AccountId: 011433970860
ContactId: 9b59ede8-7ce8-4dd6-87e6-f5b48fa1c316
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 905330 ms
Total Talk Time (AGENT): 117321 ms
Total Talk Time (CUSTOMER): 215168 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/9b59ede8-7ce8-4dd6-87e6-f5b48fa1c316_20250613T13:33_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, this is [PII].
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] Was try I tried to get my bank to send a check for my policies.
[CUSTOMER][NEGATIVE] And it said it didn't go through and it never would so I sent another check and now both of them have gone through and I need one of them back.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The premium payment.
[AGENT][NEUTRAL] OK, um, may I have a callback number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] Yes, it's [PII] uh no I better give you this other number [PII].
[AGENT][NEUTRAL] And if we get disconnected, that's the number I can dial?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And um are you calling on behalf of a group or this is your personal personal policy?
[CUSTOMER][NEUTRAL] No, this is my personal policy.
[AGENT][NEUTRAL] OK, and may I have the
[CUSTOMER][NEUTRAL] I have two, I have two policies. The only number I have is I wrote on the check 66,480, which was the last digits.
[CUSTOMER][NEUTRAL] meeting at the National Security Council on the unfolding.
[AGENT][NEUTRAL] OK. Do you have the policy number, the full policy number?
[CUSTOMER][NEUTRAL] No, that was what was on there.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK bear with me.
[CUSTOMER][NEUTRAL] It was for $463.28 and I had two payments one was $88 I think and something.
[CUSTOMER][POSITIVE] Good morning Dad.
[AGENT][NEUTRAL] OK, let me see if I can find your policy first.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] The president has been commenting on the overnight.
[CUSTOMER][NEUTRAL] he said 2 months ago I gave Iran a 60 day ultimatum to make a deal.
[CUSTOMER][NEGATIVE] they couldn't get there
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The negotiations.
[AGENT][NEUTRAL] OK, so the first name is [PII].
[CUSTOMER][NEUTRAL] has warned of strikes like this. Administration officials are stressing that Israel took unilateral action in this.
[CUSTOMER][NEUTRAL] Iran should not target American interests.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Yeah it's um [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Let me get with the group in the department and see what we can do about this, OK? Do you mind holding for me, miss?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Can I help you?
[AGENT][NEGATIVE] This is so, hey, um, I'm calling because I didn't get nobody to answer in the chat but I have a question. I'm not sure if I'm calling the right department or not um but I have a member that submitted two payments and um it it was by mistake, but she wants one to be returned because she said that um it was supposed to be just one payment.
[CUSTOMER][NEUTRAL] Ok.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, OK, yeah, so they would be applied 6240 on [PII].
[CUSTOMER][NEUTRAL] Um, [PII] is the one that usually, um, handles those. Let me see if I can see that we've gotten other payment. Did, did she say she sent it at the same time or two different times?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, she said that at the same time. She said that the first one show like it didn't go through, so she did another one and they both went through.
[CUSTOMER][NEUTRAL] OK, OK, let me see, yeah, it does look like we have to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My computer will cooperate and come on [PII], uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh, of course it's try and if he wants this uh.
[CUSTOMER][NEUTRAL] Alright, um, I do see another payment in here, but like I said, well it's out, so what I can do is I can put uh.
[CUSTOMER][NEUTRAL] If it will pull up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] She's got multiple, multiple um policies.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so that was applied on the [PII] this other one, OK, yeah, so I'll put um.
[CUSTOMER][NEUTRAL] I'll put a note on here for us to refund it so yeah it does look like we got it um Wednesday so yeah I'll put a note on here to refund it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll let her know that we'll go ahead and send the refund. Thank you.
[CUSTOMER][POSITIVE] Alright you're welcome.
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][NEUTRAL] OK. You too.
[AGENT][POSITIVE] OK, bye-bye. Thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for me. I do apologize for that long wait, but I was able to get um the group billing department on the line and they're gonna send you a refund, OK?
[CUSTOMER][NEUTRAL] To it
[CUSTOMER][POSITIVE] OK thank you I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss?
[CUSTOMER][NEUTRAL] No, that's enough.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] I appreciate it. I was like, whoa, I really wanted to pay it, but not that bad.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you. You have a good day.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good weekend. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.