AccountId: 011433970860
ContactId: 7355d73c-3b28-4014-a0dc-2dc4fd50d0c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364200 ms
Total Talk Time (AGENT): 126006 ms
Total Talk Time (CUSTOMER): 170375 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/7355d73c-3b28-4014-a0dc-2dc4fd50d0c6_20250428T21:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] And your name, what is your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]? Oh, so, OK, so I think I talked with you. This is [PII]. I'm calling on behalf of Clare and Morgan.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You sent me a check for the amount that you drafted out of her account. I don't need that sent back to me because I don't want that to hit as IRS as as um.
[CUSTOMER][NEUTRAL] As funds that I have.
[CUSTOMER][NEUTRAL] So I don't, I, I'm gonna send this check back to you so you can uh you need to send uh send that back to her bank account.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That that 574 60 that needs to go back to her bank account that you drafted it out. That's what I told the person.
[AGENT][NEUTRAL] I can check and see who you spoke to and who needs to fix this, OK? Um, let me have the policy number, Miss [PII].
[CUSTOMER][NEGATIVE] Yeah, they need to fix this and they should know that that would hit me as income for uh for her and it's not income to me.
[AGENT][NEUTRAL] Um, OK, um, let me have the policy number if you have it.
[CUSTOMER][NEUTRAL] Yes, the policy number is 9A as in apple 0057485.
[AGENT][NEUTRAL] All right. And let me have a callback number.
[CUSTOMER][NEUTRAL] And I spoke with
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I spoke with [PII] and [PII] at the time on, I don't know which one did what, but I did speak with the both of them.
[AGENT][NEUTRAL] OK, probably NG. Let me see where's NG and, OK, um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, one moment.
[CUSTOMER][NEGATIVE] Yeah, when I saw that check, I'm like, oh no, that's not what they're supposed to do.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright, I pass it on.
[CUSTOMER][NEUTRAL] And you just need to put it back in her bank account.
[CUSTOMER][NEUTRAL] And I'm going to send this back to you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm gonna send it back certified.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because of the money.
[AGENT][NEUTRAL] Yeah, oh, OK.
[AGENT][NEUTRAL] And then.
[AGENT][NEUTRAL] OK, so you send a um.
[AGENT][NEUTRAL] An email
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, and get that uh table over there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me go ahead and get customer service on the line, OK? one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm doing well how about yourself?
[AGENT][POSITIVE] I'm good, I'm good. It's 6, yay, um, I'm 5, not 6.
[CUSTOMER][POSITIVE] Yeah, it's getting there, reaching out for me.
[AGENT][NEUTRAL] I'm in my own time already.
[AGENT][NEUTRAL] Um, I.
[CUSTOMER][NEUTRAL] I know, right? Fast forward woman.
[AGENT][NEUTRAL] All right. Well, I have a a member, well, it's not the member, it's the daughter of the member on the line. The member has passed and she received a refund and she said she didn't want that refund to be under her name. She wanted that to go back to the account where it was drafted. So I don't know if you can help her with that, but I have the policy number.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] It's 102404.
[CUSTOMER][NEUTRAL] And it's for [PII].
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] No [PII] on the.
[CUSTOMER][NEUTRAL] OK. You
[CUSTOMER][NEUTRAL] OK, that's 206 9. What's the callback number?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][POSITIVE] OK, here she comes. Have a good afternoon.
[CUSTOMER][POSITIVE] OK. You too, man. Thanks. Bye-bye.
[AGENT][POSITIVE] Thank you. You're welcome. Thank you for holding and being patient for you, Miss [PII]. I got Ms. [PII] on the line. She's gonna assist you from here.
[CUSTOMER][NEUTRAL] Alright, who's on the line so?
[AGENT][NEUTRAL] [PII], customer service. Mhm.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] No. Oh, good afternoon.
[CUSTOMER][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][NEUTRAL] I'm good, [PII]. I did the soul tell you what uh happened?
[CUSTOMER][NEUTRAL] Yes ma'am, she stated you were calling today on behalf of Ms. [PII]'s um policy. We did a refund and the refund went to you, but you're wanting it to be deposited back into the account mhm.
[CUSTOMER][NEUTRAL] OK, well, unfortunately the reason why we sent it to you is because we can't deposit the reimbursement back to the account. We can only do paper checks, um, if you want it back to, you need to put her name on there and not mine.
[CUSTOMER][NEUTRAL] So we can deposit it back in her account.
[CUSTOMER][NEUTRAL] OK, so you want us to um.
[CUSTOMER][NEUTRAL] Now do you guys have the estate set up for her or anything or it's just in her name?