of the group. And the group number is 256-88.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she provided me the 4 checks she has questions on.
[AGENT][NEUTRAL] OK, Apple green, yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Yeah, whenever you're ready I can give you this.
[AGENT][NEUTRAL] Yeah, I've sent them a bunch of checks in the past.
[CUSTOMER][NEUTRAL] Yeah, you did. I know. When [PII] told me, oh it was uh it was uh memory. I'm like, OK, let me see who I get. So when you said that's why I you said memory, I'm like, yes.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Because you won't understand what I'm talking about.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, so, uh, what is Ms. [PII]'s callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. It is [PII]. And like I said, she only gave me 4 and let me give you those numbers so you have it. Um, but she said that she don't know if there's more out there that she don't have, but these are the ones that she's looking at. Um, I've got check number 1860354.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For 1414736. Um, I have check number 1858351 for 16,680 cents.
[AGENT][NEUTRAL] OK OK.
[CUSTOMER][NEUTRAL] I got your number 1,858,150 for $103.86.
[CUSTOMER][NEUTRAL] And I got check number 18578864 23964.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All of my calls today are long, but they're like, what is she doing?
[AGENT][NEUTRAL] Why is she on the phone so long?
[CUSTOMER][POSITIVE] Long today. What she do? I'm like because they've been long. I'm like, oh my goodness, today is the day, this day.
[CUSTOMER][POSITIVE] Or I get to resolve big issues.
[AGENT][NEUTRAL] I understand. I get a bunch of problem issues too. Uh, let me see. Um, I know there's a screen I can go to where I can see if they have any more outstanding checks that have been issued to them. Hold on just a second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, wow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, what was that? I think it's no P A B IQ maybe P A B I Q.
[AGENT][NEUTRAL] Boom, yes girl. OK, let's see.
[AGENT][NEUTRAL] Alright, and this is for 25688.
[AGENT][NEGATIVE] Oh, well, OK. Maybe this is only your policy numbers and not group numbers. Crap.
[AGENT][NEUTRAL] OK. All right. Yeah.
[CUSTOMER][NEUTRAL] Yeah, I think this is only for policy numbers, yeah, because that's the one I'm looking at, I think.
[AGENT][NEUTRAL] Darn, darn, darn, darn. OK. Yeah. Um, go ahead and transfer her. Yeah, we're definitely gonna have to void those probably and reissue since they're so old. I think our checks are only good for like 60 days, maybe. I can't remember.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think you said 120 days or something like that, yeah.
[AGENT][NEUTRAL] 120. OK, yeah, so, um, just go ahead and transfer her and I'll talk to her and see if we can figure out if there's any more.
[CUSTOMER][NEUTRAL] Yeah, something like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, thank you, here she comes.
[AGENT][POSITIVE] Thank you. OK.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. I got Miss [PII] on the line. Um, she's gonna assist you with instructions and she's also gonna check and see if she can find some more, um, checks out there, OK?
[CUSTOMER][POSITIVE] OK perfect thank you. You're welcome have a good day and I'm sorry for that long wait.
[CUSTOMER][POSITIVE] That's OK. Thank you. You're welcome.
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I, I'm good how are you?
[AGENT][NEUTRAL] I'm good. um, so [PII] was telling me that you got some, you found some checks and um they're pretty old, so you were wondering what we needed to do, um, so that y'all can get access to that.
[CUSTOMER][NEGATIVE] Yeah, we had um uh unfortunate situation where an employee was.
[CUSTOMER][NEUTRAL] Um, I guess have some things in their desk, um, that we were unaware of and these checks were part of that discovery, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um, so I have, I only have 4 in my hand, but I'm assuming there's probably more, um, I don't know that for certain though, only I only can tell what I've got paper copies of a, you know, if there's anything else outstanding, we never cashed. I'm not sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I am working on getting in if we have the capability to just check um the whole group for outstanding check numbers give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because these are scale dated is what my assumption was because they're all past that 120 days.
[AGENT][NEUTRAL] OK, so we can um get those, we'll have to get those voided and reissued um let's see, and [PII] gave them to me. Let me make sure I just have the correct check numbers um I've got one here for 186-035-4.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. 1858351.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, 1,858,150.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And 1857886.
[CUSTOMER][NEUTRAL] Mhm, that's the ones I have.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, and I'm just gonna double check real quick while I'm waiting on a supervisor to let me know what screen we need to use um to check for more checks.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No, I get it.
[AGENT][NEUTRAL] Um, uh, right now I'm just checking to make sure that all those are showing outstanding in our computer individually, and they are, so that's perfect. So I will send a request to get that um those voided and reissued to y'all. Now the only question is, do y'all have any more? Give me just a moment.
[CUSTOMER][NEUTRAL] I get it.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I apologize, [PII], my, my supervisor is not getting back with me. Um, do you want me, I can give you a call back as soon as she tells me if we have that capability.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Um, because the only two screens that I know of and that I'm used to using, I do apologize that I don't know, um, if we have this, but the only two screens that I know of, um, they check individually by check number, so we'd have to have the check number, but truly there is a way that we can see by the group.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, if there's any other outstanding, um, but let me get with her and check and then I can give you a call back. Um, the callback number that [PII] gave me for you is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I appreciate it. I, this is, this has been kind of a mess today, not exactly the surprise we wanted, um, hidden checks, you know, so if you, yeah, if you could just let me know that would, uh, that would be fantastic, um, yeah, so I will mark these as they'll be voided and reissued you know how generally how long that takes just so I can provide an update to my boss.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so I'll have to send a, yeah, give or take. So, uh, it takes about a week for the checks to actually mail out. So I would say give us about um 24 hours to actually issue those checks and then an additional 7 to 10 days for them to actually get mailed to you since the mail takes so long nowadays.
[CUSTOMER][NEUTRAL] Is it usually within a week or so?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, no, I totally understand that. Alright, well, I will hold tight and wait to see if you can find out about any others, and I really appreciate you helping with that.
[AGENT][POSITIVE] No problem, [PII]. Was there anything else I could do for you?
[CUSTOMER][NEUTRAL] No, ma'am, that is it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL and you have a wonderful rest of your day and I'll talk to you soon.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Bye-bye.