AccountId: 011433970860
ContactId: 13e4f7a6-5c5e-4995-beff-0ab0b8396525
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 781229 ms
Total Talk Time (AGENT): 278915 ms
Total Talk Time (CUSTOMER): 315682 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/13e4f7a6-5c5e-4995-beff-0ab0b8396525_20250217T20:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm actually calling from American Fidelli, um, customer engagement department and I have a, um, issue with the customer that sent premiums over to you guys and you guys are actually sending it back to us and I'm trying to check the status on that if you can assist me with that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What's the policy number, do you know?
[CUSTOMER][NEUTRAL] Uh yes, let me get that.
[CUSTOMER][NEUTRAL] It's for a life policy. The policy number is 959291701.
[CUSTOMER][NEUTRAL] And I have his account number if you need that as well.
[AGENT][NEUTRAL] And you said it's our policy that we turn our refund premiums back to you guys, [PII]?
[CUSTOMER][NEUTRAL] Um, yes, it's a life policy that he has. He only has the one policy.
[AGENT][NEUTRAL] Let me see, cause it looks like it's too many digits, but let me try.
[CUSTOMER][NEUTRAL] I may give you his um account number too it's 7 digits.
[AGENT][NEUTRAL] OK, that's the one I'm looking for. What's that one?
[CUSTOMER][NEUTRAL] Gotcha. It's 681-162-6.
[CUSTOMER][NEUTRAL] Should be for [PII].
[AGENT][NEUTRAL] Spell the last name for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Neither one of those policy numbers pulled up. Give me just a moment. Let's see if we can.
[CUSTOMER][NEUTRAL] And I don't think um he doesn't have an actual life policy with you guys. It's, it's through us, but he accidentally sent it to you guys.
[CUSTOMER][NEUTRAL] I mean what I mean you guys are also associated with this but he sent it to I guess the wrong address from his bank and.
[CUSTOMER][NEUTRAL] Um, you guys were able to confirm we.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, I'm sorry, go ahead.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] So if based on what you're saying I'm thinking you may need the billing department because there's no way I can pull it up if he's not in the system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got you, OK.
[AGENT][NEUTRAL] Um, is there anything that you might have that has somebody's name on it, maybe of who sent it back that way and we're not just going in circles.
[CUSTOMER][NEUTRAL] Mm let me see.
[CUSTOMER][NEUTRAL] Let me check the note because I know we did speak with someone that verified that um you guys received it so let me take a look at their notes.
[AGENT][POSITIVE] OK, take your time, [PII].
[CUSTOMER][NEUTRAL] It doesn't show who they spoke with only that you guys confirmed you have it, so I'm not sure maybe through billing the billing department.
[AGENT][NEUTRAL] OK, do you happen to have his check number and the amount?
[CUSTOMER][NEUTRAL] Um, let me see, I should be able to get that.
[CUSTOMER][NEUTRAL] Bear with me for just a moment.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] OK, he sent us a copy of it. Let's see.
[CUSTOMER][NEUTRAL] OK, so it's for $112.25.
[CUSTOMER][NEUTRAL] It was since [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the check number, I'm guessing this is it 989-812?
[AGENT][NEUTRAL] OK, [PII], and just in case we get disconnected, can I get your callback number too, please?
[CUSTOMER][NEUTRAL] Yes, um, you can reach me at [PII].
[AGENT][NEUTRAL] And what was his first name again? You said the last name was [PII] and what was the first name?
[CUSTOMER][NEUTRAL] Mhm. His first name is [PII], and that is spelled [PII]
[AGENT][NEUTRAL] OK, and you guys did get the check back from us, so you're just wanting to verify, right?
[CUSTOMER][NEUTRAL] Well, um, we haven't received it it looks like from you guys so we're just wanting to see has it already been um if a check has already been issued to us.
[AGENT][NEUTRAL] Oh, OK
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK. All right. I'm gonna double check on that for you, and I'm just gonna make sure I can provide them with a much detail so that we can assist you further, Ms. [PII]. Is there anything else I can help you with before I transfer you for further assistance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, no, I think that is all.
[AGENT][POSITIVE] Well thank you Miss. [PII] for your patience and again thanks for calling APO. You have a wonderful day and hold please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too, thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] with billing. How may I help you?
[AGENT][NEUTRAL] Hey [PII], I've got AFA on the back line, their billing department. They're calling because they're stating an insured inadvertently sent us a payment back in November.
[AGENT][NEUTRAL] And I guess they're pretty much stating that they did speak to someone and someone told them we had it and we're gonna refund the check.
[AGENT][NEUTRAL] Back to them, but we haven't done that yet and they're just following up on it.
[AGENT][NEUTRAL] Does that sound like anything you can help us with today?
[CUSTOMER][NEUTRAL] Um, I tried that, I mean, that's all I can do. Um, who you got on the, Tara?
[AGENT][NEUTRAL] OK. So her name's [PII]. Her name's [PII]. Uh-huh. And she's calling in regards to a check for a Salvatore Cirillo. Again, he's not our insured, he's theirs, and I guess she's
[CUSTOMER][NEUTRAL] Oh, [PII]. I know exactly what you're talking about. As [PII] about that.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, OK, let's see if I.
[CUSTOMER][NEUTRAL] Cause she, yes, yes. Um,
[CUSTOMER][POSITIVE] Um, you're right. That is one that's a Saboteur, uh, yes.
[CUSTOMER][NEUTRAL] [PII] would be able to help her with that.
[CUSTOMER][NEUTRAL] Because I know exactly what that's.
[AGENT][NEUTRAL] I think she's busy too. Um.
[AGENT][NEUTRAL] Let's see, I may have to take a message. OK, I'll just let her know.
[CUSTOMER][NEUTRAL] Yeah, instead of me having to transfer her to [PII], that's the only reason I, I'm, and I didn't want you to think I wasn't refusing to take a call, but when you said that name that that I know exactly what that's stuff about and [PII] was handling that so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She, she would know about that.
[AGENT][NEUTRAL] I think she's busy so I'm gonna see if I can call her.
[AGENT][POSITIVE] All righty. Thank you, hon.
[CUSTOMER][POSITIVE] OK. All right, love. Thank you. All right, bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm still here.
[AGENT][NEUTRAL] Oh, I'm so sorry. I was trying to get my supervisor on the phone because, and then it looked like you were gone, and I'm like, did it hang up?
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Oh, OK. So I did get my
[CUSTOMER][NEUTRAL] Oh, and really quick?
[AGENT][NEUTRAL] Uh-huh. Go ahead.
[CUSTOMER][NEUTRAL] Uh, I was gonna say there's actually 2 checks, so I wanted to make sure I gave you all of the information.
[AGENT][NEUTRAL] There are 2 checks. OK, so I did get somebody in the billing department and they actually told me that my supervisor is the one that is handling this. So I'm trying to see if I can give her a quick ring on it. I guess she's involved, um, and see if she can help us further with it. I'll let her know that you did state it was two checks, um, and I'll let her know what information I got off one of them, so she should be able to help both of us. All right, thank you, Ms. [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, awesome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] I'm sorry. OK. I'm trying to get her to you, but I guess it's the way, I can't call you through teams. I had to call you through here. Um, I've got Ms [PII] on the phone and she's calling about a Salvatore Cerullo. She said that she spoke to, well, somebody spoke to somebody, and we told her that we had inadvertently got his check, but it was for AFA and they're wanting us to check the status of it if we sent that back. Well it said that you were working on something like that.
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] I thought that it was already issued, but I'll have to dig it up. Will you just get her return phone call number and I will try to find it because it's under the vendor number.
[AGENT][NEUTRAL] OK. That number?
[CUSTOMER][NEUTRAL] Um, but yes, we did get it and it has been reissued. I'll just have to find it.
[AGENT][NEUTRAL] And she said something about it was 2 checks. Was that for 2 checks?
[CUSTOMER][NEUTRAL] There, there have been probably 4 or 5 that we have sent back to AFA that were sent to us in error, but he was one of them, um, that Cirillo tech, I know was one of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can just take her info. I just, I didn't know really what to tell her and how to handle it.
[CUSTOMER][POSITIVE] Yeah, just tell her I'll call her back and I'll try to dig up all those checks and when the dates were. I know some of them were last week, but I think his was the week or maybe even two weeks before that, so, um, but I need to dig those up. But yeah, if you'll get her name and number I'll call her back. Thank you, awesome bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I sure will, no problem. Thank you. Mm bye bye.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I do apologize. It appears that as soon as I was calling her, she got another call. Um, I've got your information and what I'm gonna do is let her know everything. She did tell me she was aware of it and she would definitely call you back today as soon as she gets off the phone. Um, I do apologize, but she, she is working on those and she's gonna let you know exactly what was what. Um, just to make sure, Ms. [PII], your phone number is [PII]. That's correct, right, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][POSITIVE] OK. All right. I'll let her know and thank you so much for your patience. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No problem. That is all. Thank you so much.
[AGENT][POSITIVE] Again, and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.