AccountId: 011433970860
ContactId: 88aebb4c-d68d-4b68-af89-e20086e4a6ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327940 ms
Total Talk Time (AGENT): 81759 ms
Total Talk Time (CUSTOMER): 106212 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/88aebb4c-d68d-4b68-af89-e20086e4a6ca_20250103T13:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling [PII]. How can I help you?
[CUSTOMER][POSITIVE] Well, good morning, Ms. [PII]. Happy New Year. It's [PII].
[AGENT][POSITIVE] Good morning, same to you.
[CUSTOMER][MIXED] No thank you. Um, you sound a little bit like me, a little bit of that, that yucky yucky stuff, not a good way to start the [PII], but OK.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So I have an insured on the line who had a disability policy with us and let me give you the number.
[CUSTOMER][NEUTRAL] Her policy is 2347565.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] O
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] I beat my keyboard so much that I can't see the numbers.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, do you know I have the same thing. I have certain letters that don't have any letters on them anymore. They're just black.
[AGENT][NEUTRAL] Yeah, it's for [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can see it shows that she's supposed to be getting a refund because
[CUSTOMER][NEUTRAL] She was not eligible due to working less than 20 hours.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] But she's wanting to know, to verify that that's been issued as a check and how that's being issued to her because I can't tell that. I mean I see notes to say it was a check, but
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] it doesn't even tell me just to check uh what's her uh let me look in um.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] On these, uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's her callback number?
[CUSTOMER][NEUTRAL] Um, it is the one in the system, [PII] is [PII].
[AGENT][NEUTRAL] OK, you can go and send it through.
[CUSTOMER][POSITIVE] And she's fully verified as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much and I hope that whatever you have going on, you feel better.
[AGENT][NEUTRAL] The same to you.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it. OK, here she comes. bye bye.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Good morning. Thanks for calling Alis [PII]. Um, am I speaking with Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, the rep said that you had a question to find out how you receiving, you're gonna be receiving your refund.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me put you on a brief hold. I'm gonna have to look into this. I mean, it shows that it was done on [PII], but I'm, it's not showing me if it's a check or how it is. I'm gonna put you on a brief hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so I just think the whole thing. So it's looking like um it's showing that we sent out.
[AGENT][NEUTRAL] On [PII], um, for that payment.
[AGENT][NEUTRAL] Um, and it looks like it would have been by check.
[CUSTOMER][NEUTRAL] The [PII], y'all send it out the [PII].
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, Ms. [PII], was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's all, thank you.
[AGENT][POSITIVE] No problem, thanks for calling April. You have a wonderful day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Uh-huh, bye.
[CUSTOMER][NEUTRAL] Bye.