AccountId: 011433970860
ContactId: 59130f7e-f1eb-452b-8893-957c56c33f9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170770 ms
Total Talk Time (AGENT): 95971 ms
Total Talk Time (CUSTOMER): 43813 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/59130f7e-f1eb-452b-8893-957c56c33f9b_20250613T13:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]
[AGENT][NEUTRAL] May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][NEGATIVE] This is so hey um I'm calling because I didn't get nobody to answer in the chat but I have a question. I'm not sure if I'm calling the right department or not um but I have a member that submitted two payments and um it, it was by mistake, but she wants one to be returned because she said that um it was supposed to be just one payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Um, OK, yeah, so I see where we applied [PII] on [PII].
[AGENT][NEUTRAL] Um, [PII] is the one that usually, um, handles those. Let me see if I can see that we've gotten the other payment. Did, did she say she sent it at the same time or two different times?
[CUSTOMER][NEUTRAL] Um, she said that at the same time. She said that the first one show like it didn't go through, so she did another one and they both went through.
[AGENT][NEUTRAL] OK. OK, let me see. Yeah, it does look like we have to.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] My computer will cooperate.
[AGENT][NEUTRAL] Um, come on, [PII], uh, I know.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] Of course it's Friday and my computer wants to be slow.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, um, I do see another payment in here, but like I said, my let's out, so what I can do is I can put uh.
[AGENT][NEUTRAL] If it will pull up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] She's got multiple.
[AGENT][NEUTRAL] Multiple, um policies.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so that was applied on the [PII].
[AGENT][NEUTRAL] This other one, OK, yeah, so I'll put um.
[AGENT][NEUTRAL] I'll put a note on here for us to refund it so yeah it does look like we got it um Wednesday so yeah I'll put a note on here to refund it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll let her know that we will go ahead and send the refund. Thank you.
[AGENT][POSITIVE] Alright you're welcome.
[CUSTOMER][POSITIVE] OK. Have a good day.
[AGENT][NEUTRAL] Alright bye. You too.
[CUSTOMER][NEUTRAL] OK bye bye.