AccountId: 011433970860
ContactId: 17291c26-3871-450c-b9a5-24259e9b767d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 849330 ms
Total Talk Time (AGENT): 323402 ms
Total Talk Time (CUSTOMER): 104063 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/17291c26-3871-450c-b9a5-24259e9b767d_20250605T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer care. I have an admin with a group on the line and she's calling about a check that they received that there was a hub request I guess put in for, um, the amount that was on the check and the letter they received aren't matching.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the group number is 16,460 for [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And the contact we're speaking with is [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, check. [PII] 27.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, to this question.
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][NEUTRAL] OK, here she comes one moment.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from group number 16,460. We received a check in the mail for some for some refunds, and I had called last week to find the check amount is different from the um paperwork amount.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] And so I'm just following up.
[AGENT][NEUTRAL] Let me see if I can help you. I've also sent a message to the processor who issued that check to see if she can let me know.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I'm actually the manager I partnered with [PII] put up email.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Um, I have that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Um, which I need that number was.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] 60.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let's see what this
[AGENT][NEUTRAL] Oh, so that was.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] She.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] She must be on break right now.
[AGENT][NEUTRAL] Let me look
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] She here today.
[CUSTOMER][NEUTRAL] and
[AGENT][NEUTRAL] Um yeah.
[CUSTOMER][NEUTRAL] I'll be a graduation
[CUSTOMER][NEUTRAL] OK, goodbye.
[AGENT][NEGATIVE] OK, that's not gonna help me.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's take a look and see if I can work backwards.
[AGENT][NEUTRAL] All right. Bear with me. It might take me a minute.
[CUSTOMER][POSITIVE] No, no problem, I'm working.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh 40.
[AGENT][NEGATIVE] That doesn't help either.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Probably gonna be.
[AGENT][NEUTRAL] 2 or 3 insured or 2 or 3 months of premium on laps policies or something like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Here
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Look here.
[AGENT][NEUTRAL] Alright. Alright, let's do laps policies.
[AGENT][NEUTRAL] Paid today let's go on to the bottom.
[AGENT][NEGATIVE] All right, well that doesn't help me at all.
[AGENT][NEUTRAL] Where is
[AGENT][NEUTRAL] Well, the world.
[AGENT][NEUTRAL] Um
[AGENT][NEGATIVE] not help.
[AGENT][NEUTRAL] Just try going the other way.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm, oops that um.
[AGENT][NEUTRAL] All right, [PII], I wonder if [PII]'s one of them.
[AGENT][NEUTRAL] Um, do you know offhand what?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The termination date for [PII], I don't know how to say his last name.
[CUSTOMER][NEUTRAL] That's OK. It's [PII], yeah, I have it here. Let me just look it up.
[AGENT][NEGATIVE] 00, yeah, I definitely was gonna, I definitely was not gonna pronounce it like that.
[CUSTOMER][NEUTRAL] That's OK, I understand.
[AGENT][NEUTRAL] I have them in my system as uh [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His last day was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] [PII]'s
[CUSTOMER][NEUTRAL] Oh she's been a while.
[AGENT][NEUTRAL] I have her in the system as 21.
[CUSTOMER][NEUTRAL] Uh, yeah, hang on, I'll look her up.
[CUSTOMER][NEUTRAL] Uh, so.
[CUSTOMER][NEUTRAL] Alley
[CUSTOMER][NEUTRAL] To one of this year?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that must have been Cobra then because she was on Cobra for a while because she turned out, um, last year April.
[AGENT][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] OK, so yeah, she must have still been on cover. OK, alright, so I got [PII] on there. Let's see about [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I wonder if that.
[AGENT][NEUTRAL] 84.
[AGENT][NEUTRAL] OK, that's not.
[AGENT][NEUTRAL] I would have, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you make.
[AGENT][NEUTRAL] My difference 154.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 4
[CUSTOMER][NEUTRAL] It's funny because the difference in the check doesn't equal any of the premium amounts.
[AGENT][NEUTRAL] That's what, that's what I was, yeah, that's what I was trying to figure, figure up as far as what to premium numbers.
[AGENT][NEUTRAL] would make up that amount.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] 77.
[AGENT][NEUTRAL] We have
[AGENT][NEUTRAL] 320, OK, yeah, that's what I'm trying to figure out as well.
[AGENT][NEUTRAL] Um, and then just that one per amount doesn't go to anything either.
[CUSTOMER][NEUTRAL] Is it possible that they mistakenly put somebody else's on our check like from another group?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I mean, it's possible, but
[AGENT][NEUTRAL] Not as likely. It's possible, but not as likely. Um.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] I'm hoping she will come back here. OK, she just saw my message, so let's see what she says.
[AGENT][NEUTRAL] Because this would be a never-ending rabbit hole with me working on it.
[CUSTOMER][NEUTRAL] Heard
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, she's typing [PII] what she says.
[AGENT][NEUTRAL] I don't know what the difference is or why the letter doesn't match. I'm looking to see if I can figure it out.
[CUSTOMER][NEUTRAL] And now
[AGENT][NEUTRAL] All right, she is trying to also figure it out so I do see where there was a request from the [PII] still out here, um, so with that being said, um.
[AGENT][NEUTRAL] Instead of hanging on the phone, um, let's see, do we have, let's, let me look to see what a callback number we have.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is
[AGENT][NEUTRAL] Is [PII] still a good callback number?
[CUSTOMER][NEUTRAL] Yes, direct extension [PII].
[AGENT][NEUTRAL] [PII] let me add that in here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you. I just wanted to make sure that could be done. Thank you. All right, I will.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, all right, [PII], um, we're gonna both put our heads together and see if we can get it figured out and um hopefully there's uh been a request into IT they should be able to pull um the system records and either her or uh [PII] or I will give you a call back as soon as we can uh get this figured out for you OK?
[CUSTOMER][POSITIVE] OK great thank you so much [PII] I appreciate it.
[AGENT][POSITIVE] All [PII]. Well, no problem, [PII]. You have a good or good day.
[CUSTOMER][POSITIVE] You too thank you so much bye bye.
[AGENT][POSITIVE] Thank you. All right.