AccountId: 011433970860
ContactId: 0439cf4f-da47-436b-b9a4-355e4116e36d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 995039 ms
Total Talk Time (AGENT): 209655 ms
Total Talk Time (CUSTOMER): 153156 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/0439cf4f-da47-436b-b9a4-355e4116e36d_20250408T13:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This isle and Great Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm doing fine, [PII]. Thank you for asking. How about yourself?
[CUSTOMER][POSITIVE] Well good I'm good, thank you. So I have the group administrator on the line with group 21401.
[AGENT][NEUTRAL] 21401.
[CUSTOMER][NEUTRAL] Correct, ML Automotive Florida location.
[AGENT][NEUTRAL] Yeah I see, OK.
[AGENT][NEUTRAL] And you have
[CUSTOMER][NEUTRAL] [PII] Sample.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Uh-huh, all group information has been verified.
[CUSTOMER][NEUTRAL] And she's calling because she received that refund check.
[CUSTOMER][NEUTRAL] But there is one of the people that she says the refund is for which is a [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And she says that she should not be terminated. She's not sure why she received that check because she they've been receiving premiums. She's still employed there.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] And she said it makes no sense that it's showing as an August termination date.
[AGENT][NEUTRAL] OK, and um.
[AGENT][NEUTRAL] What's a good callback number for [PII]?
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] It is the one that is actually in line for the group, the [PII].
[AGENT][NEUTRAL] Alright, [PII]. Got you.
[CUSTOMER][NEUTRAL] Yes ma'am, that is correct, and I'm making a note on the.
[AGENT][NEUTRAL] And she's calling on [PII]?
[CUSTOMER][NEUTRAL] Mhm, and I am making a note on [PII]'s policy.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty, dear. You can send your phone on and I'll see what I can do for her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, thank you.
[CUSTOMER][POSITIVE] OK, well, thank you so much, Meet. I hope you have a wonderful day.
[AGENT][POSITIVE] You as well, [PII]. Thank you.
[CUSTOMER][POSITIVE] You're welcome and thank you. OK, here comes [PII].
[AGENT][NEUTRAL] Uh-huh. Mhm.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in group billing. Um, [PII] said that a good callback number for you is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Good morning. Yes, it is.
[AGENT][NEUTRAL] OK, [PII] and 2 that is on group um [PII] location.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and she said that you are calling on [PII] about the refund that you received?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right. Let me see what I can, and I can help you with this.
[AGENT][NEUTRAL] All right, let's see what we have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am working on this to see.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] And she said that [PII] should not be terminated, is that right?
[CUSTOMER][NEUTRAL] Yes, that's correct, ma'am. She's still working here and she told me that the day of the termination was [PII] and [PII]'s.
[CUSTOMER][NEUTRAL] Still here.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Looking to see where we got that information, so.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what I'm seeing is that her policy was lapsed effective.
[AGENT][NEUTRAL] 121.
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I do apologize. I'm checking to see where.
[CUSTOMER][POSITIVE] Oh, no, no worry. That's OK.
[CUSTOMER][NEUTRAL] I'm also checking on my side the uh the payroll report or deductions.
[CUSTOMER][NEUTRAL] Maybe she did not, actually, I'm gonna go to.
[CUSTOMER][NEUTRAL] Yeah, she elected God Medical in [PII].
[CUSTOMER][NEUTRAL] I, I'm looking at her and her role plans in Employee Navigator and she did choose the uh that medical so it's not that we've been charging her, you know.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Uh, I, I'm still looking to make sure.
[CUSTOMER][POSITIVE] No, no, no worries.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Because that's what we're showing is that it turned in.
[AGENT][NEUTRAL] It's 121.
[AGENT][NEUTRAL] Let me double check. I may be wrong.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Those colors.
[CUSTOMER][NEUTRAL] Yes, so what do you wanna do for me you wanna you wanna do mhm.
[CUSTOMER][NEUTRAL] But I thought I
[CUSTOMER][NEUTRAL] You wanna announce it
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Everybody here you go.
[CUSTOMER][NEUTRAL] I don't want to say the kids who have to work that day, and they can come at [PII] then.
[AGENT][NEUTRAL] OK, I have not found where.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] We got that information. I would have to do some more research on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I am showing that her policy has has terminated and that's the reason why you got the refund.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm checking the others. Let's see.
[AGENT][NEUTRAL] OK. Like I said, I'd have to check this to see um what happened, but um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But her policy is terminated.
[CUSTOMER][NEUTRAL] I'm gonna reach out to my broker as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe it was done by mistake or something, so yeah, I'll do reach out to them as well.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Because I was checking on their invoices as well to see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What I could see on here.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] But yes, ma'am, um, and I've got your number, so if I find out, see what I can find out on this for you as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much for your time. Appreciate it.
[AGENT][POSITIVE] You're so welcome and thank you [PII]or calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.