AccountId: 011433970860
ContactId: 62807c08-1be0-4c87-bc7e-b1585fb8a6dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348470 ms
Total Talk Time (AGENT): 101929 ms
Total Talk Time (CUSTOMER): 131580 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/62807c08-1be0-4c87-bc7e-b1585fb8a6dd_20250530T19:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi. Um, so I just had a quick question. Uh, we received a refund check.
[CUSTOMER][NEUTRAL] Um, it's just that it's for like an overpay, and I'm not sure if I'm at the right spot, so if I'm not just let me know, um, but we're the employer and it says that this employee has a premium overpayment, so they sent us a check. I just wanna make sure did we have to like make a change to their deduction on our end or um what was the reason for like this overpayment?
[AGENT][NEUTRAL] OK, I may have to transfer you to billing, but what's your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And Mr. [PII].
[CUSTOMER][NEUTRAL] And I'm with the uh [PII] Employment.
[AGENT][NEUTRAL] Oh, I'm sorry, and what's that group number?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] It is, let me see, it's 4864.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, so it's, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and verify that group's mailing address, please.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, and give me a moment.
[AGENT][NEUTRAL] And do you have an email address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it'd be, um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was that check number and amount?
[CUSTOMER][NEUTRAL] It the check number was 02043767.
[CUSTOMER][NEUTRAL] And it's for $18.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, uh, let me transfer you to a representative in our group billing, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] billing. How may I help you?
[AGENT][NEUTRAL] Hey, Ms. [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing well, [PII]. How about yourself?
[AGENT][NEUTRAL] I am hungry and sleepy.
[AGENT][POSITIVE] And happy it's Friday. So, like my mother-in-law said I need to be grateful.
[CUSTOMER][NEUTRAL] Uh uh.
[AGENT][NEUTRAL] Which is true, but still, I'm hungry and sleepy.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] That's what they tell me all the time.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I have [PII] calling from a group about receiving a refund check.
[CUSTOMER][NEUTRAL] Fine.
[AGENT][NEUTRAL] Oh, excuse me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I don't show him as being a group contact on the plan.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Who is it? I mean, what group is it?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Um.
[AGENT][NEGATIVE] Oh, it would be for this shut down.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mm bless you.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll have to ask [PII] about that.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. So, did you verify everything?
[AGENT][NEUTRAL] I did and I got a callback number it's different than what's in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, excuse me, um, [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And you said you have who on the phone?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and he's calling about a refund.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, refund check, right.
[CUSTOMER][NEUTRAL] Um, group
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I'll see what I can do with Mr. [PII].
[AGENT][POSITIVE] Awesome. Thank you, ma'am. Have a great day and weekend.
[CUSTOMER][POSITIVE] You as well, love. Thank you.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] All right, bye.