AccountId: 011433970860
ContactId: f5693329-b9fa-4570-a252-aa4ef018f93e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1381680 ms
Total Talk Time (AGENT): 324795 ms
Total Talk Time (CUSTOMER): 569113 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/f5693329-b9fa-4570-a252-aa4ef018f93e_20250423T19:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I called on Monday. My name is [PII].
[CUSTOMER][NEUTRAL] Um, I called on Monday about, um, uh, a check that I received.
[CUSTOMER][NEUTRAL] And I'll talk to somebody and they were supposed to be checking into it and we was gonna call me back.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I haven't heard anything in it.
[CUSTOMER][NEUTRAL] Wednesday so I wanted to follow up.
[AGENT][NEUTRAL] I'm sorry about that, [PII]. Let me take a look. Do you have your policy number, check number, anything like that?
[CUSTOMER][NEUTRAL] I have the check numbers.
[AGENT][NEUTRAL] OK, let's take a look. Go ahead.
[CUSTOMER][NEUTRAL] Hold on, I gotta grab my purse.
[CUSTOMER][NEGATIVE] Oh shit.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][POSITIVE] Being real quick, I apologize for not having them ready.
[AGENT][NEUTRAL] No
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] One of them is.
[CUSTOMER][NEUTRAL] 02038707
[CUSTOMER][NEUTRAL] And then the other one is 02038426.
[AGENT][NEUTRAL] 26 at the end.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Pardon me, I'm working, so can I, I'm gonna answer this call real quick.
[AGENT][NEUTRAL] No, go ahead. Yeah, no, go ahead.
[CUSTOMER][NEUTRAL] Thank you for calling Career Source Northeast Florida. How may I direct your call?
[CUSTOMER][NEUTRAL] Um, we, let me do this, uh, we, we send out an email to everybody that, um, is interested in that program, and it's called the we owe a scholarship program. So let me send you the email real quick.
[CUSTOMER][NEUTRAL] Um, it'll take me a minute to get it ready, OK?
[CUSTOMER][NEUTRAL] What's your email address?
[CUSTOMER][NEUTRAL] Hold on for me.
[CUSTOMER][NEUTRAL] I'm gonna fill it back to you, OK?
[CUSTOMER][NEUTRAL] I'm gonna place you just on mute. I'm not gonna put you on hold. I just wanna mute the phone just so I can read this email back to her, OK?
[AGENT][NEUTRAL] No, go ahead.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It it should be from a a help at email.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And make sure you check your um your.
[CUSTOMER][NEGATIVE] Junk mail as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I haven't received it back so.
[CUSTOMER][NEGATIVE] No, I'm saying I haven't received it back.
[CUSTOMER][NEUTRAL] I have to resend it so hold on real quick for me.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So really it looks like you were just trying to find out why you got two different checks, right? It seems like that's what they were researching for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, I say that she sent the request to research it. I don't know why nobody has called you back. I'm gonna place you on hold and reach out to another department if you don't mind.
[CUSTOMER][NEUTRAL] That's fine, yes ma'am.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And just uh.
[AGENT][NEUTRAL] Oh wait a chat.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] in customer care. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good how are you, [PII]?
[AGENT][POSITIVE] Good, thank you for asking. [PII], have you heard anything about people getting duplicate checks or anything?
[CUSTOMER][NEUTRAL] I have not.
[AGENT][NEUTRAL] Hm, I have an insured on the line with a duplicate check and she had requested a call back a few days ago. She hasn't heard from anybody. Is that maybe something you could look at with me or am I in the right place?
[CUSTOMER][NEUTRAL] Um, I can look at it.
[CUSTOMER][NEUTRAL] I guess it depends on what it's for. What's that policy number? We'll see if we can figure something out.
[AGENT][POSITIVE] Alright, thank you. I appreciate you. Her policy number is 945517.
[AGENT][NEUTRAL] For [PII] and then I have both the check numbers.
[AGENT][NEUTRAL] It looks like it was a reissue based off of the notes um.
[CUSTOMER][NEUTRAL] I don't see a void on the policy though.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] 4122 replacement of check blah blah blah and should received two checks for same amount check that and that not sure if that's correct call back this.
[CUSTOMER][NEUTRAL] OK, so I see [PII] voided or she.
[CUSTOMER][NEUTRAL] Uh, hang on, let me see.
[AGENT][NEUTRAL] Yeah, it looks like she did.
[CUSTOMER][NEUTRAL] What that check number belongs to.
[AGENT][NEUTRAL] That's what I was going to look because it was issued back in [PII].
[CUSTOMER][NEUTRAL] Yeah, that's
[AGENT][NEGATIVE] Weird.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] 14.
[CUSTOMER][NEUTRAL] [PII], it's showing as voided.
[CUSTOMER][NEUTRAL] But the claim wasn't watered, it looks like.
[CUSTOMER][NEUTRAL] [PII] was the original date that it was issued.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So what that's the claim number that it belongs to so.
[CUSTOMER][NEUTRAL] Claim
[CUSTOMER][NEUTRAL] 259-9289.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Reissued.
[CUSTOMER][NEUTRAL] But not voided.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the thing is,
[CUSTOMER][NEUTRAL] It's not for that amount 40122.
[CUSTOMER][NEUTRAL] Why did they just combine them all onto one check? I wonder.
[AGENT][NEUTRAL] Combined
[AGENT][NEUTRAL] That's, that's what I'm thinking.
[CUSTOMER][NEGATIVE] I'm gonna add up
[CUSTOMER][NEUTRAL] I'm gonna add up all of these.
[CUSTOMER][NEUTRAL] And see if it let's see 8138.
[CUSTOMER][NEUTRAL] And then 25992 89 was 3751.
[CUSTOMER][NEUTRAL] Because all of them were like.
[CUSTOMER][NEUTRAL] Processed on the same date?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, that's
[AGENT][NEUTRAL] 401 22.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] For all 3 of those?
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] So that's what they had to have done. I was gonna, I mean, I was gonna tell her to just rip up one of the checks, but she got 2 for the same amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] So she was
[CUSTOMER][NEUTRAL] The thing is, is it says spoke with insured sent hub requests.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] For a replacement of this check, but this check not only in line does it not show.
[CUSTOMER][NEUTRAL] That it's been
[CUSTOMER][NEUTRAL] Wonder what the data, what was the date of service for this, uh, [PII], so it was processed under the correct one. So not only has it not been voided in.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The system
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] But it also is not showing reprocessing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, what is that check for?
[CUSTOMER][NEUTRAL] I mean I know that all three of those like add up. Have you looked on the hub request to see if anybody has like notated it or looking into it or anything like that?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So I, I'll be honest, man, I looked for the request. I could not find it. I searched my policy number. I did a Control F.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then I did just scroll through because I see that the Hubblecrest, S. Dowd, that's [PII]. So I was like, OK, well, let me just look for [PII]'s name, you know, and like, I don't know if I'm missing it or like I didn't even see it. I did not reach out to her and ask her if she maybe forgot to do it or.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I can
[CUSTOMER][NEUTRAL] Let's see, um.
[CUSTOMER][NEUTRAL] I wish they
[CUSTOMER][NEUTRAL] Because it says received two checks for the same amount.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Check.
[CUSTOMER][NEUTRAL] 203-870-7 which was is outstanding I'm assuming that's one of them 401-22 and then she has 203-8426 which is also outstanding of course because it was just issued for 401 see so one was issued on [PII], the other one was issued on [PII], so like 3 days later it's like what is going on?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And then one
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh that's what I was saying cause I was like, which one was issued first and then I'm like, OK, let me check my notes. I'm like sometimes it'll say what it was for, um.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, and you know what, I don't even know if we had Cohub request.
[CUSTOMER][NEUTRAL] When we, well we did recently, but back in we we didn't have it.
[CUSTOMER][NEUTRAL] In [PII], but this is showing [PII] which is showing the new, the most recent check.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So, but why would we, uh, hang on, let me say something real quick. I wonder if it was like unclaimed property type stuff still should have been voided in the system.
[AGENT][NEUTRAL] Oh, it may have been.
[AGENT][NEUTRAL] Right, let's see.
[CUSTOMER][NEUTRAL] But let me
[AGENT][NEUTRAL] I'm checking SharePoint again to see if I see anything.
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] OK, um, let me see under this correspondence.
[CUSTOMER][NEUTRAL] This is definitely an unusual situation.
[CUSTOMER][NEUTRAL] OK, so I see under correspondence.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That we have check number and this one is in regards to 8426. It says that it replaces that original.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then on [PII] it's correspondence but it's not saying that it's replacing the other one it's still saying that it replaces the original.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But like who's issuing these? let me see if I can figure that out.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] It doesn't, it just shows.
[CUSTOMER][NEUTRAL] Unknown action.
[CUSTOMER][NEGATIVE] Doesn't show doesn't show like who did it who uploaded it.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There's not anything out here.
[CUSTOMER][NEUTRAL] Um, since this is Medlink, I'm might can get Sandra. I'm also going to double check and see if somewhere.
[CUSTOMER][NEUTRAL] I can find it in the hub. I don't know, um, let's see, 0094517. OK, so it's not 945517. 0, I may have found something.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Oh yay.
[CUSTOMER][NEGATIVE] OK, it shows not started.
[AGENT][NEUTRAL] Oh, well that makes sense then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, so it says.
[CUSTOMER][NEUTRAL] So from [PII] regarding two checks she received both were for the same amount. These notes are referencing them as replacement check insured wants to know if she should have received two and what claims they would have been for. I was not sure if it was reissued twice in error. Her call back is this. Then [PII] on the care team says please see below message and handle as appropriate. That was on [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was assigned to [PII] um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] I think was out yesterday and [PII] would have been.
[CUSTOMER][NEUTRAL] Sunday? The heck, who's working on Sunday? No, it would have been Monday, sorry, today is Wednesday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, let's see, let me see if she's been out. I think she's been out all week.
[CUSTOMER][NEUTRAL] Uh, [PII] left at [PII] on Monday morning, [PII]ut it looks like she's been here the rest of the week, so I don't know why it would have been assigned to [PII], but it was, um, either way I can, I can reach out because like I said it's not voided in line. What what are these checks for because we have.
[AGENT][NEUTRAL] Maybe
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And the original um.
[CUSTOMER][NEGATIVE] Is showing as voided, so the original was voided.
[AGENT][NEUTRAL] Right, right. OK.
[CUSTOMER][NEUTRAL] But it wasn't voided in line and reissued, so that's where it's just like what is going on.
[AGENT][NEUTRAL] Well, I.
[AGENT][POSITIVE] Right, well, good job finding that thing. I couldn't even find that so.
[CUSTOMER][NEUTRAL] Oh, sometimes, so depending on who creates the, the request, sometimes they'll put the bureaus and stuff in front of the policy number and sometimes they don't, so you just have to try all the ways.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] All right. All right.
[CUSTOMER][NEUTRAL] But yeah let me reach out to [PII] or [PII] and see if somebody knows what's going on or if they've looked into it because like I said this note from [PII] is from [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] And that was Monday and I know [PII] left early but it's Wednesday now and we still don't know what's going on so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so we'll.
[CUSTOMER][NEUTRAL] I know somebody was supposed to call her back already, but tell her I promise I'll call back this time.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] No, yeah, no, definitely, and now that I can confirm the request and everything like that, that'll probably make her feel better. So I appreciate all your help with this, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, no problem at all.
[AGENT][POSITIVE] All right have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Oh Lord have [PII].
[AGENT][POSITIVE] [PII], I am so sorry for the long wait. Are you still there?
[CUSTOMER][POSITIVE] You're good, yes, ma'am.
[AGENT][NEUTRAL] All right, so I was talking to somebody over in claims because um as you were on the phone I was trying to find a call back request and see if anybody had started it if there were any notes in it because I would definitely lend me some more information um so I spoke with I spoke with [PII] in the claims department and um the callback has been started as far as they were researching the check information.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, she reached out to the examiner directly that's working on this. Um, she was out of the office on Monday it looked like, but at this point she's like, you know, we definitely need to know what's going on with this. So she had asked that they call you back. Um, they're working on it right now and looking at it. She didn't have an answer for me right now, but she did assure me that they would call you back today.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, that would be awesome.
[AGENT][POSITIVE] Oh, yeah, and so I'm sorry.
[CUSTOMER][NEGATIVE] Yeah, because I don't want it to get to, I don't want it to get to a point to where 30, 30 days down the road and now these checks have been canceled.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. Yeah, abs.
[CUSTOMER][NEUTRAL] You know, I don't know how that goes but.
[AGENT][NEUTRAL] Yeah, no, absolutely, so she, um, they're working on it right now and so they have all your information and uh the previous agent like I said, yeah, she did do the call back I just I'm sorry nobody's gotten back to you yet but uh end of day somebody should reach out OK?
[CUSTOMER][POSITIVE] I appreciate that.
[CUSTOMER][NEUTRAL] If you want to tell
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yeah, not a problem. Have a good one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.