AccountId: 011433970860
ContactId: 9c69ca86-c7fc-4d2c-b4d5-8202b956f338
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326450 ms
Total Talk Time (AGENT): 83187 ms
Total Talk Time (CUSTOMER): 98420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/9c69ca86-c7fc-4d2c-b4d5-8202b956f338_20250520T21:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Excuse me, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, how you doing?
[AGENT][NEUTRAL] I'm fine. You're so
[CUSTOMER][NEUTRAL] I'm calling um.
[CUSTOMER][NEUTRAL] Alright. I'm, I'm calling because um I called a few days ago. I wanna say Friday. I've been calling.
[CUSTOMER][NEUTRAL] At least once or twice a week. I was talking about an overage that was paid on um my
[CUSTOMER][NEUTRAL] Start time disability policy back when I was out in January and February of this year, they took the premium out of my payment and they told me that they were gonna reimburse it once they received the payment from my job and I was calling to see if it was an overage on my account.
[AGENT][NEUTRAL] OK. Uh, what is your
[CUSTOMER][NEGATIVE] Every time I call somebody tell me they're gonna get back with me, and nobody never call me back.
[AGENT][NEUTRAL] OK, and what's your name and policy number, please?
[CUSTOMER][NEUTRAL] My name is [PII]. I don't know my policy number by heart.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII]. [PII]. [PII].
[AGENT][NEUTRAL] OK, thank you and a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] It's so good.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, uh, let me get you to customer service. Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], um, I have an insured on the phone. She's calling about, um.
[AGENT][NEUTRAL] If there's an overpayment, uh, because it looks like.
[AGENT][NEUTRAL] She had a disability claim and we processed the payment was taken out as far as premium and she just wanted to know the status. She said that someone was supposed to call her, but she hadn't received any phone call back.
[CUSTOMER][NEUTRAL] OK. What's the policy number?
[AGENT][NEUTRAL] 2150345
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And was she supposed to be getting a refund for?
[AGENT][NEUTRAL] Uh, for the premium that were deducted from her, um, disability check, and she said that, uh, she was told once her employer passed and she will be refunded the overpaid amount.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] on that issue.
[CUSTOMER][NEUTRAL] Checks for this year could not leave a voicemail because it was full, full call back Monday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]'s working on that.
[CUSTOMER][NEUTRAL] OK, she's still working on that. I'll, I'll let her know.
[AGENT][NEUTRAL] All right, well thank you and I verified all her information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] And her callback number?
[AGENT][NEUTRAL] Uh, it's the number in the system, the [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you. Have a great one.
[CUSTOMER][NEUTRAL] You too.