AccountId: 011433970860
ContactId: ecfea4ff-feed-45ad-b2e0-014c52b2c6d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344399 ms
Total Talk Time (AGENT): 108543 ms
Total Talk Time (CUSTOMER): 156016 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/ecfea4ff-feed-45ad-b2e0-014c52b2c6d5_20250603T20:23_UTC.wav
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[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good afternoon. Would you like the policy number?
[AGENT][NEUTRAL] Uh, yes, please.
[CUSTOMER][NEUTRAL] 025 02554.
[AGENT][NEUTRAL] OK, and are you calling for yourself or are you with the provider or?
[CUSTOMER][NEUTRAL] No, I'm calling for myself.
[AGENT][NEUTRAL] OK. And can I get your first and last name and your date of birth, please?
[CUSTOMER][NEUTRAL] My name is [PII]. And my date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And can you verify your address and your email address?
[CUSTOMER][NEUTRAL] What else?
[CUSTOMER][NEUTRAL] My email is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] And then do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, well, right now you can, I have two phones, uh, I have the [PII] and [PII].
[AGENT][POSITIVE] OK, thank you. And how can I help you today?
[CUSTOMER][NEUTRAL] Yes, uh, let me ask you because, uh, I wish my bad, I had a lot of things going on a few months ago, and when you guys send me the checks, uh, some of them, uh, when I deposited the bank told me that uh they, they kicked it back, not.
[CUSTOMER][NEGATIVE] And I don't know if it was because I already had deposited electronically or if because you guys have a 120 day gap and I have another one in my hands that I don't dare to deposit because the bank charged me money the last time.
[CUSTOMER][NEUTRAL] Uh, if I didn't catch it, would you know?
[AGENT][NEUTRAL] Um, yeah, is it a check for, was it a claim for yourself or for your, uh, dependent?
[CUSTOMER][NEUTRAL] Yes, my claim for myself. I, it was a mixture. I can give you the, the one that I have in my hand.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would you like the check number?
[AGENT][NEUTRAL] Uh, sure, that'd be fine.
[CUSTOMER][NEUTRAL] 202234 0.
[CUSTOMER][NEUTRAL] I just need to know so I, you know.
[CUSTOMER][NEUTRAL] I had a lot of
[CUSTOMER][NEUTRAL] It just was a few months ago and that's why I'm sorry if I sound ignorant.
[AGENT][NEUTRAL] Uh, let's see, so that one.
[AGENT][NEUTRAL] 522,640.
[AGENT][NEUTRAL] Yeah, it looks like that was dated, um.
[AGENT][NEUTRAL] Let me get that.
[CUSTOMER][NEGATIVE] Because I had several other ones and I had a lot of problems with the bank with the other ones.
[AGENT][NEUTRAL] Yeah, that one was dated [PII] or [PII].
[AGENT][NEUTRAL] So it would have been outside of the date for cashing it.
[AGENT][NEUTRAL] Well, that one was cash actually.
[CUSTOMER][NEUTRAL] Which one they want?
[AGENT][NEUTRAL] The 202.
[CUSTOMER][NEUTRAL] The $180.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What's cash?
[AGENT][NEUTRAL] That one was cash.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the other ones, would you know, or I have to uh
[AGENT][NEUTRAL] Uh, no, let me, I can look them up for you. Let's see. So that one was cashed. Um, let me see.
[CUSTOMER][NEUTRAL] I just wanna make sure so I can throw this one out.
[AGENT][NEUTRAL] OK. 20.
[CUSTOMER][NEUTRAL] And the other ones, if I catch them so I can disregard the whole incident.
[AGENT][NEUTRAL] OK, let's see, 2020462.
[CUSTOMER][NEUTRAL] Oh right here, I think I know.
[AGENT][NEUTRAL] Sorry
[AGENT][NEUTRAL] Uh, there was one for 650 that was cashed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, because that was check number [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then let me tell you the other one.
[AGENT][NEUTRAL] See, that is.
[AGENT][NEUTRAL] 20
[CUSTOMER][NEUTRAL] I just wanna make sure that all of them were cash, that's all.
[AGENT][POSITIVE] Oh yeah, totally understand.
[CUSTOMER][NEUTRAL] Yeah, one of them, OK, I have one of them was for $660.
[CUSTOMER][NEUTRAL] That I can give you the check number.
[AGENT][NEUTRAL] That [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That one was cash [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Oh, I'm so sorry, um.
[AGENT][NEUTRAL] Yeah, it looks like those, those three have all been cashed. [PII].
[CUSTOMER][NEUTRAL] OK, so all of them were cash, correct? for total of 4. OK, not a problem.
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] OK. Thank you for your time. Thank you very much.
[AGENT][NEUTRAL] OK. And uh anything else I can help with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, have a nice week. Thank you.
[AGENT][POSITIVE] Thanks for calling ATL. You do too. Bye-bye.
[CUSTOMER][NEUTRAL] But