AccountId: 011433970860
ContactId: 666df3e7-2e0b-4ccb-8ff7-23ad37698122
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1064270 ms
Total Talk Time (AGENT): 233577 ms
Total Talk Time (CUSTOMER): 230462 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/666df3e7-2e0b-4ccb-8ff7-23ad37698122_20250529T13:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. Um, my name is [PII]. I, I was calling, I called, um,
[CUSTOMER][NEUTRAL] Last week, or I wanna say week before last, I spoke with the [PII]. I was checking on an overpayment from my
[CUSTOMER][NEUTRAL] Um, when I was sick this year in January and February, I received short-term disability, and they took my premium out of each payment. So I was calling to see if that would be reimbursed to me when I spoke with [PII], she told me.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] She had to find out if she would give me a call back, but I never heard back from her.
[AGENT][NEUTRAL] Huh, OK. Um, yeah, let's take a look. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Alright and you said your last name is [PII], correct?
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] Can you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, and then [PII], I just need to verify please your date of birth and then address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, yeah, I see that you called back on like the [PII].
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] They were overpayments for this year, January and February on the recent claim. I, I had overpayments last year when I was out, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For January and
[CUSTOMER][NEUTRAL] I, I received the payments from last year. It's the payments from this year. I don't wanna get confused again.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] It's a
[AGENT][NEUTRAL] No, no, no, payments from this year. I got you. Alright, [PII], um, I'm gonna need to call over to another department. I may need to transfer you over. Do you have a good callback number if anything happens on the transfer?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Um, give me just one moment. I need to place you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, this is [PII] over in customer care. How are you this morning?
[CUSTOMER][POSITIVE] I am good how are you?
[AGENT][NEUTRAL] I am good, thank you. I have an insured on the line who is checking on a refund from like a premium uh she said was taken out of her disability. Is that something that you guys can check on for?
[CUSTOMER][NEUTRAL] Oh, I bet this is the person that I got a call from a couple of weeks ago.
[AGENT][NEUTRAL] And maybe [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't remember the name.
[AGENT][NEUTRAL] OK. I can give, yeah, I can give you the policy number is 2150345.
[CUSTOMER][NEUTRAL] Yeah. What's the policy number?
[CUSTOMER][NEUTRAL] And I don't know if we do that or if billing does that because.
[CUSTOMER][NEUTRAL] I think they're the ones that do the.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Let me see 215-0345.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I think this is her.
[CUSTOMER][NEUTRAL] And who's working on this?
[CUSTOMER][NEGATIVE] She was real upset last time she called, yeah.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I got a call on the [PII] last week.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] is working on that.
[CUSTOMER][NEUTRAL] She was gonna call her back.
[AGENT][NEUTRAL] Yes, she said.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] She hasn't heard anything yet, so.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Waiting to receive them from the bank and we call insured once I have them available. I have requested copies of clear checks waiting to.
[CUSTOMER][NEUTRAL] I think [PII].
[CUSTOMER][NEUTRAL] Would be the one
[CUSTOMER][NEUTRAL] That needs to take the call.
[CUSTOMER][NEUTRAL] insurance
[CUSTOMER][POSITIVE] This check to apply to your policy. According to our records, we refunded to the insured on [PII]. We also refunded on [PII] because she was paid ahead with both refund checks are showing as cleared.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] That needs to go to billing to [PII].
[AGENT][NEUTRAL] OK, OK, so, all right, should I reach out to [PII], you think directly or just contact billing?
[CUSTOMER][NEUTRAL] I think so. I think so. Um, she, if you can.
[AGENT][NEUTRAL] OK. I will try and message her and see if she can um maybe speak with her.
[CUSTOMER][NEUTRAL] OK, tell her to look at her notes from the [PII] and the [PII].
[AGENT][POSITIVE] OK, alright, the [PII]? OK, thank you.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Mhm. I may.
[AGENT][NEUTRAL] Oops, Lord. [PII], got you.
[AGENT][NEUTRAL] I don't think I'm supposed to.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Tress, I apologize for the hold. I'm trying to reach out to the agent that was specifically working on this. And so it's taken me a minute to get a response back. Um, do you mind staying on hold or do you wanna call back?
[CUSTOMER][NEUTRAL] I'll, I'll stay on hold. Um, I'll stay on hold, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I just wanted to make sure, um, give me, give me just one more minute.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I feel like you just said we shouldn't be reaching out.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] That's who I just talked to.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][POSITIVE] It was [PII].
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] I'm good. Hey, I have an insured on the line who is calling about a premium refund. Um, I can give you the policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it's 215.
[AGENT][NEUTRAL] 0345.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Should be for [PII].
[CUSTOMER][NEUTRAL] OK, I got her.
[AGENT][NEUTRAL] And then if you want, I can give you her call back. There are a bunch of notes in there, [PII]. Um, I will say that it looks like [PII] was kind of working on some of this, so I don't know if you'll have to reach out to her on it, but um I can give you her callback number too if you want.
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, uh, call back is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. I got it. And is um the call a refund because we owe her a refund or she received refund?
[AGENT][NEUTRAL] So she said it was like overpayment for January, February, like the premium was taken out this year, we're talking about 2025, um, of her, I guess, disability payment, and I do see that like [PII] put some notes reviewing policy, like 240 was taken from the insured's disability check, according to our records, it was refunded.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So, it's almost like she's saying that it shouldn't have been taken, you know what I mean?
[CUSTOMER][NEUTRAL] Mhm, that the premium should have stayed the same. OK, I do see that the premium.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Remain the same.
[CUSTOMER][NEUTRAL] All right. I can go ahead and take her.
[AGENT][POSITIVE] Alright thank you [PII] I appreciate you. I'm just gonna let her know I'm gonna transfer her OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] One, yeah, 1 2nd.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for your patience, [PII]. I have [PII] on the line and I'm gonna go and transfer you over.
[CUSTOMER][NEUTRAL] OK, thank you. You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][POSITIVE] Hey, good morning.