AccountId: 011433970860
ContactId: 45d67b60-e202-4188-801f-18e649bcb7c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396859 ms
Total Talk Time (AGENT): 97060 ms
Total Talk Time (CUSTOMER): 163448 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/45d67b60-e202-4188-801f-18e649bcb7c5_20250521T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII] good afternoon this is [PII] with Living Goods Appliances. Um, I had a question about a bill we received recently just wondering if you could help me with this.
[AGENT][NEUTRAL] Hey [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Alright, and do you have your group number?
[CUSTOMER][NEUTRAL] Uh, should be 18808.
[AGENT][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get you to verify the billing address and phone number?
[CUSTOMER][NEUTRAL] Sure, [PII], uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment and what was um you needed, you had a question on the bill?
[CUSTOMER][NEUTRAL] Yeah, the most recent bill we just received um.
[CUSTOMER][NEUTRAL] Uh, excuse me, so we got a, um, well actually this is about a check we'd received, um, looks like there's some different uh uh reasons for different amounts being refunded a few of them I think I know what's going on with them, but um.
[CUSTOMER][NEUTRAL] Just needed some help getting through all this um.
[CUSTOMER][NEUTRAL] Do you have the account pulled up there?
[AGENT][NEUTRAL] I do, um.
[AGENT][NEUTRAL] And you said it's with your, your checks, am I correct?
[CUSTOMER][NEUTRAL] Yeah, well, a check was sent to us, uh, dated [PII] for 302-25.
[AGENT][NEUTRAL] OK, let me look up.
[CUSTOMER][NEUTRAL] And um.
[AGENT][NEUTRAL] I'm sorry, what, what was that date?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, it looks like I'm gonna need to send you to group billing um if it's in regards to a check.
[AGENT][NEUTRAL] I just wanted to make sure I had all of the information pulled up before um I transfer you. Is that alright?
[CUSTOMER][NEUTRAL] Sure, um, so you wouldn't be able to tell me just why these different, uh.
[CUSTOMER][NEUTRAL] Like I know for example uh.
[CUSTOMER][NEUTRAL] Uh, like [PII], for example, she went on to Medicare or Medicaid, Medicare because she aged out of our policy, so that one makes sense, but there's a few on here. I'm just not sure why we're getting these refunds. So is that something they would have to help me with?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, because I don't, we don't issue the checks on this end, it would be on their end.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] So give me just a moment. um, let me go ahead and give them a quick call before I transfer you, OK?
[CUSTOMER][POSITIVE] OK, not a problem.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] with APL care team. I have a [PII] on the line and he is the group admin and he had, he got some checks from us and then he, he thinks they're refunds, um, and he doesn't know what they're for, and I was wondering if I could if you could help him with that.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][POSITIVE] Yeah absolutely let's see what's that group number?
[AGENT][NEUTRAL] 18808.
[CUSTOMER][NEUTRAL] 808-18808.
[AGENT][NEUTRAL] And he has been verified. [PII].
[CUSTOMER][NEUTRAL] And is the number on the screen the return call number?
[AGENT][NEUTRAL] I have the number as [PII].
[AGENT][NEUTRAL] [PII], so it looks like it's different.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'm ready for him whenever you are.
[AGENT][NEUTRAL] And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] [PII], are you still on the line?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] I have [PII] from our billing department. She should be able to help you with those checks, OK?
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] Great. Thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi Mr. [PII], this is [PII]. Like she said, I understand you have a question about some refunds.
[CUSTOMER][NEUTRAL] Uh, yes, [PII], um, so you've got my account pulled up correct? Yes sir I do. OK, so for this check dated [PII], uh, like for example for uh for [PII], I'm aware that you know her she's aged out of our current insurance so uh she's moved over to uh to Medicare, um.
[CUSTOMER][NEUTRAL] But can you, are you able to help me with the reasons why we're with these uh duplicate policies like for example for [PII] and for [PII].