AccountId: 011433970860
ContactId: 778e53d1-397f-4aec-9ce3-94dde5d46671
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1062329 ms
Total Talk Time (AGENT): 303909 ms
Total Talk Time (CUSTOMER): 170959 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/2025/05/30/778e53d1-397f-4aec-9ce3-94dde5d46671_20250530T19:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing well, [PII]. How about yourself?
[CUSTOMER][NEUTRAL] I am hungry and sleepy.
[AGENT][NEUTRAL] Uh oh.
[CUSTOMER][POSITIVE] And hat Friday. So, like my mother-in-law said I need to be grateful.
[AGENT][NEUTRAL] Well, that's what they tell me all the time.
[CUSTOMER][NEUTRAL] Which is true, but still, I'm hungry and sleepy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Well, I have [PII] calling from a group about a receiving a refund check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh fishing.
[CUSTOMER][NEUTRAL] And I don't show him as being a group contact on the plan.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Who is it? I mean, what group is it?
[CUSTOMER][NEUTRAL] It's 486-4.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] Oh, I would be for this shut down.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] Mm. Bless you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll have to ask [PII] about that.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. So, did you verify everything?
[CUSTOMER][NEUTRAL] I did and I got a callback number it's different than what's in the system.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, excuse me, um, [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And you said you have who on the phone?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And he's calling about a refund on group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, refund check, right.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'll see what I can do with Mr. [PII].
[CUSTOMER][POSITIVE] Awesome thank you ma'am have a great day and weekend.
[AGENT][POSITIVE] You as well, love. Thank you.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Good afternoon, [PII]. This is [PII] at in Group billing. I understand a good callback number for you is the [PII], and you're calling about a refund, is that correct?
[AGENT][NEUTRAL] That you received?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, all right. And um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And [PII], who
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Who is, I mean, how much is the refund?
[CUSTOMER][NEUTRAL] It's, uh, for $18.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and it looks like it's for [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so I just kinda wanted to make sure that um we were deducting the the right amount from our check and making sure that there's nothing on our end that we need to update, um, and if this actual refund was.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Hm, that's a good question.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm looking and I do apologize. Hold on just a moment.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][POSITIVE] I'm thinking it's going to be right cause it looks like.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I just
[AGENT][NEUTRAL] Myself.
[AGENT][NEUTRAL] There was a change in her policy.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] 2.
[AGENT][NEUTRAL] OK, so y'all have been deducting $3.06 I mean, yeah, $360 from her paycheck. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] It looks like um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh. Hold on just a moment. Let me double check this cause um.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][POSITIVE] I want to say yes.
[AGENT][NEUTRAL] Um, I'm double checking on this though. Uh, so hold on, just, uh, just let me make sure I got my ducks in a row so I can make sure cause it looks like the amount that should be taken out of her check is $2.40.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's what we're billing is $2.40.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Yeah, $2.40 is what.
[AGENT][NEUTRAL] We're billing.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So should, should we reduce the deduction to 240?
[AGENT][NEUTRAL] Per paycheck, yes.
[AGENT][NEUTRAL] Where you're doing, yeah, but.
[CUSTOMER][NEUTRAL] Yeah, so biweekly, it'd be 24.
[AGENT][NEUTRAL] Yeah, it'd be 240 instead of 360.
[CUSTOMER][NEUTRAL] OK, so 240 instead of 360.
[AGENT][NEUTRAL] so that
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I think premium has been refunded already on here, so.
[CUSTOMER][NEUTRAL] Yeah, we got the check. It's just hasn't been cashed or anything.
[AGENT][NEUTRAL] Right. And I get that, but I think
[AGENT][NEUTRAL] Let me check the others.
[AGENT][NEUTRAL] I'm looking back to see some of the refunds. I think it's been refunded to her.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I wanna make sure.
[AGENT][POSITIVE] OK, I believe that that's gonna be right.
[AGENT][NEUTRAL] If not, if, if my figures is wrong, then I do apologize in advance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But yes, sir, your, the, her deduction should be $2.40 per paycheck.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so we should go ahead and make the change or should we just leave it at 360 for now and then if we get a further update from you all.
[AGENT][POSITIVE] Uh, no, go ahead, no, go ahead and make the deductions because we will refund some more if that's the case. So this way we won't have to refund.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] All right, and do you all send like any notice as far as like um.
[CUSTOMER][NEUTRAL] The, the reduction, I guess, of her policy or the amount for her policy.
[AGENT][NEUTRAL] Well, I was wrong about the, um.
[AGENT][NEUTRAL] It it looks
[AGENT][NEUTRAL] I can.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Over
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] When her children dropped off.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] Oh, whatever.
[AGENT][NEUTRAL] Yes, some, yes, yes, one of our kids dropped off.
[CUSTOMER][NEGATIVE] Kids dropped off.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's when that's.
[AGENT][NEUTRAL] aged out, they aged out, so.
[AGENT][NEUTRAL] That's what happened.
[AGENT][NEGATIVE] And she should have gotten a notifications and, and let you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do, do you know when that, when their, that child got dropped?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I think it's gonna be [PII], but let me double check that.
[AGENT][NEUTRAL] Cause that's not my expertise and I do apologize. So I'm reading notes.
[CUSTOMER][POSITIVE] Oh, no worries.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yeah, no, sorry for putting you on the spot.
[AGENT][NEUTRAL] OK, that was that, that is correct. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right. Well, I will let her know and then we'll go ahead and just make that adjustment. So it was $240 per paycheck.
[AGENT][NEUTRAL] $240 per paycheck, yes.
[CUSTOMER][NEUTRAL] OK. Well, we'll make that update and we'll go from there.
[AGENT][NEUTRAL] OK, [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] I think that's everything. I think you answered everything, so I appreciate that.
[AGENT][NEUTRAL] Oh right.
[AGENT][POSITIVE] You're welcome. Uh, well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] You too, and a good weekend.
[AGENT][POSITIVE] You too, thanks.
[AGENT][POSITIVE] All right, [PII], thanks bye bye.
[CUSTOMER][NEUTRAL] All right. Bye.