AccountId: 011433970860
ContactId: 72de0d10-25a8-4d3b-b37e-b0118ecf308d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180460 ms
Total Talk Time (AGENT): 93394 ms
Total Talk Time (CUSTOMER): 66584 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/72de0d10-25a8-4d3b-b37e-b0118ecf308d_20250519T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEGATIVE] Uh, yes, I just received the check and the reason it came back is it says no policy found.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I wanted to find out what happened to our policy.
[AGENT][NEUTRAL] OK. Um, is there a group number on there?
[AGENT][NEUTRAL] Or do you have a group number?
[CUSTOMER][NEUTRAL] Yes, here he is.
[CUSTOMER][NEUTRAL] I do 17284.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Alright, [PII], can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what about the phone number we should have on file?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And is that a good phone number just in case we get disconnected?
[CUSTOMER][POSITIVE] That's a perfect phone number.
[AGENT][NEUTRAL] OK, um, and, uh, please verify the contact name that we should have.
[CUSTOMER][NEUTRAL] The contact name?
[AGENT][POSITIVE] Mhm, I agree.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right, perfect. Thank you. OK, so you're calling about a refund check and it says no policy found, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, let me take a look and see what we got going on. um, looks like it was a group overpayment.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Let me, yeah, for some reason I'm not sure why the system pulled um group overpayment and then the reason code being no policy found I'm not really sure why it did that but um yeah it looks like it was a group overpayment and I'm looking to see which invoice it would have been on.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It would have been from the [PII] invoice.
[CUSTOMER][NEUTRAL] Oh wow, that's a long time ago.
[AGENT][NEUTRAL] Yeah, yeah. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I'm just checking to make sure I didn't miss anything perfect.
[AGENT][POSITIVE] Yes, ma'am. No problem. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I know I'm supposed to submit, um, some information.
[CUSTOMER][NEUTRAL] And our rep gave it to me. Am I supposed to send that to the [PII] or [PII]? Is that where I send that information to? I'm wondering if he sent it.
[AGENT][NEUTRAL] Yes, ma'am, for renew for the renewal process.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, send it to that email address, yes ma'am.
[CUSTOMER][POSITIVE] OK perfect I'm gonna do that right now.
[AGENT][POSITIVE] All righty. Well, thank you for calling [PII], and you have a good day.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Um bye.
[AGENT][NEUTRAL] OK.