AccountId: 011433970860
ContactId: 35de1284-8ed5-488e-bfc1-dbd8daf11be0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451940 ms
Total Talk Time (AGENT): 207478 ms
Total Talk Time (CUSTOMER): 149976 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/35de1284-8ed5-488e-bfc1-dbd8daf11be0_20250121T21:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Uh, my name is [PII]. I'm with the town of Miami Lakes. Um, I'm the HR administrator, um, and I was calling because I received a check, um, for $66.56 and it says, um, our group number is 26064 and it says, uh, for Ernesto Soto it says lapsed policy and I'm a little confused as to what could have happened because it shouldn't be lapsed.
[AGENT][NEUTRAL] OK, [PII], so you're the administrator for the group and you're calling regarding a check that you all received for a member.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Um, a refund.
[CUSTOMER][NEUTRAL] Yeah, and I'm looking now in my employee, yeah, my employee list and I don't see him so I don't know what happened to him, who, how he was canceled or what reason.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, I can certainly take a look at that and try and help you with this, [PII]. Uh, and what is your last name?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um [PII]
[AGENT][POSITIVE] Thank you. And your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm. OK, thank you. So give me a moment to get, oh, is there an extension?
[CUSTOMER][NEUTRAL] And it
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII] just in case.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, a lot of times people don't give me an extension number and if the call drops and I call back, I have no idea what option to push, so thank you for that.
[AGENT][NEUTRAL] OK, so I will need to verify several things with you first for security. So first off, if you could please verify the address for the group.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And the primary phone number that we would have on file for the group? Well, it is the same as the one you gave me.
[CUSTOMER][NEUTRAL] The same one, yes, it's a main number.
[AGENT][NEUTRAL] OK, thank you. And then your email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Um, so just a moment.
[AGENT][NEUTRAL] And I'm sorry, what did you say the individual's name was that you earnest?
[CUSTOMER][NEUTRAL] Um [PII], the last name.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And what is his date of birth?
[CUSTOMER][NEUTRAL] Oh, hold on one second.
[CUSTOMER][NEUTRAL] Hold on, I have to look in his file. OK.
[AGENT][NEUTRAL] No, you're fine. No, you're fine.
[AGENT][NEUTRAL] Just wanna make sure that I have I'm looking at the correct information.
[CUSTOMER][NEUTRAL] The correct name, OK.
[CUSTOMER][NEUTRAL] It is um [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I'm, I'm not sure and I don't want to give you any incorrect information on this [PII] so what I'm gonna do is transfer you to someone in our billing division and I will let them know um the member's policy and the reason for your call when I transfer you so you won't have to re verify all of that um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] But before I do connect you, is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] Uh, no, no, um, that it's, that was, um, the only question I had.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, if you will give me one moment then I will get you connected and thank you again for calling APL. I hope that you have a very nice rest of your day today.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome. So one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII] in Great Wing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing fine, [PII] thank you for asking. How are you?
[AGENT][POSITIVE] I'm doing well. Happy New Year. I don't think I've spoken to you since we've entered into the [PII] season.
[CUSTOMER][POSITIVE] Mm, thank you.
[CUSTOMER][NEUTRAL] No, I don't think so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, I have an admin on the line who has received a refund check for an employee.
[AGENT][NEUTRAL] And she's just wanting to know why.
[AGENT][NEUTRAL] Um, the group number is 26064.
[AGENT][NEUTRAL] And that's for the town of [PII], and this is [PII] on the line.
[AGENT][NEUTRAL] The group's information has been verified.
[AGENT][NEUTRAL] And it's regarding the check for 6656 for a Mr. [PII].
[CUSTOMER][NEUTRAL] OK, and you have Miss [PII], is that what you said?
[AGENT][NEUTRAL] No, I have [PII]. Oh no, [PII] [PII] is how you pronounce her last, mhm, but just call her [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] A [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can just call her [PII].
[CUSTOMER][NEUTRAL] Right, so.
[AGENT][NEUTRAL] Yeah, she's one of the admins.
[CUSTOMER][NEUTRAL] So she's calling?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She's calling because of the refund check for $66.56.
[AGENT][NEUTRAL] Yeah, because, mhm.
[AGENT][NEGATIVE] Yes, because she's wanting to know why she received that. She says that he should not be termed.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Our
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll have to look at it and see um have you got a good call back number for [PII]?
[AGENT][NEUTRAL] Yes, it's the one that's in line for the group and her extension is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can send her around.
[AGENT][POSITIVE] All right then. Well, it was nice talking to you and I guess I'll probably see you next week.
[CUSTOMER][POSITIVE] Alrighty, that's the plan anyway.
[AGENT][POSITIVE] OK. Yeah, right, that's the plan. OK, [PII]. Well, thank you so much.
[CUSTOMER][POSITIVE] You're so welcome. Thank you and you have a good day. You too. Thanks.
[AGENT][POSITIVE] Alright, have a good evening. You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.