AccountId: 011433970860
ContactId: 8ee17178-ac87-43e9-9d3b-7c671c759c72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 629700 ms
Total Talk Time (AGENT): 258994 ms
Total Talk Time (CUSTOMER): 216005 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/8ee17178-ac87-43e9-9d3b-7c671c759c72_20250122T16:11_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], good morning. My name is [PII]. I'm calling from Cosmo International Corp.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, go ahead, sorry.
[CUSTOMER][NEUTRAL] Hi, yes, so, who am I speaking with?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Alright, thank you, [PII]. So I'm calling from Cosmo International Corp and I'm calling because we received uh a refund check, um, based on some premiums submitted on behalf of the below listed employees. Um, it says that the refund is due to lapse policy. Can you give me a little bit more details?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of course, yeah, we'll take a look at those policies and see what's going on um I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, 954-4954-798-4562.
[AGENT][NEUTRAL] Alright thank you and then uh are you the group admin?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, do you have the group number?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Group number, give me 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I believe it's 253-09. If not, give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh shoot, so I have to look for it through my email.
[AGENT][NEUTRAL] You're OK, um, I think that's it. Cosmo International Corp, yeah.
[AGENT][POSITIVE] I think this is correct, OK.
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] I apologize.
[AGENT][NEUTRAL] No, you're OK.
[CUSTOMER][NEUTRAL] Yeah, my group number 25309.
[AGENT][NEUTRAL] Yes, all right, um, would you mind spelling your name for me? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I don't have you as the admin for this group.
[AGENT][NEUTRAL] Are you able to verify the, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah, no, I mean I've been the one handling all of the invoices and refunds and all of the enrollment for employees so I'm not sure.
[CUSTOMER][NEUTRAL] Why I'm not there yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you happen to know the contact we do have?
[CUSTOMER][NEUTRAL] Uh, [PII] or [PII].
[AGENT][NEUTRAL] It is [PII]. Um, is that still accurate?
[CUSTOMER][NEUTRAL] Yes, she is, she's our global financial officer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it OK um are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] Sure, it's uh [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you for verifying that. Alright, bear with me just a moment. um, what were the um names for the insured members that the policies were lapsed?
[CUSTOMER][NEUTRAL] Uh, it's with that [PII].
[CUSTOMER][NEUTRAL] [PII], [PII], [PII], [PII], and then [PII].
[AGENT][NEUTRAL] OK, I'm just going to search for.
[AGENT][NEUTRAL] One of them you got them all at the same time, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me just a moment, I'm just gonna search.
[AGENT][NEUTRAL] One at a time here.
[AGENT][NEUTRAL] OK, um, I again, I just kind of selected one, so, uh, [PII], um, are you able to verify their date of birth?
[CUSTOMER][NEUTRAL] Uh yes, one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm so sorry, give me one second.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Cover it up.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Alright, so I am showing that excuse me, his policy terminated [PII], so are we just trying to figure out why that was?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm guessing because he was terminated, uh, but I just wanna double check, so.
[CUSTOMER][NEGATIVE] I, I wanna check, is this all because we were supposed to get a refund at the beginning of last year and we never received it?
[AGENT][NEGATIVE] You were supposed to get a refund beginning of last year?
[CUSTOMER][NEUTRAL] Yeah, I mean because all of the employees that were that were here, they didn't select the, the gap insurance for last year. So is that why we're getting the, the check?
[AGENT][NEUTRAL] Oh, I see what you're saying. OK, we can definitely check. Let's see, so it's not a matter of why their policies terminated.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, got you, sorry, I wanted to make sure we're on the same page.
[CUSTOMER][NEUTRAL] Like I know that it terminated. I, I'm, I'm just trying to figure it out why we got the.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Why we got the um.
[CUSTOMER][POSITIVE] You know why we got the uh the big yep sorry.
[AGENT][NEGATIVE] This refund
[AGENT][NEUTRAL] OK, yes, no, that's perfectly fine. All right, um, if you don't mind, [PII], I'm gonna put you on a brief hold, um, and I'm going to reach out to our uh customer service department, see if they can shed some light on this. I'll get right back with you, um, actually really quick before I do, uh, when did you receive the letter with the refund?
[CUSTOMER][NEUTRAL] We received it.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you for that. Alright, I'm just gonna put you on a brief hold I'll get right back with you OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good. How, how are you?
[AGENT][NEUTRAL] Doing all right thank you um I don't know I've got a group admin on the line and she's calling regarding a letter she received from us um with a check for um like a refund amount is what she said for premium for some lapsed members and she had several questions about it. I don't know how to look at correspondence for groups in Onase so I wasn't quite sure what to tell her.
[CUSTOMER][NEUTRAL] OK, it probably came from the billing department, but um what's the group number?
[AGENT][NEUTRAL] OK, I hear correspondence and I think customer service, so I'm sorry, um, it's uh 253-09.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 309, let me check and see if there's anything.
[AGENT][NEUTRAL] I see the note, um.
[AGENT][NEUTRAL] About it, but I don't see, I don't know who it was.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't even see a note.
[AGENT][NEUTRAL] 00 the only note I saw was the group overpayment.
[CUSTOMER][NEUTRAL] Oh, I see it. Uh.
[CUSTOMER][NEUTRAL] Yeah, that needs to go to.
[AGENT][NEUTRAL] But I don't know how to view the, OK, the billing.
[CUSTOMER][NEUTRAL] Yeah that needs to go to billing.
[AGENT][POSITIVE] OK, OK all right well I appreciate it thank you sorry about that.
[CUSTOMER][POSITIVE] All right, that's no problem. Thank you. Goodbye.
[AGENT][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] and group billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][NEUTRAL] I'm doing fine, [PII]. How are you?
[AGENT][NEUTRAL] Doing all right thank you I've got a group admin on the line um she said that she received a letter and a check for like a refund for premium for lapsed members from us and she had several questions about it. I wasn't sure how to find letters or correspondence through On Base for groups um I thought it was customer service for that, but they sent me back to y'all so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's not a problem. I can help her. um, what is the admin's name?
[AGENT][NEUTRAL] Um, so we're speaking with her name is [PII], not who is listed on as a contact, but she was able to verify everything.
[CUSTOMER][NEUTRAL] OK, and what's that group number?
[AGENT][NEUTRAL] It is 253-09.
[CUSTOMER][NEUTRAL] OK, 25.
[AGENT][NEUTRAL] 309.
[CUSTOMER][NEUTRAL] 309.
[CUSTOMER][POSITIVE] And a good callback number just in case.
[AGENT][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] OK. And you said she has a refund and she's got questions about it?
[AGENT][NEUTRAL] Yes, um, and I do see the note regarding it but again I don't know if that's something that I'm even able to view like a correspondence of some sort, um, and it's not a matter of why they lapsed. I thought that's what she was asking um she said that they thought they were going to be getting a refund at the beginning of last year and so they wanna see if that's what this is.
[CUSTOMER][NEUTRAL] OK, I can help her with that, um.
[CUSTOMER][NEUTRAL] You can send her on.
[AGENT][POSITIVE] OK alright I appreciate it thank you.
[CUSTOMER][POSITIVE] You're welcome. Thank you.