AccountId: 011433970860
ContactId: 98fbccd8-f52d-46bb-8feb-aaaef8c023d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184820 ms
Total Talk Time (AGENT): 50923 ms
Total Talk Time (CUSTOMER): 75128 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/98fbccd8-f52d-46bb-8feb-aaaef8c023d5_20250610T12:30_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm with with SFLRE Group. Our, um, group number is 24214.
[AGENT][POSITIVE] Alright, [PII], let me pull this up. How can I help today?
[CUSTOMER][NEUTRAL] Um, I just received, um, a check and in the mail. It says premium overpayment for [PII], which that I don't, is that from last year or what, what is this from?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see, OK.
[CUSTOMER][NEGATIVE] I don't understand.
[AGENT][NEUTRAL] Was it for 14473?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the check number there also, [PII]?
[CUSTOMER][NEUTRAL] I do, it's 02047253.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, doesn't tell me much more than just premium overpayment. Let me see what else I can find here.
[CUSTOMER][NEUTRAL] I mean I know at one point we were being billed uh a rate for her but that was before our renewal in May, maybe it just took this long to get corrected.
[AGENT][NEUTRAL] I mean, yeah, it says refund, blah blah blah, premium overpayment.
[AGENT][NEUTRAL] And then,
[AGENT][NEUTRAL] Yeah, I mean, it looks like that's to be the case cause I don't see anything different than what you're seeing.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, that was quite a while ago that that.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And we thought for a while uh it's just confusing, yeah, I, I'm, it's this is actually I'm pretty sure it took a year to get this resolved, um.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Goodness, yeah.
[CUSTOMER][POSITIVE] It has to be because it was so long ago we saw that, yeah, I'm not even gonna get into how I'm not gonna get into the whole story, but OK, it's just, I'm just surprised that, uh, I mean, this is something out of the blue. So, OK, we'll just, we'll just accept it and move on. All right, thank you very much.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, yeah, you're welcome. Have a nice day.
[CUSTOMER][NEUTRAL] You too.