AccountId: 011433970860
ContactId: e890f864-bfab-48d3-bad9-ed38f8163e60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 962070 ms
Total Talk Time (AGENT): 261851 ms
Total Talk Time (CUSTOMER): 268739 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/e890f864-bfab-48d3-bad9-ed38f8163e60_20250402T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I was calling because we received a letter from APL saying that we have an unclaimed check and uh just to call and let you guys know who we are, I guess so that we can get it reissued.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Um, just to confirm our address is correct.
[AGENT][NEUTRAL] OK, um, why do you know what it would be in regards to? Are you a group? are you a broker?
[CUSTOMER][NEUTRAL] We we're an enrollment firm but I I guess we'd get paid out like a broker.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you know what group it would be or tax ID?
[CUSTOMER][NEUTRAL] And I have a
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I can tell you our tax ID is as kind of the broker. I don't know what it's for it didn't come with like a commission statement or anything um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But our tax ID is [PII].
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1,166,930
[AGENT][NEUTRAL] 0, OK, let me see, um, what I can do on this. Can I put you on a brief hold for a second?
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] No, you're good.
[AGENT][NEUTRAL] How do I get billing on the phone?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh ABO, yeah, OK, the first one.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with Broker Resources. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][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.
[CUSTOMER][NEUTRAL] Um, OK, do you have a group number?
[AGENT][NEUTRAL] He said he doesn't have a group number he just has a tax number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't know if I can look it up that way. What's the tax number?
[AGENT][NEUTRAL] To be [PII].
[AGENT][NEUTRAL] 11.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 930.
[CUSTOMER][NEUTRAL] Mm, do you know the name of the group?
[AGENT][NEUTRAL] Mm, no, I do you mind if I just include him on this call?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] 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] OK
[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].
[CUSTOMER][NEUTRAL] Check number is 1711204.
[CUSTOMER][NEUTRAL] Let me try looking it up that thing.
[CUSTOMER][NEUTRAL] It came as an unclaimed property.
[CUSTOMER][NEUTRAL] Uh, letter, um.
[CUSTOMER][NEUTRAL] OK, what is?
[CUSTOMER][NEUTRAL] Um, I'm trying to figure out who.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] And it was dated [PII]. It it policy number is actually blank on it, but it says date was [PII].
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] I'm not, I've not let me look.
[CUSTOMER][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.
[CUSTOMER][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] [PII] is what [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me, let, let me, um, see if I can get a hold of [PII], what was that check number one more time?
[CUSTOMER][NEUTRAL] Hello, uh, yeah.
[CUSTOMER][NEUTRAL] It's 1711204.
[AGENT][NEUTRAL] 204. OK. I'm gonna try and call her and get a hold of her and see where um that check is, OK?
[CUSTOMER][NEUTRAL] OK. Do I wait on hold?
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Or
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello, this is [PII].
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing fine. What can I do for you?
[AGENT][NEUTRAL] I have um a gentleman on the other line and he is looking for a check um and I have the check number and the billing department said that you were the one that issued the check so I was just curious if you could help me with it.
[CUSTOMER][NEUTRAL] Who's the agent?
[AGENT][NEUTRAL] His name is [PII], um, but he is not a broker, um, I guess their company doesn't operate as a broker brokerage.
[AGENT][NEUTRAL] He just said that he received an email in the mail saying that he received it or that there's an unclaimed check.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh that's not me um.
[CUSTOMER][NEUTRAL] You received an unclaimed check or a letter about unclaimed check?
[AGENT][NEUTRAL] A letter about it.
[CUSTOMER][NEUTRAL] OK, let me ask [PII]. Let's see, I don't know who's handling that bill. It used to be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, now I do some of her job but not that part of her job. Let me see if [PII]'s um.
[AGENT][NEUTRAL] Could you, could you see, could you see if maybe if you have the, um, if I give you the check number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me go to when was the check written? do you know that?
[AGENT][NEUTRAL] Um, I can ask him on the other line if you would like.
[CUSTOMER][NEUTRAL] I think, well, hang on let me let's let's let's look one other way first.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Before we go to think I don't know what I'm doing.
[CUSTOMER][NEUTRAL] Which right now I don't, but we'll see.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me get it let me get into the bank information and see.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And all the bank's gonna tell me is this.
[CUSTOMER][NEUTRAL] If it's unclaimed, it's probably gonna say it's not cleared, but let's just check.
[CUSTOMER][NEUTRAL] So I'm checking the inquiry.
[CUSTOMER][NEUTRAL] Is the.
[CUSTOMER][NEUTRAL] Alright, what's the check number?
[AGENT][NEUTRAL] It's gonna be 1711207.
[CUSTOMER][NEUTRAL] OK, that's not let's see.
[CUSTOMER][NEUTRAL] See if
[CUSTOMER][NEUTRAL] He's probably a policy holder.
[CUSTOMER][POSITIVE] real good answer real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Yeah we can help you with the check.
[CUSTOMER][NEUTRAL] Alright [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII], let's see who answers me first.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You wanna put me on hold and tell him you're finding out chat and forgot about him. Oh wait a minute.
[CUSTOMER][NEUTRAL] [PII] said she can help him. I said, you wanna call? Let me hang up and you go to [PII].
[AGENT][POSITIVE] OK perfect.
[AGENT][POSITIVE] OK perfect sounds great thank you so much and you said [PII]?
[CUSTOMER][POSITIVE] Thank you so much. OK, bye-bye. [PII], uh-huh.
[AGENT][POSITIVE] OK perfect thank you.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] OK perfect um I'm gonna call another um person in our accounting department um she said that she could help us so um let me put you on a brief hold again while I call her. I just kind of wanted to give you an update.
[CUSTOMER][POSITIVE] Thank you I appreciate it.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Good afternoon. This is [PII]. May I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Good, um, I have a gentleman on the other line. His name is [PII], um, and he received an, um, a letter in the mail about an unclaimed check, and I was curious. I was on the phone with um [PII], and she gave me your information so that you might be able to help me with this.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] I can talk to him. Do you want to transfer him?
[AGENT][POSITIVE] OK perfect yes I will do that um alrighty thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Well, uh.
[AGENT][NEUTRAL] I typed it in and I just accidentally hopped on her.
[AGENT][NEUTRAL] Oh, I know.
[AGENT][NEUTRAL] I call.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello this is [PII].
[AGENT][NEUTRAL] Hey [PII], it's [PII] again. I'm so sorry. I'm still learning how to use the phone. Um, let me try again and see if I can connect the call.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hello, this is [PII].
[AGENT][NEUTRAL] Oh hold on a sec I'm still trying to to transfer you.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] OK perfect I have [PII] on the line for you um and she'll be able to help you with your request, OK?
[CUSTOMER][NEUTRAL] Yeah, I'm here.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] Of course, yeah, you guys have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you too, [PII].