AccountId: 011433970860
ContactId: fccef68d-77e2-4109-b3cf-c842696594a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1416910 ms
Total Talk Time (AGENT): 522604 ms
Total Talk Time (CUSTOMER): 227711 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/fccef68d-77e2-4109-b3cf-c842696594a7_20250513T17:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling because I got a letter in the mail addressed to my husband. It's about a check number that was never cashed or something for $50 but I don't know what APL is or why we would have gotten a check from you guys. I just wanted to see if it was a scam or if it's something I was supposed to get.
[AGENT][NEUTRAL] OK, Ms. [PII], so you said that you were calling on behalf of your husband. Is that correct?
[CUSTOMER][POSITIVE] Yes, I can, he's right here if you wanna talk to him.
[AGENT][NEUTRAL] OK, so I will have to speak to him, Miss [PII], but first off, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And does it reference a policy number on the information you received?
[CUSTOMER][NEUTRAL] I have a payee reference number and I have a claims paid on policy and there's a number after that as well.
[AGENT][NEUTRAL] What is the policy? Where, where it has policy, what is that number?
[CUSTOMER][NEUTRAL] It says claims paid on policy 02495428.
[AGENT][NEUTRAL] OK thank you one moment while I get that information pulled up please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes and you said your husband is there?
[CUSTOMER][POSITIVE] Yeah, he's right here.
[AGENT][NEUTRAL] OK, so yes, ma'am. I will have to speak to him.
[CUSTOMER][NEUTRAL] OK, one second.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, this is [PII] with APL. Who, who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. Hi, Mr. [PII]. So your wife um [PII] was calling regarding a letter that you all received about a check that it shows that was never cashed or cleared. OK. So I need to verify your information with you first for security purposes, and then we can go from there, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. So first off, if you could please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, your phone, what is your phone number because that's obviously different than what your wife gave me as her cell phone number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and the last piece of information to verify it's gonna be your email and this does appear to be a personal email that's on file.
[CUSTOMER][NEUTRAL] Uh, should be my first and last name, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you for verifying all of your information. So this, um,
[AGENT][NEUTRAL] This is a legitimate company. First off, it's not a scam. I show that you're employed with Supreme Service and Specialty Company, is that correct?
[CUSTOMER][NEUTRAL] Yeah. Yes, ma'am.
[AGENT][NEUTRAL] OK. So this.
[AGENT][NEUTRAL] There was a claim that was filed for a wellness benefit.
[AGENT][NEUTRAL] For a data service for a wellness screening you had back in [PII] and we did issue you a $50 benefit.
[CUSTOMER][NEUTRAL] Oh, all right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For that.
[CUSTOMER][NEUTRAL] OK. All right. All right. Well, it, I probably ended up throwing it away and my wife threw it away not knowing it was real.
[AGENT][NEUTRAL] All right. So give me just a moment, Mr. [PII], um.
[AGENT][NEUTRAL] I mean, to pull up a few pieces of additional information, so bear with me just a second.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] So, on that letter, can you tell me what the letter, how the letter reads?
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Um, it says re outstanding check number 2009042. During a routine audit of our records, we discovered that the above reference check number issued to you has not been presented to our bank for payment. We have listed additional information below to assist you locating or determining the status of the check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] And then it gives you the reference number, check number check date, amount payment of.
[AGENT][NEUTRAL] OK, so would you please give me that check number again?
[CUSTOMER][NEUTRAL] 2009042
[AGENT][NEUTRAL] Pay in the amount of $50 and the date that it shows on the of the check?
[AGENT][NEUTRAL] Is it listed today?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me see one moment.
[AGENT][NEUTRAL] OK. So give me a moment and I'm going to have to send a request to the contact person that handles this type of circumstance and to, um, so that they can be in contact with you. Give me just a moment to do that, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, free money on the free money website you have $50 checks coming in and out.
[CUSTOMER][NEUTRAL] You know why you talking to me.
[AGENT][NEUTRAL] And once I get finished doing this, um, I'm going to give you some information as well. I'm gonna send you an I'm gonna send you an email Mr. [PII] regarding our portal because we have a portal for our members and it's called the online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this portal once you set up your profile you can actually add in direct deposit information so that in the future if we receive a claim that we're paying benefits to you, they can be electronically deposited instead of a paper check having to be email I mean mailed to you.
[CUSTOMER][NEUTRAL] You probably.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, yeah. And it's also gonna give you access to your policy information online, claims information. So again, I'll, that'll be an email I'm gonna send to you in just a moment as well. So just bear with me while I send this other one first, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] thank you.
[CUSTOMER][NEUTRAL] A couple of dollars one those one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I.
[AGENT][POSITIVE] Thank you for your patience, Mr. [PII], while I'm doing this.
[CUSTOMER][POSITIVE] Oh, no problem.
[AGENT][NEUTRAL] OK, so on there, does it give you, um, does it give you a place where you can.
[AGENT][NEUTRAL] Sign it and return that to our office.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I don't necessarily have to have anyone to call you back and looking a little bit further if you will just complete that form.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] You can, um,
[AGENT][NEUTRAL] Contact you can send it back to us.
[AGENT][NEUTRAL] Or you can fax it. There should be a fax number on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Is there a fax number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Uh, no, the fax, you said that's a fax number?
[CUSTOMER][NEUTRAL] Yes ma'am, it says if this check has recently been cash or deposited, please disregard this notice. If you are unable to locate the check and would like it to issue your replacement check, please sign and return the entire notice to our office, or you may fax it to [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, so do you mind bearing with me just a moment? I need to check on something regarding that fax number, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, bear with me. I'm just checking on that, that fax number. I'm just not familiar with it, but I'm sure it's a valid fax if it's on the letter. I'm just not familiar with that particular one, and that may be something new regarding these letters. So bear with me just a moment to check on that for you. In the meantime, I'm gonna go ahead and send you that email, Mr. [PII], that I was talking about, um.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's gonna have those the user guide for our portal like I said because it's easier if you just go in you can add in that direct deposit information and it's there and you can file wellness claims online also.
[AGENT][POSITIVE] So you don't even have to submit any type of, you know, it has a button for follow wellness or submit wellness claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] It's just it's a lot easier to do that way.
[CUSTOMER][NEUTRAL] Yeah, my I know my company does.
[CUSTOMER][NEUTRAL] My company does all the wellness stuff where I, I don't, I just show up, get, get the wellness check and leave and then they submit everything else for me.
[AGENT][NEUTRAL] Oh, OK. Well, if you go ahead though and set up your profile, even though they're submitting the claim.
[AGENT][NEUTRAL] Just like this time, they may have filed it for you, but we mailed a check. So if you set up the portal and add in that direct deposit information, you know, it'll just come directly to your account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Sounds good to me.
[AGENT][POSITIVE] We always like to get money in our account.
[AGENT][NEUTRAL] I know I do anyway.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][MIXED] It just doesn't happen as much as it goes out, but I still like it when it does.
[AGENT][NEUTRAL] OK, so I have just emailed you that user guide. Email that you're gonna receive from me will come from [PII].
[AGENT][NEUTRAL] And I did put APL.
[AGENT][NEUTRAL] Online service center portal in the subject line so that that's easy to recognize as not being junk mail.
[AGENT][NEUTRAL] So you should have that before you and I are finished with our call since I'm still waiting on a response to my question about that fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just got the email.
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK, somebody looks like somebody is uh.
[AGENT][NEUTRAL] Responding to me.
[AGENT][NEUTRAL] So your letter just says to return it.
[AGENT][NEUTRAL] To our office.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, please sign and return the entire notice to our office or you may fax it at [PII].
[AGENT][POSITIVE] Thank you for your patience and me looking at all of this. I didn't realize it was gonna take quite this long.
[CUSTOMER][POSITIVE] Oh you're welcome.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there a way that you could email it?
[AGENT][NEUTRAL] Email that letter.
[AGENT][NEUTRAL] Just so that we can have a copy of it because we want to see that fax number. We're checking on that fax number.
[AGENT][NEUTRAL] Is there a way that you can
[CUSTOMER][NEUTRAL] Is, can I reply to the email that you had sent me?
[AGENT][NEUTRAL] Um, can you attach a copy of that letter to it?
[AGENT][NEUTRAL] That's the same email yeah well if you just, yeah, just type it out to care team instead of sending back that email with the, you know.
[CUSTOMER][NEUTRAL] Yeah, I could take a picture and reply.
[AGENT][NEUTRAL] Just send an email to that [PII] [PII] and attach that letter.
[AGENT][NEUTRAL] And ask them to please verify.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If you want to go ahead and sign it, you can. I mean, you're gonna have to return. I'm just trying to verify how you need to get that back. If that's.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I mean you will still have to sign it for us to be able to reissue you another one.
[AGENT][NEUTRAL] Just let me know once you've done that so that I can tell the people that will be looking for that email.
[AGENT][NEUTRAL] Are you able to do that while we're on the phone, Mr. [PII]?
[CUSTOMER][POSITIVE] Yes, ma'am. I'm sending it right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It shows to have
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, they said that they, I've been told that once they get it and look at it, that someone's gonna respond back to you.
[AGENT][NEUTRAL] So either letting you know that that's, you know, all you need to do or if you were to need to fax it, you know, some other method.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] If they can't accept it via the email like that, but we just wanted to verify, we need to verify that fax number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see, OK, so you've received your user guide for me.
[AGENT][NEUTRAL] OK, hold on, they tell me they're looking so if you don't, if you need to go, you can and we'll just get back to you. OK, you're sure?
[CUSTOMER][NEUTRAL] Oh, I don't, um.
[CUSTOMER][POSITIVE] Yeah, I'm not at work or anything so it's perfectly fine.
[AGENT][POSITIVE] Oh, OK. OK, great then.
[AGENT][NEUTRAL] OK, so she we're still waiting for it to come through on our end, but we can either call you back or send you an email, whichever you prefer.
[CUSTOMER][NEUTRAL] Uh, you can do email. It's fine.
[AGENT][POSITIVE] OK, alright, well I will put that in your note and again thank you for your patience and letting me check on all this for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So is there anything else at the moment I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK, well then thank you and your wife again for calling APL and I hope that you both have a very nice afternoon.
[CUSTOMER][POSITIVE] All right. I hope you have a good day too.
[AGENT][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] All right, bye bye.