AccountId: 011433970860
ContactId: 4e476d2d-ac9e-4d21-8989-b1ee7a5cc21f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332200 ms
Total Talk Time (AGENT): 74105 ms
Total Talk Time (CUSTOMER): 189917 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/4e476d2d-ac9e-4d21-8989-b1ee7a5cc21f_20250220T16:48_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], it's [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] Doing all right thanks. I have a group admin on the line. It looks like um she called back in [PII], I guess the January uh statement there was an overage amount and they were supposed to get a refund. Um, I do see the note where she was talked to about that, but she said they've not yet received it and wanted to know the status of that.
[AGENT][NEUTRAL] Oh, what's the group number?
[CUSTOMER][NEUTRAL] 26142
[AGENT][NEUTRAL] City of [PII], and who do we have on the line?
[CUSTOMER][NEUTRAL] Uh, it's [PII]
[AGENT][NEUTRAL] OK, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, this is her.
[AGENT][NEUTRAL] OK. I understand that you're calling about a refund for um a payment that you guys um accidentally made on a lapse policy. Is that correct?
[CUSTOMER][NEUTRAL] Well, yes, and, and sort of so, um, we have a billing software that automatically sends payments to you guys, um, that's just part of it and so you know, open enrollment happens to January happens there are things that just aren't exactly right during that first payroll cycle in January um so there were some people that had.
[CUSTOMER][NEGATIVE] Changed some coverages and so but it wasn't changed in the payroll software so what happened was essentially there was $119.25 that was sent over to you guys that shouldn't have been.
[CUSTOMER][NEUTRAL] Um, I spoke to [PII] on 124.
[CUSTOMER][NEGATIVE] Um, and I thought that we would receive a refund by now and we haven't.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm in the process of paying the February bill and I'm, it's about $119 out and so I'm just wondering, do I, are we going to get a refund or do I just need to account for that in the February bill?
[AGENT][NEUTRAL] Um, let me see, I'm looking at you guys at, um, your account right now. OK, I do see the 11925 is in your account, but it hasn't been applied yet. Let me see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It looks like they applied it to
[CUSTOMER][NEUTRAL] I'm showing it applied to an overage.
[AGENT][NEUTRAL] Yeah, they applied it as a
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Like as a debit instead of a credit.
[CUSTOMER][NEUTRAL] So if it's a debit to the account.
[AGENT][NEUTRAL] OK, it's because it's because you said that you wanted to check, so I can issue that check right now, or do you want me to just apply it to your February invoice?
[CUSTOMER][NEUTRAL] If you can apply it to the February invoice that would be fine, um, because.
[CUSTOMER][NEUTRAL] I can account for it that way. What alright 510902.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 5029
[CUSTOMER][NEUTRAL] $80 yeah, because that, that would be fine because right now I am showing the February invoice with my adjustments that I've made um to be $5,148.25. I show what you guys will be receiving from our payroll company. I'm sorry that you're having to listen to that calculator.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] will be about $5,099.
[CUSTOMER][NEUTRAL] And 6 cents
[CUSTOMER][NEUTRAL] So if we apply that credit.
[CUSTOMER][NEUTRAL] That credit brings it down to.
[CUSTOMER][NEUTRAL] 5029.
[CUSTOMER][NEUTRAL] 509-906, the $70 difference which is essentially rounding and the cancellation of a policy so.
[AGENT][NEUTRAL] Are you able to log into the online service center and view your invoices?
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][NEUTRAL] I am in the service center.
[AGENT][NEUTRAL] OK, uh, refresh it, um, and then click on your February invoice and you should see that credit applied.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Are you seeing it?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Not yet. I'm hang on just a second.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] OK, uh, I do see, no, let's see here, hold on just a second. Yes, I am seeing it now, so that will, that will help me in my reconciliation. I appreciate it.
[AGENT][POSITIVE] Yeah, no problem. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] All right. Well, it was a pleasure assisting you and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You do the same thank you bye bye.
[AGENT][NEUTRAL] Bye.