AccountId: 011433970860
ContactId: 300147cb-015b-438b-b804-e3e5ed0b3aa3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261678 ms
Total Talk Time (AGENT): 122252 ms
Total Talk Time (CUSTOMER): 109964 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/300147cb-015b-438b-b804-e3e5ed0b3aa3_20250214T17:02_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey and uh uh I have a question. Uh, I'm not even know I don't even know if I'm supposed to call this number, but, uh, I was looking at my check and, uh, they took away a lot more than they usually do, so I don't know if you'd be able to help me out, understand what's going on or uh or what what I could do to see what what happened.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to assist you um with looking into the deduction for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] And my name is uh [PII].
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEGATIVE] Oh sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, OK, uh, 02 46 34 84.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is uh [PII].
[CUSTOMER][NEUTRAL] Uh, the, um, you said the email?
[AGENT][NEUTRAL] Email and mailing address.
[CUSTOMER][NEUTRAL] OK, the email is [PII] and the address is [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment. So you said this, um, the last payment that came out on your check was more than the um than it usually is?
[CUSTOMER][NEGATIVE] Yeah, because, uh, you, yeah, because it's always $136 and I was wondering why my my check was only $107 and I looked at the deductions and this time they took $408 and I don't understand why.
[AGENT][NEUTRAL] You mean $408 for all of your check deductions or specifically for your insurance?
[CUSTOMER][NEUTRAL] Mm, just, just, just the insurance.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] So that's a, that's a big old jump.
[AGENT][NEUTRAL] Yeah, let me take a look. It sounds like they take out all of your insurance at once because your premium here with us at APL is only $54.12. So, let me, do you have other
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, this is the only policy you have with us. OK, so just for the call, all the information provided is a verification of benefits, not a guarantee of payment. And let me see.
[AGENT][NEUTRAL] Is this
[AGENT][NEUTRAL] And it's on payroll deduction. So yeah, I would reach out to your HR department, your benefits department.
[AGENT][NEUTRAL] And let them know that on your last check or whichever check it was, it was um more was taken out than it usually is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you may want to ask them what, like for a breakdown of what all that balance that was taken out entails, um, since your policy with APL is only $54.12.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I would have to get with my HR and uh have, I mean, basically they'll take care of it hopefully.
[AGENT][NEUTRAL] Right, because they, so it's on payroll deduction, so they take it out of your check and then they pay us. So we need to know why that amount was taken out of your check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right, well, I'll give him a call and uh uh.
[CUSTOMER][NEUTRAL] And see, see what happens.
[AGENT][NEUTRAL] All right, [PII], was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, that, that'd be it. Thank you.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, are they open?