AccountId: 011433970860
ContactId: 1c1d3134-96ed-4bfb-8c64-3a8b710fe27f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277779 ms
Total Talk Time (AGENT): 104841 ms
Total Talk Time (CUSTOMER): 77000 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/1c1d3134-96ed-4bfb-8c64-3a8b710fe27f_20250609T20:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, uh, I had a, a question on a refund on a, uh, a group that I service. I tried to call in on the broker support line but couldn't get through, and I've got the group number and the amount of the refund.
[AGENT][NEUTRAL] All right, what's that group number?
[CUSTOMER][NEUTRAL] Group number is 11482. It's uh City of [PII].
[AGENT][NEUTRAL] Alright, give me one second here.
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, Mr. [PII], I see you here. Let's see. Would you just to make sure I have the right account, could you give me their uh street, their physical address and phone number?
[CUSTOMER][NEUTRAL] I'm the broker for the group.
[CUSTOMER][NEUTRAL] Uh, city of [PII], it's [PII] and that they're on, on [PII] here in [PII].
[AGENT][POSITIVE] Awesome. OK, I do have that. OK, so let's see about this refund here.
[AGENT][NEUTRAL] Is it the most recent one for $15.20?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's right, and they didn't know how to apply that or what it was for.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] That's so strange. I think maybe, yes sir. I think maybe those letters are not generating.
[CUSTOMER][NEUTRAL] And it was just to check.
[AGENT][NEUTRAL] Uh, I'm not 100% sure, but I've had a similar situation, so let me pull it up and see what we've got here to see if I have a letter that generated just didn't get sent out. Let's see correspondence 11482.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, there's the check.
[AGENT][NEUTRAL] Well, that's silly. That's crazy. I've got the letter right here. I tell you what, I'm going to forward this to you, but it looks like it is for a Miss [PII].
[CUSTOMER][NEUTRAL] Right, OK, [PII], uh, yeah, she's the, uh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, administrator there, um.
[AGENT][NEUTRAL] I will get this copy over to you to get to them.
[CUSTOMER][NEUTRAL] OK, do you have my email address that?
[AGENT][NEUTRAL] I believe so. Let me verify it real quick.
[CUSTOMER][NEUTRAL] Where we're gonna send.
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] That's it. That is it, yes.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I'm assuming probably uh just guessing she had a dependent son that she had covered for a while and uh he he turned [PII], came off the plane.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] I'm assuming that may be for the the refund part of the premium.
[AGENT][NEUTRAL] Um, I'll look into the notes real quick. Just give me one second, let's see.
[AGENT][NEUTRAL] Refund
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Overage dependent letter in return mail.
[AGENT][NEUTRAL] Yes, that's what it was because of the dependent and his um.
[AGENT][NEGATIVE] Uh, aging out, but it just, it just looks like it's we've been holding on to it, not realizing we had it in our suspense and that it was just taken out of suspense and sent over to the group.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK great I'll pass that along to the group and and that member.
[AGENT][POSITIVE] Yes sir and I'll get this emailed to you straight away.
[CUSTOMER][POSITIVE] And I appreciate
[CUSTOMER][POSITIVE] OK great thank you for your help very much.
[AGENT][POSITIVE] Yes sir you have a great day. Thanks for calling APO.
[CUSTOMER][POSITIVE] You you too thank you bye.
[AGENT][POSITIVE] Thanks. Bye bye.