AccountId: 011433970860
ContactId: 38603db1-9871-4c1a-96f3-ca4a3ea9d800
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183660 ms
Total Talk Time (AGENT): 67352 ms
Total Talk Time (CUSTOMER): 71704 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/38603db1-9871-4c1a-96f3-ca4a3ea9d800_20250226T22:48_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] Hi, um, this is [PII] with the care team. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] Hey there I'm great. I have a quick question for you um and I'm just wanna make sure I think this might come to y'all but it might need to go to billing or somebody else. I received an email from.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] A representative and originally they had requested to terminate somebody's policy. Uh, they sent that request in like 6 days ago and now they're wanting to undo that. Would that come like as a hub request to y'all with customer service or would it have to go like back through new and new business for a new enrollment?
[AGENT][NEUTRAL] If it's an existing policy and they're just wanting to, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It is policy number 2138635 for [PII].
[AGENT][NEUTRAL] 21386. What was the last part?
[CUSTOMER][NEUTRAL] 35.
[AGENT][NEUTRAL] 35.
[AGENT][NEUTRAL] Oh, she refunded overpaid premium.
[AGENT][NEUTRAL] We in the basket.
[AGENT][MIXED] It's gonna be customer service, but I'm just confused on why it was even billed like that, but I guess they'll figure it out.
[CUSTOMER][NEUTRAL] OK, um, I'm just gonna put it in as like a miscellaneous request because there's not much in there for.
[CUSTOMER][NEUTRAL] Restating and.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Yeah, just put miscellaneous and then what it'll do is whoever state it is, they'll get it and review it, um.
[AGENT][NEUTRAL] And it was the insured that sent it back or the group?
[CUSTOMER][NEUTRAL] The group, I apparently.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, we should be able to do it. As long as it's the, yeah, as long as it's the group, um.
[CUSTOMER][NEUTRAL] They changed their mind.
[AGENT][NEUTRAL] She'll just have to.
[AGENT][NEUTRAL] Figure out the rest of it afterwards.
[CUSTOMER][POSITIVE] OK perfect I will go ahead and I will send that y'all's way and I do appreciate you so much.
[AGENT][NEUTRAL] Yeah, we give them 10 days and that's even individual coverage. If they cancel and they're like, oh, I changed my mind. If it's within 10 days, we can go back and retro it.
[CUSTOMER][POSITIVE] OK that is I did not know that but that is really good to know so thank you I will lock that away in my memory bank.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, [PII]. Thank you and let me know if you need anything else, and I hope you have a good day.
[CUSTOMER][POSITIVE] Yeah my pleasure you too take care bye bye.
[AGENT][POSITIVE] You're welcome.