AccountId: 011433970860
ContactId: 7e1a86bf-9d8f-4956-9fc6-fa6105d2f0a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 778330 ms
Total Talk Time (AGENT): 461771 ms
Total Talk Time (CUSTOMER): 268549 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/7e1a86bf-9d8f-4956-9fc6-fa6105d2f0a7_20250428T21:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm doing well how about yourself?
[CUSTOMER][POSITIVE] I'm good. I'm good. It's 6, yeah, um, I'm 5, not 6.
[AGENT][POSITIVE] Yeah, it's getting there. What you got for me.
[CUSTOMER][NEUTRAL] I'm in my old time already.
[AGENT][NEUTRAL] I know, right? Fast forward woman.
[CUSTOMER][NEUTRAL] Um, I got.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] It's 102404.
[AGENT][NEUTRAL] And it's for [PII].
[CUSTOMER][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] I got [PII] on the line.
[AGENT][NEUTRAL] OK. You
[AGENT][NEUTRAL] OK, that's what I was just gonna ask. What's the callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] All right, I'm ready.
[CUSTOMER][POSITIVE] OK, here she comes. Have a good afternoon.
[AGENT][POSITIVE] OK. You too, hun. Thanks. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You're welcome. Thank you for holding and being patient for Ms. [PII]. I got Ms. [PII] on the line. She's gonna assist you from here.
[CUSTOMER][NEUTRAL] Alright, who's on the line, so?
[CUSTOMER][POSITIVE] [PII] customer service mhm yeah have a good afternoon.
[AGENT][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 so tell you what uh happened?
[AGENT][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?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Right, to me it needs to go back to the bank account. Mhm.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK, you need to send it back to, you need to put her name on there and not mine.
[AGENT][NEUTRAL] OK, so you
[CUSTOMER][NEUTRAL] So we can deposit it back in her account.
[AGENT][NEUTRAL] OK, so you want us to, um,
[AGENT][NEUTRAL] Now, do you guys have the estate set up for her or anything, or it's just in her name?
[CUSTOMER][NEUTRAL] The bank account is in her name.
[AGENT][NEUTRAL] So it's not set up as the estate of her name though, right?
[CUSTOMER][NEUTRAL] No, it's just [PII]. Don't put in the state of.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What I'm gonna have to do is I'm, I'm thinking they did it to you because you were the informant. And just one more question, Ms. [PII], is there a will or anything set up on behalf of Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, she does have a wheel.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she has 2 children. I have a twin brother.
[AGENT][NEUTRAL] I didn't catch that last part, Ms. [PII]. Repeat that please.
[CUSTOMER][NEUTRAL] I said she has 2 children. I have a twin brother.
[AGENT][NEUTRAL] OK. What may end up happening, and I'm gonna have to do a little bit of research and, and get back with you because I'm not sure that we can really put it back in her name simply because she is the person that is deceased. Um.
[AGENT][NEUTRAL] But what we may have to do is put it in your name.
[CUSTOMER][NEUTRAL] OK, but you all do understand that from IRS point of view this will be considered income for me.
[CUSTOMER][NEGATIVE] You, you see what I'm saying? This is not income for me. This was, this should have been back in her account and then we take this out as cash for her inheritance.
[CUSTOMER][NEUTRAL] The way that you all are sending back.
[AGENT][NEUTRAL] I don't think it, yeah, I don't think it has to be reported as income, but I, I'm gonna have to check in to see if we can do it the way you're asking, um, simply because we do have a procedure and I'm gonna see if we can do it as far as putting it back in her name. But if not, what we may end up having to do is get information from you as far as your individual information and your brothers since there are two siblings, what we could do is split it between the two of you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that might be another option that we have since she does have a will set up, but we'll need a copy of that will to do that.
[CUSTOMER][MIXED] OK, but the will has nothing to do with you all.
[AGENT][NEUTRAL] Basically, what
[CUSTOMER][NEUTRAL] It just says she has 2.
[AGENT][NEUTRAL] Right, basically what we analyze it for is to see who's responsible error of her whatever she's got her assets and once we determine what who is responsible er that's who gets the refund. That's why we generally ask for that um but like I said, let me get with my supervisor, explain to her what you're stating to me as far as that you're needing it to go back.
[AGENT][NEUTRAL] And her name. Now, we will need the check returned to us um before we can yeah.
[CUSTOMER][NEUTRAL] That's not a problem. I'm gonna return the check as a cashier's check back to you to make sure that you received it so there will be a paper trail.
[AGENT][NEUTRAL] OK, so you've already deposited the check?
[CUSTOMER][NEUTRAL] No ma'am, I have not deposited. I said I'm sending it back to you as a cash, I mean a certified, uh, in certified mail, not a cashier's check certified mail.
[AGENT][NEUTRAL] OK, that's fine. Yeah, you say cashier's check, so it threw me off. I was like, did you deposit? It's OK. I was just trying to make sure. Yes, ma'am. I was just trying to make sure you're gonna send, you're fine. I was just trying to make sure I was on the same page with you too. And that's why I wanted to make sure that we got the actual check that we
[CUSTOMER][NEGATIVE] I'm sorry, that was wrong, that was a wrong, uh, wrong terminology, wrong.
[CUSTOMER][NEUTRAL] Around terminology.
[AGENT][NEUTRAL] We sent you is what we'll need back and that's fine if you send it certified um but before I get you to do anything, let me check with my supervisor and see how we can pursue this further for you um simply based on what you're telling me today. Now Ms. So did give me your callback number, but I do wanna make sure I have it correct. The best number to reach you at, Ms. [PII], is [PII].
[CUSTOMER][NEUTRAL] Yes, and I'm, and you're [PII], right?
[AGENT][NEUTRAL] Yes ma'am, I'm [PII] in the customer service department. Now it's gonna be tomorrow before I can get back to you um my supervisor has left for the day, so just to let you know it won't be today but I will let you know something no later than tomorrow by lunchtime as far as what's going on and what we can do and how we can get this resolved for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so [PII], if you gonna do tomorrow, then I need you to call my cell phone number which is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. So that's [PII]. Is that correct, Ms. [PII]?
[CUSTOMER][POSITIVE] It's correct.
[AGENT][NEUTRAL] Alright, and just to re verify, you stated that by us sending it to you that was considered as taxable income on you, correct?
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] OK, and you
[CUSTOMER][NEUTRAL] That's what this would be, you send it in my name.
[AGENT][NEUTRAL] I think you only have to report it if it's disability, but I'll check on that for you and see if that's, you know, if that's gonna be an issue. Um, but again, I'll
[AGENT][POSITIVE] Get all that information to my supervisor and relay the concerns and see how we can get this resolved for you. Um, again, just hold off on sending that check for me until tomorrow.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, I will.
[CUSTOMER][NEUTRAL] OK, so [PII], because when I talked with [PII] and [PII], I specifically said
[CUSTOMER][NEUTRAL] That I needed to stop the draft and they said we can't stop the draft.
[CUSTOMER][NEUTRAL] Uh, until we get a death certificate, so it took 3 weeks for that. So now we got the death certificate, but we, I, I had told them to stop it from the bank account, so I wanted them to put it back in the bank account because we have not done anything to her bank account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because we knew that all of it wasn't just you, it was over $1000 that's being drafted out. So they were supposed to put all of that money back in the bank account.
[AGENT][NEUTRAL] OK, and I know we that we don't have the capability to transmit it back that's why we send a paper check, but we just need to figure out how we need to send this paper check for document purposes because also with us sending out a paper check, we need to make sure that it's matching what we have and while we're doing it in the system because we we have um auditors too that they wanna know you know what checks are being sent out and who and why so that's a lot of the reason probably why they sent it to you is because you were listed as the informant.
[AGENT][NEUTRAL] Um, and it looks like we've been speaking to you about this since earlier this month. I think from what I'm looking at, by the time you called us, it had already drafted for the month of April, so the premium that you're actually getting is for the month of April.
[CUSTOMER][NEUTRAL] OK, now you drafted it out for the month.
[CUSTOMER][NEUTRAL] Uh, I thought it was the month of March.
[AGENT][NEUTRAL] It did get drafted in March, um, but when did she pass away?
[CUSTOMER][NEUTRAL] When in March you draft?
[CUSTOMER][NEUTRAL] On the [PII]
[AGENT][NEUTRAL] She passed away on the [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so she, we wouldn't have refund in March batch that premium was still collected even though it was a few days before the [PII]. We don't do pro rated premiums, so the refund that we sent was actually for the month of April.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] Back, go back, go back, roll back. Wait a minute.
[CUSTOMER][NEUTRAL] So you're saying cause I call.
[CUSTOMER][NEUTRAL] Um, to tell you that of her passi[PII].
[CUSTOMER][NEUTRAL] And I told them it was on [PII].
[CUSTOMER][NEUTRAL] So you're saying that the premium that you drafted for [PII], it should have stopped.
[CUSTOMER][NEUTRAL] For, for March, right?
[AGENT][NEUTRAL] No, ma'am, it wouldn't have stopped because you called us on [PII]. The draft from March was already taken out on [PII], and that was for the whole.
[CUSTOMER][NEUTRAL] No, no, I didn't call you [PII]. I called you I called you in [PII].
[CUSTOMER][NEUTRAL] Because I knew that that was coming out of her account.
[AGENT][NEUTRAL] Well, the only note I see is from [PII], so I apologize, Ms. [PII]. Um, if you did call us.
[CUSTOMER][NEUTRAL] I talked to two people. I
[CUSTOMER][NEUTRAL] I talked to a [PII] and I talked to an [PII].
[AGENT][NEUTRAL] OK, so if you did call us, the representatives that you spoke to wouldn't have been able to stop anything drafting because we can't do anything until we get documentation of the death. So even though, because it could be anybody calling on behalf of your mother, we have to have actual documentation to see what's going on before we can stop anything. We just can't do it because you called us. You don't have.
[CUSTOMER][NEUTRAL] I understand
[CUSTOMER][NEUTRAL] So, so you drafted, but they drafted that that out of the account.
[AGENT][NEUTRAL] We drafted it in March, but because she was still living up until the [PII] is why that draft is still a valid premium because she still had coverage prior to her death in the event that something happened and we don't do prorated premiums. So when somebody passes away, they generally get a reimbursement for the month following their date of death.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so this is for April, is that what you're saying?
[AGENT][NEUTRAL] Yes, ma'am. That refund is for April.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] She actually was getting drafted for the month that she was in, um.
[AGENT][NEUTRAL] So, basically, that's why we can't give back March.
[CUSTOMER][NEUTRAL] Go ahead stop the payment for May have stopped the payment for May.
[AGENT][NEUTRAL] May has been stopped and that's why you're getting that refund. That's what that refund was for letting you know that we received the death certificate policy is canceled and we refunded it so it's not continuing to be active and it's not gonna be drafted any further.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] But I am gonna research for you um as far as how, what we can do about that refund check that you got, and I will call you back after I speak to my supervisor about that, Ms. [PII], is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, that's it thank you [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL and you have a wonderful day as well.
[CUSTOMER][POSITIVE] Thanks bye bye.