AccountId: 011433970860
ContactId: 729b9868-139a-4c69-aab2-afce9a7bf980
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90699 ms
Total Talk Time (AGENT): 10741 ms
Total Talk Time (CUSTOMER): 45550 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/729b9868-139a-4c69-aab2-afce9a7bf980_20250514T17:08_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. Um, I'm calling because I called in Monday to find out about, I have the short term disability and when I was out in January and February, they took my premiums out of my two payments.
[CUSTOMER][POSITIVE] And I called Monday to see if there was an overpayment on my account that they were gonna reimburse me because my job was also taking care of my premiums.
[CUSTOMER][NEUTRAL] While I was off too.
[AGENT][NEUTRAL] OK, yes, OK, so we just need to check on that status?
[CUSTOMER][NEGATIVE] Yeah, because the lady that I spoke with Monday told me that she would give me a call back on Monday or yesterday morning, and I haven't heard anything.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So she said she had to get with somebody and billing to see if it was an over. She did tell me that my
[CUSTOMER][NEUTRAL] Um, short term disability was paid up, but she told me that she had to call me back. She had to get with some money.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?