AccountId: 011433970860
ContactId: 812ae695-5aa1-45a3-a714-64e416ac6d36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419760 ms
Total Talk Time (AGENT): 165984 ms
Total Talk Time (CUSTOMER): 105639 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/812ae695-5aa1-45a3-a714-64e416ac6d36_20250407T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. Um, I was calling because when I was out sick on my medical leave, my premiums were being taken out of my short term disability payment and I wanted to see if my job ever, um, made the payment.
[CUSTOMER][NEUTRAL] To catch it up.
[AGENT][NEUTRAL] Mhm. All right, Ms. [PII], um, what is your policy number?
[CUSTOMER][NEUTRAL] I don't have the policy number offhand.
[AGENT][NEUTRAL] Alright, um, can we use yours.
[CUSTOMER][NEUTRAL] Can I give you my social?
[AGENT][POSITIVE] Mhm, yes, we can use it.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Alright, and let me just a second while the system tries to search it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I was able to find your policy. And just for verification steps, do you mind telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you very much. And
[AGENT][POSITIVE] I do see here that the policy is um caught up. We don't have any missing premium for it.
[CUSTOMER][NEUTRAL] OK, so is it an overpayment on it?
[CUSTOMER][NEUTRAL] Because I was, my job was making a payment.
[AGENT][NEUTRAL] Um, I do not.
[CUSTOMER][NEUTRAL] OK. My job was making the payment and um.
[CUSTOMER][NEGATIVE] The premiums was coming out of my short term disability.
[CUSTOMER][NEGATIVE] The last time I was out sick and this happened, they had to send me a refund.
[AGENT][NEUTRAL] OK, let's see, um,
[AGENT][NEUTRAL] I do
[AGENT][NEUTRAL] I do see here that it's caught up. I
[AGENT][NEUTRAL] Don't see any overpayment. I could.
[AGENT][NEUTRAL] I will go ahead and check with the billing department they will be able to look at that piece of information if there's any um overpayment paid on the on the policy. Uh, do you mind if I go ahead and transfer you to the billing department? OK, um, I will go ahead and provide the policy information and um say you are verified so you don't have to repeat yourself, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Um, mhm. And would you be, uh, would you, you like me to provide the policy number to you, or?
[CUSTOMER][NEUTRAL] No, ma'am. I, I can, I can look it up whenever. I just don't have anything to write it down with right now.
[AGENT][NEUTRAL] Mhm. All right. OK, Ms. [PII]. All right, I will go ahead and transfer you to.
[CUSTOMER][NEUTRAL] And I'm driving.
[AGENT][NEUTRAL] My department and have them search up if there's any overpayment on the policy, alright?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. You have a nice day.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] Uh, billing.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have Mr. [PII] with policy 21.
[AGENT][NEUTRAL] 50.
[AGENT][NEUTRAL] 245.
[CUSTOMER][NEUTRAL] 2150.
[AGENT][NEUTRAL] 345.
[CUSTOMER][NEUTRAL] 345
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], um, she is calling because um she was saying that her policy was being paid um through her short-term disability.
[AGENT][NEUTRAL] And that her group was paying on it as well, and there is probably an overpayment on it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that she's probably do a refund for it.
[CUSTOMER][NEUTRAL] Come on
[CUSTOMER][NEGATIVE] Mm I don't have anything in group suspense for her.
[CUSTOMER][NEUTRAL] Let me look in another spot.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] There was, there's been 2 checks that have been issued in February and beginning of March.
[CUSTOMER][NEUTRAL] Those were, I mean those have already been issued.
[AGENT][NEUTRAL] But those were payments for her, not for us, right?
[CUSTOMER][NEUTRAL] They, it was a refund back to her.
[AGENT][NEUTRAL] Mhm. OK, because she was checking if there was any um other uh overpayment on the policy and then that we were probably um happen, happen to have any money back for her again.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, not since the two checks that have already been issued to her.
[AGENT][NEUTRAL] OK. Um, are you able to provide that information for her with dates and all of that, or do you want? All right. Um, callback number is the same one that she's calling from?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'll go and send her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold
[CUSTOMER][NEUTRAL] This is