AccountId: 011433970860
ContactId: ea670cd4-882f-4d06-b06d-1802103405f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387179 ms
Total Talk Time (AGENT): 117760 ms
Total Talk Time (CUSTOMER): 275143 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/ea670cd4-882f-4d06-b06d-1802103405f7_20250311T14:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, this is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey I was calling to ask a quick question. Um, I got the refund check for my mom and dad.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it says it's paid to the, let me grab it real quick. I'm sorry, uh, I get to the, yeah, they, yes ma'am. Is that how they normally have to be? I went to like I where I bank at a credit union and they don't even do a state, um, account, so I have to find a, I guess a, a regular bank that does it and when I, I talked to one gentleman on the phone and he said I have to have.
[AGENT][NEUTRAL] To the estate of.
[CUSTOMER][NEUTRAL] I guess all the stuff from I guess the courthouse to where it shows me being the executor or anything like that and I guess what I was curious about is, is there a way to get the check reissued just to me or is that how it normally has to be or or how does that normally go? I've never been involved in something like this. I didn't know the, the correct way that I didn't even know if I should ask uh so or like I didn't seem shady or or or however so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Normally, uh, if there's no beneficiary listed on the application, we send it to uh the estate of um.
[AGENT][NEUTRAL] Um, that's why, you know, when I talked to you last time, I asked you if you were the executor of the estate, so I thought that the estate had been set up.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, I'm sorry. So my attorneys have sent in the um the stuff to probate, but I don't know how long that takes, uh, because Pla County in [PII] is one of the bigger, bigger counties, um, and I saw on the check where it said, you know, it's only good for 120 days, and I tried to call A and my attorney, but I haven't been able to, to reach her yet, so that's why I was just curious about that, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is there anything that we can do or that or is it just how it is and I just need to.
[CUSTOMER][NEUTRAL] Hold on to it until set up in time.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Uh, you can send it back to us. Um, I would need yours and your sister's, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Names and addresses.
[AGENT][NEUTRAL] And uh I would have to send it to, through our legal department to see if I can refund it to each one of you.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK, because like I have power turning over my sister because she's special needs.
[AGENT][NEUTRAL] Mhm. But
[CUSTOMER][NEUTRAL] And stuff so that paperwork as well.
[AGENT][NEUTRAL] But it'll still go in her, um, it'll still go in her name, um, that might.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got a special needs daughter, so I'm thinking that might mess up her checks.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. So yes, uh, thank you, because, because like, um, so what I've had to do, I've had to set my sister and my, my sister and her son, which is my nephew, they're both special needs. So after my mom passed away, I've, I've gotten power of attorney over them, and I had to set them up in a section 8 housing, um, and because they get Social Security and all that, so, um, I wasn't sure how all that.
[AGENT][NEUTRAL] Yeah, cause
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Cause I know I can't have, um, I know they can't have more than a certain amount in the, in the bank.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And that's what you know that's that's what I was trying to I guess avoid. I don't know the proper way of saying it without sounding horrible, you know, I just because I've been like yesterday I was at DH office all yesterday, um, a couple days before I've had [PII] and [PII] at the Social Security getting their stuff taken care of. [PII]'s her own payee. My nephew [PII], I have to be his payee.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And it's stuff that I'm learning because my mom, you know, my dad passed away in [PII], and I guess when my mom having no strokes throughout the last couple of years, it's just that just falling through the cracks and so I'm kind of picking up pieces type of things.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I didn't, yeah, I'm just trying to figure out the, the easiest and best way to do it. So but if, if you're telling you tell me what, what you want me to do, uh, Miss [PII] and I'll do it that way.
[AGENT][NEUTRAL] Yeah. It might.
[AGENT][NEUTRAL] Yeah, uh, you can, uh, wait and see if you get the estate set up before the 120 days. If not, we can reissue it again, uh, when you do get it set up, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because I, I, I, I didn't know how to get an EIN number and all this other stuff and, and whatnot, so that's why because I, I, I don't know how long that takes and and all that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, OK, so go ahead and just try to get the.
[AGENT][NEGATIVE] Surely, it wouldn't take 120 days, I wouldn't think.
[AGENT][NEUTRAL] I don't know. I, I honestly don't know how the procedures are or anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I don't either. I mean, I'm, I'm kind of learning this all myself so.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I understand, yeah.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] Yeah, because I was gonna use that money so I could help [PII] and [PII] get furniture and stuff like that, but they got the bank says if I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have to I have to wait for the, for the court case to be brought in front of the judge.
[CUSTOMER][NEUTRAL] It has to be I guess adjudicated and then I have to get the EIN number and then they have to bring all that legal paperwork to them and then they have to send it to their legal department.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And he made it seem like it would be several months so that's why I was just like, oh crap, I didn't know really what to do.
[AGENT][NEUTRAL] Right. Um.
[AGENT][NEUTRAL] You might wanna just check with your lawyer and see what they say to do um.
[AGENT][NEUTRAL] And like I said, you can send it back and um but we would have to send it to, you know, half to you and half to her.
[CUSTOMER][NEUTRAL] I mean, no, that's fine. I mean, I'll, um, I can deal with that, you know, whatever.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] You know, but so go and check on my lawyer first and see if I can get a time frame and then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If it looks like it's gonna be a long time, holler back at you and then resend the check back.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] 36
[CUSTOMER][POSITIVE] OK, I appreciate the guidance so much.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with, or?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, that's it. I'll let you know if there's anything I need to do.
[AGENT][POSITIVE] OK. All right. Well, thank you, Mr. Body.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Uh thank you ma'am.
[AGENT][POSITIVE] Mhm. Have a good day. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.