AccountId: 011433970860
ContactId: 4f48a0b3-42a4-4168-bc56-44f770edc5c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395959 ms
Total Talk Time (AGENT): 135004 ms
Total Talk Time (CUSTOMER): 124265 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/4f48a0b3-42a4-4168-bc56-44f770edc5c0_20250410T17:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I'm calling to see if um you can forward me to the right person here. Um, I had a check that was sent out, but I never, I don't think I received it, so I got a, uh, I guess, uh, uh, something in the mail to get a, um, a check resent out which I faxed in earlier in the week and I just I'm just calling to see if you received it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And wondering if we can get a status on that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. Well, I can definitely look into the policy for you. Um, so did you receive like an outstanding check letter?
[CUSTOMER][NEUTRAL] sounds like
[CUSTOMER][POSITIVE] Yeah, it's actually a refund of overpayment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Sure, um, my contact number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And you know what? I don't think I have a policy with you guys anymore. I think it was uh.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] It was a policy that might have been canceled a while back but it was an overpayment towards a.
[CUSTOMER][NEUTRAL] Refund or something like that.
[AGENT][NEUTRAL] OK. Um, I can.
[CUSTOMER][NEUTRAL] But I do have a reference, I do have a reference number.
[AGENT][NEUTRAL] OK, what's the reference number?
[CUSTOMER][NEUTRAL] It's uh 002.
[CUSTOMER][NEUTRAL] 209.
[CUSTOMER][NEUTRAL] 700.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth and the mailing and email address on file.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[CUSTOMER][NEUTRAL] And the mailing address is [PII].
[AGENT][NEUTRAL] OK, thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I do see the refund, it was in the amount of $1,018.47.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment. I just wanted to make sure it's in the right place.
[AGENT][NEUTRAL] Alright, let me see you, do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And [PII] was group billing, I think that was when I was new.
[AGENT][NEUTRAL] But he's saying that this payment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hello, I see you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I'm going to get a customer service representative on the line to assist you further. That's the department that works with the premiums and terminating, so they'll, um, they work with the refunds.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You would, yeah, you would have to.
[CUSTOMER][NEUTRAL] Take
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. Before I do that, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] Alright, thanks for calling APL and hold on one moment for your transfer.
[CUSTOMER][NEUTRAL] Mm. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing good. Um, I have an insured on the other line. He received a, well, a refund check was sent to him, but he never received it and he said we were supposed to be sending it.
[AGENT][NEUTRAL] Sending a new one out to him. Um, the policy number is 2,209,700.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] And I looked at the notes. I, I don't see anything past uh [PII]'s note where we uh sent it out, but that's it. That's all I saw.
[CUSTOMER][NEUTRAL] Oh gosh, that's old. OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And I confirmed the amount with him just to make sure, but yeah, that's the check he's talking about.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, got you. OK, and what is his name?
[AGENT][NEUTRAL] I just say Mr. [PII].
[CUSTOMER][NEUTRAL] OK, thank you. I mean, because I was like I don't know. OK, OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Alright, you ready?
[CUSTOMER][POSITIVE] I am thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one second.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, Mr. [PII].