AccountId: 011433970860
ContactId: 7ec3e121-dcf6-4f27-baa9-d61eadf9af08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 885429 ms
Total Talk Time (AGENT): 335822 ms
Total Talk Time (CUSTOMER): 324357 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/7ec3e121-dcf6-4f27-baa9-d61eadf9af08_20250611T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Rick Case Enterprises. Um, we're getting a bunch of checks sent back to us, um, like refunds. I need to know what these are for.
[AGENT][NEUTRAL] Um, what's that group number?
[CUSTOMER][NEUTRAL] 15391.
[CUSTOMER][NEUTRAL] 15371
[AGENT][NEUTRAL] 00, OK. 15371. OK.
[CUSTOMER][NEUTRAL] Because they say there's more than one.
[AGENT][NEUTRAL] Was that the only two group numbers now?
[CUSTOMER][NEUTRAL] Uh, one, well, hold on a second, I think there might be a 3rd.
[CUSTOMER][NEUTRAL] But so far I'm seeing checks for 2.
[CUSTOMER][NEUTRAL] Thing here
[CUSTOMER][NEUTRAL] We had a
[CUSTOMER][NEUTRAL] It's over here.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, 15372, so there's three group numbers 15371 153772 and 15391.
[AGENT][NEUTRAL] OK, so I'm gonna look at them individually for you, but we have been going through our suspense and just returning money that we've been holding on to because of overpayments or cancellations, whatever the case may be, and it just hasn't been applied to an invoice. Sometimes when we have put a credit on invoice, um, it's not always seen.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because we have to do that manually in our online service center and groups don't necessarily always look at that they just pay the invoice that um they receive in the mail.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, we have money sitting in suspense. We were going through and clearing all that out. So let me
[AGENT][NEUTRAL] OK, so the first one I'm looking at is 15391.
[AGENT][NEUTRAL] It looks like on [PII] we sent out.
[AGENT][NEUTRAL] A check is that the one you're looking at for $5,172.60?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And did you only receive the check or did you receive the letter that for the with the description?
[CUSTOMER][NEUTRAL] I received the check and the letter says lapsed policy.
[AGENT][NEUTRAL] That is it.
[CUSTOMER][NEUTRAL] Please find enclose our company check and the amount of representing refund of premium submitted on behalf of the below listed employees, but it's saying lapsed policies. I mean, to my knowledge we don't have lapsed policies.
[AGENT][NEUTRAL] It doesn't have individual names for the policies?
[CUSTOMER][NEUTRAL] So what does that mean?
[CUSTOMER][NEUTRAL] It does.
[AGENT][NEUTRAL] Oh, OK, so I, I can look back and look at the dates like I said this is possibly where um when after we invoiced we received notification that um someone had turned and the group paid that that premium so it needed to be returned to them.
[CUSTOMER][NEUTRAL] OK, so they could be term, not necessarily lapsed policies, OK.
[AGENT][NEUTRAL] Right, it's just lapsed in our system because we, it's been termed most of the time, but let me look at that individually.
[CUSTOMER][NEUTRAL] That's different.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's fine. That's why I'm calling and you know, to get an idea of who to send this to, you know, what, what to do with this stuff.
[CUSTOMER][NEUTRAL] I don't wanna just cash checks and not know, you know, obviously then it should be applied to individuals that's probably sitting on a schedule somewhere, um, OK, so lapsed policy really means term employee.
[AGENT][NEUTRAL] Um, yes, it means it could not be applied because it was lapsed, so yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, let me just pull up real quick 15391.
[AGENT][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, yeah, so that list it should have each individual um that it was sent in initially for like how it was sent in to us and those, yeah.
[CUSTOMER][NEUTRAL] Right, so I have this, I have that for this check, um, for the 15391, um, for 15371.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, let me look at that
[CUSTOMER][NEUTRAL] Looks like there's 3 checks.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I see. Let's see the end of May.
[AGENT][NEUTRAL] May
[AGENT][NEUTRAL] Alright, I do see
[AGENT][NEUTRAL] Oh, is this the right? I don't know if I pulled it up or not.
[AGENT][NEUTRAL] OK, here it is.
[AGENT][NEUTRAL] This one looks like it was from lapse policies as well, um.
[CUSTOMER][NEUTRAL] Is that the 13,000?
[AGENT][NEUTRAL] I believe so. Let me look down here at the bottom.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEGATIVE] And I wish, honestly, I wish they would on these letter yes ma'am, the 13,000. I wish it would show you well I guess it kind of does no it doesn't that says me.
[AGENT][NEUTRAL] I wish it would give you the dates of those laps policies uh when they were sent in when we received that money but for whatever reason those letters do not it just gives you the amount and the reason.
[CUSTOMER][NEUTRAL] Right, what's weird about them is that like there's two separate amounts for the same employee, so, um, it's fine at least I have a.
[AGENT][NEUTRAL] It's probably multiple policies.
[CUSTOMER][NEUTRAL] Right, it's a starting point, so it's OK.
[CUSTOMER][NEUTRAL] Well we only have gap with you all, so um.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, but that's why it's weird to have different amounts for the same person, but it's OK. I'll figure that part out, but like I said, I just needed a starting point, but the, um, there's two, what and I'm, I wanna make sure that I'm getting what you've sent because that's the next problem is when it goes to, um, central processing area I may not be getting everything that has been sent back so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I see.
[CUSTOMER][POSITIVE] It's worth the phone call.
[AGENT][NEUTRAL] Absolutely, so that last one is a 72, right?
[CUSTOMER][NEUTRAL] So far I see that the um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't have that. I have two checks for, uh, two other checks for 15371.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And this says something about group overpayment policy premium paid, but it says it on the um description of the front of the check where the description on the others are a little different so but and this one I don't have the backup for these 21 is for can I give you the check numbers.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd, OK, go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 204-768-3
[CUSTOMER][NEUTRAL] That says it's [PII].
[CUSTOMER][NEUTRAL] For 27 48 62.
[AGENT][NEUTRAL] OK, so it's saying here on my notes it was policy premium paid uh prior to a rate correction so what it was is the group was paying um an amount.
[AGENT][NEUTRAL] That, um, and
[CUSTOMER][NEUTRAL] Different than what we should have been paying for each person.
[AGENT][POSITIVE] Correct, thank you. I'm so sorry I was unable to articulate that right off the top of my head. So once the rate was corrected, that was the overpayment.
[CUSTOMER][NEUTRAL] OK, mhm.
[CUSTOMER][NEUTRAL] OK, um, is there a detail on that?
[AGENT][NEUTRAL] Uh, like, I don't.
[CUSTOMER][NEUTRAL] Because that I don't have.
[AGENT][NEUTRAL] And let's see that was dated [PII].
[AGENT][NEUTRAL] This might be
[AGENT][NEUTRAL] 2748.
[AGENT][NEUTRAL] OK that's
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] That's strange.
[AGENT][NEGATIVE] No letter was generated for that one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's probably because it was, it was um categorized as a group overpayment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's what is so OK so what I can do is it I wouldn't be able to do it immediately like while we're on the phone, but I can go through and look at the invoices and see where.
[AGENT][NEUTRAL] What was paid versus what should have been paid and I can I can generate something for you a detail.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, don't worry, don't, don't.
[CUSTOMER][NEUTRAL] Don't worry about it at this point. If they want that much detail, I'll call them back. I will, I'll call back in, um, just because.
[CUSTOMER][NEUTRAL] At this point they can and if it's from.
[CUSTOMER][NEUTRAL] Let's say prior October uh across everybody then they can they'll they'll figure it out then apply it to group benefits across the board or something along that line if they want more detail I'll call back don't worry about that part um this other check though is 204-765-5.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is that for a group, uh, the same group?
[CUSTOMER][NEUTRAL] Is that the same thing?
[CUSTOMER][NEUTRAL] Yeah, 15371.
[AGENT][NEUTRAL] And is it the 26634?
[CUSTOMER][NEUTRAL] Yeah, 266 34 that's says the form and I don't have a form.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] That's why I was wondering if you had gotten the letters and you said see form that's there was an issue with a couple that for whatever reason when the check printed the form, the letter did not go with it, um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Mhm, didn't come with mhm.
[AGENT][NEUTRAL] Uh, OK, so on this one I'm gonna have to submit to my IT department to have that generated because.
[AGENT][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Nothing generated, so that's why I didn't come with the check, but I will get that done for you.
[CUSTOMER][NEUTRAL] Understood.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And then I don't know if there's anything for the other company, the 153.
[CUSTOMER][NEUTRAL] 72 and I have 15371.
[CUSTOMER][NEUTRAL] And 153.
[CUSTOMER][NEUTRAL] Well, that's 71, that's 71 and that's 71, um.
[CUSTOMER][NEGATIVE] Confusing myself.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, looks like everything's coming to.
[CUSTOMER][NEUTRAL] Well, no, there was one other one that was the 15391 OK.
[CUSTOMER][NEUTRAL] So if there's anything for 15372 they haven't sent it to me.
[CUSTOMER][NEUTRAL] Meaning our company here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] And they're famous for just taking my money and not telling me anything.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, yeah, I do see one for 72, um, it looks like it was a lapse policy.
[CUSTOMER][NEUTRAL] How much was that for?
[AGENT][NEUTRAL] 37101.
[CUSTOMER][NEUTRAL] 37101? OK.
[AGENT][NEUTRAL] Yes ma'am, and that was around the same time period.
[AGENT][NEUTRAL] But the others were generated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna find out who has that check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So when they um IT comes back with the detail on the other tech can it be emailed to me or?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let's see here let me make myself a note because what is a good email address for you? I'm not sure that it's the one that we have on file.
[CUSTOMER][NEUTRAL] Um, I'm [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Oh yes, I was gonna say wait, [PII]?
[AGENT][POSITIVE] Wow, that, I'm sorry about that.
[CUSTOMER][NEUTRAL] Mm mm, no, just [PII] yeah and and that's OK.
[AGENT][NEUTRAL] OK, alright, [PII], we got you here, so I will get that over to you.
[AGENT][NEUTRAL] As soon as I get it back I know that I did request one the other day and I'm not gonna get it till tomorrow so it might be a few days but I will let you know as soon as IT tells me that they're going to generate it.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] No problem. Was there anything else I can help you with? Hopefully not. I'm so sorry.
[CUSTOMER][NEUTRAL] No, that's that.
[CUSTOMER][NEUTRAL] No, that's it. That's OK, thank you.
[AGENT][POSITIVE] All right, well you have a great afternoon thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thanks bye bye.