AccountId: 011433970860
ContactId: fd27bee9-0bfa-4ab4-914c-150ce624e7d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363940 ms
Total Talk Time (AGENT): 212277 ms
Total Talk Time (CUSTOMER): 131301 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/fd27bee9-0bfa-4ab4-914c-150ce624e7d7_20250312T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, I have a question. I, I received two checks from you guys and I was getting ready to tear it up. I just wanna make sure it's not ours, and I believe it's not because everything matched the first check you sent.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you got two checks, um, but were you just not expecting that second check?
[CUSTOMER][NEUTRAL] Right, but it's the, it's the same dates but just different check number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, same date and same amount.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, yeah, we can take a look at those checks and see what's going on with that. What was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Um, it's for [PII], but I'm actually on there, he added me on to speak with for authorization.
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][POSITIVE] And then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] I do, let me get it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02117201.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] There you are, and I do see you as a third party authorization. Thank you for mentioning that. Um, OK, I'm just gonna verify some information really quick. Can I get, uh, [PII]'s date of birth please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]. Address is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] You know the drill. All right, thank you.
[AGENT][NEUTRAL] Last thing I need is the uh email address we've got on file for him please.
[CUSTOMER][NEUTRAL] Um, I think I wrote it down as AND.
[AGENT][NEUTRAL] It's a [PII] account, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I didn't write out, oh, OK, hold on. [PII].
[AGENT][NEUTRAL] Yes ma'am, thank you so much for verifying that. OK, let's take a look here. Um, do you have both of you did say there were two the check numbers were different, right?
[CUSTOMER][NEUTRAL] Mhm. The check number that I, we put in the bank.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It was check number 20299.
[CUSTOMER][NEUTRAL] 10
[AGENT][NEUTRAL] OK, I do see that as the most recent claim. Are they the same check number? OK.
[CUSTOMER][NEUTRAL] And this is the same check number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, 202991. Yeah.
[AGENT][NEUTRAL] They're the same?
[AGENT][NEUTRAL] OK, well, that does make things simpler. I would have was a bit more concerned that they were two different check numbers. So then yes, it is definitely a mistake. You can feel free to destroy the one that you did not already deposit.
[CUSTOMER][NEUTRAL] Yep, OK, that's what I was gonna do when I, when I called you I just.
[AGENT][NEUTRAL] That can definitely happen sometimes, but, yeah.
[CUSTOMER][NEUTRAL] Because it wouldn't clear again because it's already cleared.
[AGENT][POSITIVE] Sure, yeah, absolutely.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You are very welcome. Did you have any other questions for me, [PII]?
[CUSTOMER][POSITIVE] Yes, I do, why you ask. Thank you. When, when would the next check be sent out?
[AGENT][POSITIVE] Sure, of course, yes.
[AGENT][NEUTRAL] Um, it is usually around the [PII] for disability, um, of every month, and then if you wanted to as well, I don't know if you know this or not already, I apologize you've already heard this, but you can set up direct deposit, um, if you prefer to do that instead of getting a paper check in the mail.
[CUSTOMER][NEUTRAL] I really would. Nobody's ever told us that.
[AGENT][NEUTRAL] Oh my goodness, OK, well that's why I always like to mention it. I feel like, you know, it might be redundant to some, but um, OK, so there's a couple of ways you can do that, [PII] if you wanted to um, I personally feel like I mean obviously it's much quicker and to me it's much safer as well. um, so do y'all have access to our online portal? Have you created an account on our website before?
[CUSTOMER][NEUTRAL] No, I haven't.
[AGENT][NEUTRAL] OK, um, so you can either do that or um if it's simpler I can just email you a copy of that direct deposit form um you would just fill that information out and then you can just email it right back to us.
[CUSTOMER][NEUTRAL] OK, would I need to send you a copy of a check and all that?
[AGENT][NEUTRAL] No ma'am, no ma'am, we just need that form filled out with the correct routing and account number.
[CUSTOMER][POSITIVE] OK, I can do that.
[AGENT][NEUTRAL] OK, and so I, I will email you that form but in that email I'll still go ahead and send you a link to our online portal if that was something you wanted to look at, um, it's a really easy way to upload claim information if y'all ever needed to and then of course you can also check on statuses of current claims.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Yes, and then you just want me to send it to um the [PII] we have the [PII] or was there a different one you'd rather me send it to?
[CUSTOMER][NEUTRAL] Well, they normally send [PII].
[AGENT][NEUTRAL] I uh.
[AGENT][NEUTRAL] [PII]. OK, I can send that to you there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, anything else I can help you with?
[CUSTOMER][NEGATIVE] But it's too late to have this one since, since it's already.
[AGENT][POSITIVE] For this one, yes. Oh well, obviously you have this current check, um, so for the next one, no, there, there definitely could still be time for that, um, well, as it's the [PII], you're right, I'm sorry, this month is going by so fast. I'm sorry. I was thinking it was like the 2nd dead coming um sorry about that.
[CUSTOMER][NEUTRAL] But this is the [PII].
[CUSTOMER][NEUTRAL] Yeah. Yeah.
[CUSTOMER][NEUTRAL] Can you tell me how much that one would be?
[AGENT][NEGATIVE] Yes, I can't um until it populates I'm unable to see that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You are welcome. Anything else I can help you with?
[CUSTOMER][POSITIVE] That was it. Thanks a lot.
[AGENT][POSITIVE] All right, yes ma'am. Thank you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.