AccountId: 011433970860
ContactId: 751a7e70-2304-406f-be1a-f74015483ef6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376220 ms
Total Talk Time (AGENT): 238312 ms
Total Talk Time (CUSTOMER): 116660 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/751a7e70-2304-406f-be1a-f74015483ef6_20250512T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APA. Excuse me, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII] it's [PII]. How are you doing?
[AGENT][NEGATIVE] I'm fine, [PII]. I'm sorry. I feel like my throat's just so sick. I can't.
[AGENT][POSITIVE] I'm good. How are you doing?
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] Apparently drink some water. I don't know.
[AGENT][NEUTRAL] I am just sitting here sipping on water right now, what's going on? Anyway, I, it'll be OK. What you got, darling?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I have a group admin on the phone and she's calling because on the invoice it's showing this person's name twice and I verify the insureds social but it's correct on the invoice and in the system but she's wanna know why it's twice and it doesn't look like it was um a separate like she dropped off one policy and switched on to another or I don't know like uh her.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh my [PII]. What's that policy number, darling. Let's see what's happened.
[CUSTOMER][NEUTRAL] Uh, let's see, 26083553.
[AGENT][POSITIVE] Goodness, goodness, goodness, goodness, goodness.
[AGENT][NEUTRAL] OK. 26083553.
[AGENT][NEUTRAL] And this is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I say B Q P H R.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Well, I've just bought some Nutrigrain bars if you want one as a snack.
[AGENT][NEUTRAL] I don't know why.
[CUSTOMER][NEUTRAL] Oh, you want a Snickers?
[AGENT][NEUTRAL] No, I didn't want you tell me twice.
[CUSTOMER][POSITIVE] Turd. Love you.
[CUSTOMER][NEUTRAL] Oh this kid.
[AGENT][NEGATIVE] Oh my God, she has two identical freaking fracking policies, both with the exact same effective date and they're one number off so it got issued then turnro got issued again.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And both policies are being paid on. They both got paid on for April. Oh.
[AGENT][NEUTRAL] Uh, genie.
[AGENT][NEUTRAL] Oh my God. Oh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Hold on, I'm trying to think what I'm gonna tell her. All right, I don't know how she got issued back to back, but she did and somehow she's been paid on back to back twice. So I'll have to get with billing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To get this straightened out, uh, just who, what's the, what's the lady's name? What's the group contact's name?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Do see
[AGENT][NEUTRAL] Key service group.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, but, but he I didn't get the group number, uh, 259 12.
[AGENT][NEUTRAL] [PII] 12.
[CUSTOMER][NEUTRAL] And I, and I verify their information.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I know you did, darling. All right, put her on through and I'll just tell Ms. [PII], uh.
[AGENT][NEUTRAL] You know that I've got to get with the billing department and get all this cleaned up.
[CUSTOMER][POSITIVE] All right, sweet, I appreciate you.
[AGENT][NEUTRAL] That she
[AGENT][POSITIVE] Thank you. Have a good day, dear.
[CUSTOMER][NEUTRAL] Alright you too bye.
[AGENT][POSITIVE] Thanks, bye.
[AGENT][POSITIVE] Good
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I am fine, thank you, ma'am. So I see you are calling on [PII] and her double policies.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK. We are gonna get that taken care of for you. Somehow or another she got issued two policies back to back.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] And we are gonna get this turned and straightened out, do not pay on both policies. Um, do you go online and view these where you can reconcile them and everything?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm, what if you can get us the refund for the previous month because that is already paid.
[AGENT][NEUTRAL] Right, we're gonna, we're gonna get all of this taken care of, so let us do that and then um we'll see about getting a new bill out there. So is this your, your, your June bill you're wanting, you're looking at?
[CUSTOMER][NEUTRAL] I am looking at.
[AGENT][NEUTRAL] No, you haven't been built for [PII] yet.
[CUSTOMER][NEUTRAL] Yes, it's before June it's for me.
[AGENT][NEUTRAL] Yes, it looks like she's been paid on for April and May.
[CUSTOMER][NEUTRAL] Basically the date received is [PII], yes, yes, correct, April and May, so we need the refund for both.
[AGENT][NEUTRAL] Right, so we will get this taken care of and she should have a policy, right? Not to, but she should have a policy. OK, so [PII], we will get this taken care of. I will get, I'm going to send actually it's our billing department. I am going to send them the information and tell them to please review, um, and cancel a policy number, the second policy that was issued and tell them to review it for a, a refund.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK, [PII], can you please do me a favor, yeah.
[AGENT][NEUTRAL] Certainly.
[CUSTOMER][NEUTRAL] Oh, once it's done, can you send me over an email on my mentioned email address [PII]?
[AGENT][NEUTRAL] OK, that's the email we have on file for you, correct? [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct, correct, that's correct.
[AGENT][POSITIVE] OK. Yes, ma'am. I will have them to confirm with you once everything has been taken care of.
[CUSTOMER][POSITIVE] Oh thank you I'll wait for your email then.
[AGENT][NEUTRAL] Yes ma'am, yes, so we will get that taken care of and again they'll be emailed they they're probably gonna be emailing you from the billing department or it may say task force, OK?
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So, uh
[CUSTOMER][POSITIVE] OK take care thank you for the assistance.
[AGENT][NEUTRAL] Well, we do apologize for the inconvenience, Ms. [PII], but we will get you taken care of.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][POSITIVE] Well, thank you and thank you. Thank you for calling APL. You have a great day and give us a call back if we can help you again.
[CUSTOMER][POSITIVE] Take care bye.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK