AccountId: 011433970860
ContactId: 82153d8b-8072-4b71-a59d-d20d5cb79f79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 532900 ms
Total Talk Time (AGENT): 159180 ms
Total Talk Time (CUSTOMER): 236681 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/82153d8b-8072-4b71-a59d-d20d5cb79f79_20250204T19:51_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 [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have a member on the other line. Her policies um were are canceled, but she's saying that
[CUSTOMER][NEUTRAL] Um, they were supposed to be termed in [PII] and she was expecting a refund from, it was being taken out up until [PII].
[CUSTOMER][NEUTRAL] Uh, there's two policies. I don't see anything on one and on the other, um, I don't see anything about.
[CUSTOMER][NEGATIVE] A refund of a policy.
[AGENT][NEUTRAL] We don't normally refund um when we cancel, but yeah, what's the policy numbers and I'll check into it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, it's 236-250-5.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Disability
[CUSTOMER][NEUTRAL] There's a disability and
[AGENT][NEUTRAL] I
[AGENT][NEGATIVE] It's paid to [PII]. She's expecting a refund?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't, I, I'm very confused.
[AGENT][NEUTRAL] I understand. I am too.
[CUSTOMER][NEUTRAL] I'm like, I thought that, OK, so now that you're confusing makes me feel better because I thought, well, maybe I just don't, maybe this is just customer service stuff.
[AGENT][NEUTRAL] And then there she's got enough why did she have 2?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] And I saw some future lab dates, but nothing for July.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, I see. The, the first one.
[AGENT][NEUTRAL] Changed.
[AGENT][NEUTRAL] So it lapsed in May and then they signed up with a different benefit starting May and it's only paid to April that's why it's OK, I got it.
[AGENT][NEUTRAL] That's why there's 2 policies.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Is there any notes?
[AGENT][NEUTRAL] Future lapse date of [PII] provided by EFP.
[AGENT][NEUTRAL] That's all, all that's in there.
[AGENT][NEUTRAL] My back.
[AGENT][NEUTRAL] Let's see, NPL 24546.
[AGENT][NEUTRAL] You're active.
[AGENT][NEUTRAL] OK. I don't know what to tell her, but you can transfer her to me anyway.
[AGENT][POSITIVE] I see what I can do.
[CUSTOMER][NEUTRAL] OK. Um, hold on one second.
[CUSTOMER][POSITIVE] Hello [PII]. Yes. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK? Thank you, appreciate that. You're very welcome.
[AGENT][NEUTRAL] Uh, good afternoon, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good how are you [PII]?
[AGENT][POSITIVE] I'm good. Um.
[AGENT][POSITIVE] How can I help you today? I'm.
[CUSTOMER][NEUTRAL] Yes. So, um, I had a disability policy. I canceled it back in, um, July. I sent the signed form on [PII]. Um, so my paperwork says it was gonna be effective [PII].
[CUSTOMER][NEGATIVE] And it still got taken out of my check biweekly, um, it was 8120 biweekly and it but it didn't stop getting taken out until [PII], so I inquired and they did say that they would look into how to give me a refund for the amount that I was charged um after I canceled my policy, so I still haven't heard back.
[AGENT][NEUTRAL] OK, and who did you speak to? because I don't have any, any notes or anything in here where you can.
[CUSTOMER][POSITIVE] I've spoken to so many people. [PII] was one of them.
[CUSTOMER][NEUTRAL] Um, oh my God, I can't remember the last one, but it was like 2 months ago.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And she said that she was gonna call me back and she never did. I emailed and I haven't heard anything.
[AGENT][NEUTRAL] Who did you email? Where, where did you email? Got it.
[CUSTOMER][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That might help a little if we know where you you sent that to because I'm not finding anything here.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] What does the email end in so I can look it up on my um email.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Care team, it just says care team.
[AGENT][NEUTRAL] And what's the date on that?
[CUSTOMER][NEUTRAL] Um, I have one here for [PII].
[CUSTOMER][NEUTRAL] Let me see APL.
[CUSTOMER][NEUTRAL] When I look it up, there's like all sorts of stuff.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] I have heard the last one that I spoke with was [PII].
[AGENT][NEUTRAL] Yeah, we don't, we don't have anyone here by the name of [PII].
[AGENT][NEUTRAL] Um, might have been through, um.
[AGENT][NEUTRAL] Union called union.
[CUSTOMER][NEUTRAL] Employee retention benefits, give me one moment.
[AGENT][NEUTRAL] Union Bank and trust, I guess.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah, no, I, I can't find it, but I did speak to somebody a couple.
[CUSTOMER][NEUTRAL] A couple of months ago because it was right before the holidays.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I had, I had spoken to a [PII].
[AGENT][NEUTRAL] Yeah, we don't have anyone here by that name. Um.
[CUSTOMER][NEUTRAL] Yeah, I don't have
[AGENT][NEUTRAL] But um let me get with the care team to see if I've got that email from uh [PII] and we can.
[AGENT][NEUTRAL] And check into it from there and get something figured out. What is your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Let me give.
[CUSTOMER][NEUTRAL] Oh, OK, I have a name here. I found it in my text. Uh, on [PII] I spoke with [PII].
[AGENT][NEUTRAL] Yeah, we don't have anyone I'm, I'm thinking you're calling uh your employer or the Union Bank and Trust Company.
[CUSTOMER][NEUTRAL] Mm, OK, because it was the same number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because we, we don't have anyone by those names.
[CUSTOMER][NEUTRAL] OK, I mean it doesn't matter, right? I just wanna get it solved because it was months of me paying.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right, but the care team at AM public, that, that would be us, so I, I will get that checked into and give you a call back um either today or tomorrow when I find out something and see what, what's going on with it.
[CUSTOMER][NEUTRAL] OK. Um, I do have an email.
[CUSTOMER][NEUTRAL] From AM Public on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and this was after, so I, I'm assuming that's when I sent out my, my pink slip. I, I do have the receipt and everything available if you guys wanna see it, um, but it was canceled.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Who was that email from? You, you said you got one back from us.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It was um.
[CUSTOMER][NEUTRAL] It was adobe sign, acrobat sign from um.
[CUSTOMER][NEUTRAL] ERB North America.
[CUSTOMER][NEGATIVE] And that's where I signed it and then I have it here, the cancellation form, the pink slip payroll deduction, all of that, and it says it would be effective [PII], and then I also have an email where I followed up and I never heard back in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, let me do some investigating on our end and see what I can find out and um I'll give you a call back like I said either today or tomorrow for sure.
[CUSTOMER][POSITIVE] OK, sounds good. Thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Mhm. OK, bye.