AccountId: 011433970860
ContactId: 60b5f8ab-fa3f-40ad-97dc-685bdf7113e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382429 ms
Total Talk Time (AGENT): 205975 ms
Total Talk Time (CUSTOMER): 187077 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/60b5f8ab-fa3f-40ad-97dc-685bdf7113e1_20250203T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[AGENT][POSITIVE] Hey [PII], I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have, um, well, I have a question. I have a group contact on the other line, so, well, you want me to give you the group number first?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, what's the group number?
[CUSTOMER][NEUTRAL] OK, it's 80056.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm speaking with [PII]. She's not on the, she's not listed. this is her second time calling. So the first time I told her to send it, you know, have the contact, send the email to care team to add her.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I, um, [PII] sent the email. The email's here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so she now needs to talk about a, uh, um.
[CUSTOMER][NEGATIVE] Payment that was sent back to them for $41.33 for an invoice, but she doesn't know why and she said she didn't receive the payment, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she wants to talk about that.
[AGENT][NEUTRAL] OK, so we did get the email right.
[CUSTOMER][NEUTRAL] Mhm, I do see the email here. I just haven't sent the hub to group billing, so I didn't know if I could talk to her or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's fine yeah yeah we can talk to her as long as we got that that's fine um we'll just make sure we'll get we'll get that updated, but as long as we have it, yeah, I can talk to her or um so she's OK, let me make sure I understand so she's saying she's calling about um a payment that we sent to them is that did I understand that right? A [PII]?
[CUSTOMER][NEUTRAL] Yes, she said there was a payment in [PII]. They received a letter.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, that there was a payment, but they never received it.
[AGENT][NEUTRAL] Oh, OK, OK, so it might be like an outstanding payment. I think I know about what that.
[AGENT][NEUTRAL] Letter looks like um all right you can go ahead and send her over to me and I can see if I can locate that check um.
[AGENT][NEUTRAL] And see if we can figure out what she needs to do.
[CUSTOMER][NEUTRAL] Alrighty, hold on one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][POSITIVE] Hello. Thanks again for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you [PII] have a good day. You're welcome you also bye bye. Thanks.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good, [PII]. Thank you so much for answering the the call for [PII]. OK, uh, we received a letter from you guys regarding a check that apparently you sent to us back in May for [PII], but we have never received that, uh.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, yeah, that's what [PII] was going over with me so that letter that you received, um, does that say anything about like an outstanding check? Is it like a form for you to fill out for us to reissue that check?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There is some, I mean, if I, I was telling [PII] that whoever handled this letter in the in the post office was doing horrible. It's half of the letter is gone. But yes, I do see that there's something that it says um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Check appropriate statement.
[AGENT][NEUTRAL] OK. Yes.
[CUSTOMER][NEUTRAL] OK, but that's it. I mean, and then I could check, you know, whatever, you know, like we did we not received it, yeah.
[AGENT][NEUTRAL] So it's like it's missing part of the letter, OK.
[CUSTOMER][NEUTRAL] But that particular one, that particular form, OK, this is um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, just, uh, we can write it, I mean.
[CUSTOMER][NEUTRAL] You can see the entire thing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so, um, so what it's telling you to do is it I've got the, um, check pulled up here that was issued back on [PII] and it was for $41.33 and so let me just make sure on my end I don't think I can pull that letter up but I'm gonna pull this check number up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, are you able to, it does show as outstanding. Are you able to confirm? I don't know if there's a check number listed on that letter. Do you see a check number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I said yeah, there's a check number 1,854,240.
[AGENT][NEUTRAL] OK, yes ma'am, that's the check I have here um, so, um, if you're able to fill that form out, I think that's what it should be asking you to do is to check that you never received that and send that back to us so that we can void this check and then then we can reissue a new check, um, but I can go over the details of the check. Uh, you can. Are you able to scan it and um email it in? Yeah, that's fine. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can we, can I send it by email?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I mean it's gonna be kind of a, you know, like I said I'm gonna, it's, it's all you're gonna see I could scan whatever it is, but it's enough that you can see you'll be able to see, you know, the statement so that's not a problem. So who do I send it to? What email do I send it to?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's fine. Yes, ma'am. That'll be fine.
[AGENT][NEUTRAL] OK, that'll be fine.
[AGENT][NEUTRAL] Um, yes, ma'am, so the care team email, let me give that to you, it is, so it's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, OK, I'll go ahead and sign it. OK, and uh and I would scan it for you and then I'll send it to you right away.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] OK, yes ma'am and we'll go ahead and get that processed and we'll be sure to send you um just a response back letting you know um the status, OK?
[CUSTOMER][NEUTRAL] OK, and what was this for? What was it that we overpaid or?
[AGENT][NEUTRAL] Yes, ma'am. So
[AGENT][NEUTRAL] Um, so it's for a member by the name of [PII], and so let me pull up his policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Usually it's a premium was paid on a month but we received, you know, like a termination um so we were refunding the month um back let me pull up his policy real quick and we'll see what his termination date was um let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK, so we have him terminated effective [PII], so it looks like we're refunding the May premium that was paid on him.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] May premium. OK, perfect. May.
[AGENT][NEUTRAL] Mhm. [PII]. Mhm.
[CUSTOMER][POSITIVE] OK, OK, perfect. Then I'll go go. OK, so let me go ahead and have this done, and uh you should get, get it in a few minutes, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, yes, ma'am. Is there anything else we can help you with?
[CUSTOMER][POSITIVE] Thank you so much, [PII]. No, no, that was it. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, you're welcome. Well thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Bye bye.