AccountId: 011433970860
ContactId: 51c8fcab-04c5-4861-b0ac-287c774b9181
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 841000 ms
Total Talk Time (AGENT): 190572 ms
Total Talk Time (CUSTOMER): 223476 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/51c8fcab-04c5-4861-b0ac-287c774b9181_20250514T17:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, I'm sorry, good afternoon. I was calling because, um,
[CUSTOMER][NEUTRAL] I called earlier and the phone disconnected before the representative to help me.
[CUSTOMER][NEUTRAL] I called in Monday because I was out on short term disability for January and February and um
[CUSTOMER][NEGATIVE] Before they sent my payments out, they took the premiums out of my.
[CUSTOMER][POSITIVE] Short term stability and they told me to call back once my job made the payments because my job did make payments.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To see if there was an overage and that's what I was calling to check for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] I don't know it by heart.
[AGENT][NEUTRAL] OK, that's OK. I can look you up.
[CUSTOMER][NEUTRAL] I, I don't know that part.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, is it all right with you if I look for your policy by your social?
[CUSTOMER][NEUTRAL] I thought so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Give me just a second, my computer's going a little slow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And to verify, you said this is for your short term disability, correct?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I wanna make sure.
[CUSTOMER][NEUTRAL] I spoke with a representative on Monday.
[CUSTOMER][NEGATIVE] And she never got back with me. She said she had to get in touch with somebody and billing to see if it was an old version, but she told me that my policy was paid up.
[AGENT][NEUTRAL] OK, um, if I could.
[CUSTOMER][NEUTRAL] But she didn't know if it was an overpayment.
[AGENT][NEUTRAL] Would you like your um
[AGENT][NEUTRAL] Uh, first, can I get your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I get you to verify your mailing address and phone number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for verifying that with me. Let me check and see the notes and see what all they got with before, um, I might need to transfer you to billing. So give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is showing that we refunded $240.43 to you on [PII]. Does that sound right?
[CUSTOMER][NEGATIVE] I never received anything.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Give me one moment while I look this through for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know they took two payments out and I, when I'm off work, my job does pay my premiums for me.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And they take it out of my rea well I'll be in arrears and I come back to work.
[CUSTOMER][NEUTRAL] So I, I thought it should be for both of the premiums that they took out for January and February.
[AGENT][NEUTRAL] Yeah I'm showing that they got refunded, so give me one moment while I check on that status.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because it showed both of them is cleared, but I want to double check and make sure that I'm on the right one.
[CUSTOMER][NEUTRAL] Well, that could have been, that could, that sounds like.
[CUSTOMER][NEUTRAL] OK, I, I had this situation in [PII]. I was out of work from
[CUSTOMER][NEUTRAL] [PII]. But this recently happened.
[CUSTOMER][NEUTRAL] The same thing. I went out of work this year in January.
[CUSTOMER][NEUTRAL] Because I had to get my gallbladder removed January of this year, so it's my January and February payments for [PII]. I'm sorry.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So that's the, that's the payment that you're probably seeing from [PII] of last year.
[AGENT][NEUTRAL] Let me see if I can get someone from um billing over and see what the status is on those checks for you.
[CUSTOMER][NEUTRAL] OK, and it'll be for [PII], not [PII] of last year.
[AGENT][NEUTRAL] Let me double check and make sure that's not the one that they were referring to earlier.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Sorry, my computer's going a little slow today.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] Give me one moment while I look up all these notes to make sure that I got it right. I just don't wanna give the wrong information to you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, my date of disability was [PII]. That's the one I'm calling about.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I received the payment for January and I received one for February.
[CUSTOMER][NEUTRAL] And they took the premium out of each one of those checks.
[CUSTOMER][NEUTRAL] It was like $200 and something dollars out of each check.
[AGENT][NEUTRAL] OK, yeah, because I do see that there was a refund on 240.
[AGENT][NEUTRAL] For $240.43 on [PII] and then one for 277.
[AGENT][NEUTRAL] $4.45 on the [PII] of this month.
[AGENT][NEUTRAL] Let me double check.
[CUSTOMER][NEGATIVE] Yeah, I never received anything.
[AGENT][NEUTRAL] Now the one that I told you happened on.
[AGENT][NEUTRAL] The [PII] of this month I would give it um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I would give it until the end of the month, um, because it does take up to 30 days to show up and since that one's not quite there yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But let me check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm still checking. I'm sorry for the wait. Just one moment.
[CUSTOMER][POSITIVE] That's, that's fine. I'm sorry for all the noise you might hear in the background. I'm in a tractor trailer, so.
[AGENT][POSITIVE] No, I don't hear anything, so you're good.
[CUSTOMER][NEUTRAL] I got a lot going on.
[CUSTOMER][POSITIVE] Oh, OK. Well, my headset must be good.
[CUSTOMER][NEUTRAL] It's weird because I've been calling.
[CUSTOMER][NEUTRAL] About um
[CUSTOMER][NEUTRAL] The overpayment
[CUSTOMER][NEUTRAL] Since February.
[AGENT][NEUTRAL] Yeah, and it's saying that they've been done, so it looks like they might need to, we might need to reissue that, but let me check and see.
[AGENT][NEUTRAL] And did you do check or direct deposit?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I wanna say when they mail me those checks, they would um
[CUSTOMER][NEUTRAL] They would, yeah, they, it would be direct deposit when I got the short term disability check.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] The overpayment checks, they always mail them to me.
[AGENT][NEUTRAL] OK, OK. I just wanted to make sure.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] I don't know why the woman be there yesterday. OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Give me one moment and let me see if I can get someone in customer service to help you out. Give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon thank you for calling.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] May I help you?
[AGENT][NEUTRAL] Sorry, disconnected for a second. This is [PII] over at APL and the care team. I have a Miss [PII] on the line. Uh, I guess she had a call with someone in customer service Monday and called. Oh, it was you. She's calling back, um, and asking about.
[CUSTOMER][NEUTRAL] It was me.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Um, give me her number.
[AGENT][NEUTRAL] OK, um, I have her on the line. Oh, you want your her policy number, sorry.
[CUSTOMER][NEUTRAL] Yeah, I've got her name, but the reason I didn't write the policy number down and I've got her phone number. What's the policy number?
[AGENT][NEUTRAL] OK. 021.
[AGENT][NEUTRAL] 50
[AGENT][NEUTRAL] 345.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You can go ahead and send it to me, thank you.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Hi, Ms. [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I have someone from customer service on the line, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi, Miss [PII], this is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] Hi, I'm doing OK.