AccountId: 011433970860
ContactId: 75dcf23e-9657-4c4a-945b-3555043eccc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242309 ms
Total Talk Time (AGENT): 85619 ms
Total Talk Time (CUSTOMER): 122005 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/75dcf23e-9657-4c4a-945b-3555043eccc9_20241231T14:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] um at the agent's office. I have a question about a check we just got in the mail from APL um on our group.
[CUSTOMER][NEUTRAL] Um, our group number is 17,220.
[AGENT][NEUTRAL] 17,220. What's the name of the group?
[CUSTOMER][NEUTRAL] Um, we are Alexander and Gree Insurance.
[AGENT][POSITIVE] Thank you, [PII], and what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you mind verifying the group address?
[CUSTOMER][NEUTRAL] Uh, we are at [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And you said you received a check?
[CUSTOMER][NEUTRAL] Yeah, I was just wondering um.
[CUSTOMER][NEUTRAL] For one just to make sure that our group has not lapsed.
[CUSTOMER][NEUTRAL] And two, just because of the wording, it says like lapsed policy, um 14894 representing a refund of premium.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Reason code lapse policy I terminated [PII] as of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna make sure that the group's not lapsed and this is just instead of crediting us back for him you guys are just giving us a check is that what this is?
[AGENT][NEUTRAL] OK, looks like it. um, let me get you to our billing department.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And they can
[AGENT][NEUTRAL] Get the details on that check for you. If you don't mind holding just one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Conferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hi, [PII]. Happy [PII]. It's been a while since I've talked to you.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] I think I know.
[AGENT][NEUTRAL] I have group number 17,220 on the line.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do have [PII] verified all of her information and her callback number is on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's calling regarding a check that she received, and she just needs to verify what it's for. It looks like for [PII] uh lapse policy, and she's just wanting to make sure that that's a check for premium refund or if it should it be credited to their account or she just wants some details.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, well I can definitely look that up for her and give her some information.
[AGENT][POSITIVE] All right, I appreciate it, [PII], and Happy [PII] to you and your family. All right. Let me get her on the line. You too.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Happy [PII]. Thank you. Be safe. OK.
[AGENT][POSITIVE] Thank you, [PII], for your patience. I do have [PII] on the line. She's going to assist you further. Have a wonderful day and a very happy [PII].
[CUSTOMER][POSITIVE] Thank you you also.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Hi [PII]. Hi [PII], this is [PII] how are you doing? Good, how are you? Good, I'm doing well thank you um so I do have your group pulled up and [PII] let me know you were calling about a refund check that was looks like it was on [PII] was it for 14894?
[CUSTOMER][NEUTRAL] Yes. OK, yes, so I'm looking here and it looks like that was the December premium that we refunded, so it looks like we must have received a request to terminate his policy effective [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, I was just making sure that um our group hadn't lapsed and um.