AccountId: 011433970860
ContactId: 8a053f9f-e6b1-46ac-b53d-7ceb6f7a4800
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322000 ms
Total Talk Time (AGENT): 128550 ms
Total Talk Time (CUSTOMER): 144565 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/8a053f9f-e6b1-46ac-b53d-7ceb6f7a4800_20250207T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good. I, Lisa answered the phone, but she couldn't hear me. I don't know what happened there.
[AGENT][NEGATIVE] Oh, she's been having some issues.
[CUSTOMER][NEUTRAL] I see. Oh yeah, I have a member on the line that she said that she called on the [PII] and she was told by um [PII] that she was gonna get a refund, and she's calling back about that because she said she was gonna get a callback, I something like that, um, but she has not, and I see [PII]'s at lunch. So can you help her?
[AGENT][POSITIVE] OK, OK. I will sure do try to, I will, yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And the policy number is 2362505 and I don't see the note from [PII], so I'm like, uh, I'm not sure what happened.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh no. OK. Is she supposed to get a refund from us? That's what she.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, she said that the policy should have been um terminated a long time ago and she needed to have like a refund sent back to her.
[AGENT][NEUTRAL] OK, I see. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let's see. What is her name? I'm sorry. Um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I just looked at it and it left my head. OK, thank you. OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Oh [PII]. All right.
[CUSTOMER][NEUTRAL] Mm, OK. And I fully verify her, uh, the callback number is the same one that is in the system, the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mm OK. Um, you're ready for her or you want some, a few minutes. OK, you're ready for her. OK. All right. Here she comes. Have a good day. You're welcome. Thank you.
[AGENT][POSITIVE] Yes, I am ready. Thank you.
[AGENT][POSITIVE] OK, thank you. You too.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. I, I didn't find Ms. [PII], but I have Ms. [PII]. She is in the customer service department and she's gonna assist you from here, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Hi, how are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, so I was just telling me that you were expecting a refund from us for the premium. OK, I'm just looking to see what I can find out.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And this was supposed to have been left last year.
[CUSTOMER][NEUTRAL] Yes, um, I had sent in the form signed through Adobe and then also like the pink slip with my payroll department on [PII].
[CUSTOMER][NEGATIVE] And I did confirm with my payroll that on their end it was canceled, um, but I believe because they switched to a new system it was still taking the money out however they said that they were handing over the money to you guys, um, so they said talk to them about the refund because I, I can't even pull up all the pay stubs since July to um [PII] was the last pay stub where it was still getting taken out for the premium.
[AGENT][NEUTRAL] OK. OK. Um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm just reading just to see if I can find out if anything has been sent out yet.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Oh what, you know, what might be going on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, I just don't.
[AGENT][NEUTRAL] I see where you did talk to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I will need to get with her and just see what is going on. Um.
[AGENT][POSITIVE] If you don't mind, let me speak with her and then I will give you a call back.
[AGENT][NEUTRAL] If that's OK. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, do you know if it would be today?
[AGENT][NEUTRAL] OK, yes ma'am, maybe a couple of hours just to give me time to research and see what happened, what's going on with it. Um, yes ma'am, and I will be giving you a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good then.
[AGENT][NEUTRAL] Right, but the number that you're calling from is, that's a good callback number?
[CUSTOMER][NEUTRAL] Yes, this is my cell.
[AGENT][POSITIVE] OK. OK. Yes, ma'am. Yes, ma'am. I will get with her and just see where she's at in the process, um, and give you a call back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you. But is there anything else I can do for you?
[CUSTOMER][NEUTRAL] No, that's it, just trying to get this figured out.
[AGENT][POSITIVE] OK, yes ma'am. Alright, well thank you, Ms. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.