AccountId: 011433970860
ContactId: 911841a1-76c0-4e7c-ac57-e1358d662bf2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303940 ms
Total Talk Time (AGENT): 127257 ms
Total Talk Time (CUSTOMER): 105182 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/911841a1-76c0-4e7c-ac57-e1358d662bf2_20250114T18:15_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, um, my name's [PII]. I'm calling from Thomas Sumter Academy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, we got a letter in the mail saying that we had an overpayment on two employees and that, um, there was a lapsed policy on another employee.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] The lapsed employees she hadn't had.
[CUSTOMER][NEUTRAL] Medical insurance through the school and then the other two I'm not sure how there was an overpayment so I was wondering if somebody could help me.
[AGENT][NEUTRAL] OK, yeah, absolutely, Ms. [PII], do you have that um group number handy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 23479.
[AGENT][NEUTRAL] And do you mind if I grab a really good call back or uh I cannot talk but a callback number from you real quick?
[CUSTOMER][NEUTRAL] Yeah, um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I appreciate that thank you and would you be able to verify for me the address, phone number and email on file for this account?
[CUSTOMER][NEUTRAL] Mhm um
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And then what was the other thing you said?
[AGENT][NEUTRAL] Um, the phone number and the email.
[CUSTOMER][NEUTRAL] [PII] it's either [PII] or [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's a [PII] I have.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Um, I'm gonna guess my email [PII].
[AGENT][POSITIVE] Perfect thank you so much that is what I have and let's see.
[CUSTOMER][NEGATIVE] They sent a um check for a refund.
[AGENT][NEUTRAL] Alright, yeah, I do see where they sent the.
[AGENT][NEGATIVE] Refund.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] And I'm actually I'm probably just gonna need to put you on a brief hold and.
[AGENT][NEUTRAL] Uh, maybe get you to our billing department to see if they can look over that with you.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, perfect, Miss [PII] I'll be right back with you OK?
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm good. How about you?
[AGENT][POSITIVE] Hey, I'm wonderful. It's Tuesday, so you know we're just doing good.
[AGENT][NEUTRAL] Hey, I um have a group rep on the line um and maybe you can help her maybe I need another department um she got a check for overpayment and she doesn't understand how she overpaid and she said that there was also a lapsed employee but she said that employee like never had insurance with them so I'm not really sure.
[CUSTOMER][NEUTRAL] OK, what's that group number?
[AGENT][NEUTRAL] Yeah, I'm looking at 23479 and I'm so sorry there's somebody driving so mean right next to me.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And it's [PII] that I have on the line.
[CUSTOMER][NEUTRAL] Alright, I'll take her. Oh, is the number that she gave her call back the one on the screen?
[AGENT][NEGATIVE] Actually it is uh the last two digits are [PII] instead of 78 is what I got for callback.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][POSITIVE] And I'm so sorry you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] [PII], I'm so sorry. I don't, I feel so embarrassed. This is why I write it down typically when people say it.
[CUSTOMER][POSITIVE] No worries. I, uh, my sister's [PII], so I, I respond to that.
[AGENT][POSITIVE] Well, I'm gonna, I'll, uh, I cannot talk. I'm so sorry. I'm gonna introduce you when we join.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] Hi, Ms. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] I am.
[AGENT][POSITIVE] Hey, thank you so much for your patience. I have [PII] on the line she's with our billing department she's gonna take over the call and she should be able to provide you some insight, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much. You enjoy your day.
[CUSTOMER][NEUTRAL] Hi [PII], it's Amber and billing. I understand you have a question about a refund check.
[CUSTOMER][NEUTRAL] I do, um.
[CUSTOMER][NEUTRAL] Are you able to see the check I'm talking about? I, I do, I'm, I'm in the middle of pulling that up right now. I do see in the notes where it was done. Was it the $120.01?
[CUSTOMER][NEUTRAL] OK, let me just pull that up real quick.