AccountId: 011433970860
ContactId: a44cf0fc-db53-4e57-af32-fc30e8c9bcd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 542960 ms
Total Talk Time (AGENT): 225691 ms
Total Talk Time (CUSTOMER): 165417 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/a44cf0fc-db53-4e57-af32-fc30e8c9bcd2_20250408T13:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is excuse me, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII], and I'm calling you from ML Automotive Group in [PII].
[CUSTOMER][NEUTRAL] Group number 21401.
[AGENT][NEUTRAL] OK, and [PII], I'm sorry at the beginning of the call, I could not hear your last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, and a good callback number for you please, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And how can I help you today while I'm getting the group's information pulled up, please?
[CUSTOMER][NEGATIVE] I received a um a refund check.
[AGENT][NEUTRAL] Uh-huh, OK.
[CUSTOMER][NEUTRAL] I noticed that some of the people here are terminated.
[CUSTOMER][NEUTRAL] But some other ones are not.
[AGENT][NEUTRAL] OK, so you're wanting to.
[AGENT][NEUTRAL] Are the, uh, so are you saying that they should be terminated or should not be terminated, is that correct? You're wanting to find out why some are and some are not?
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] No, there are or the majority are terminated, so I'm agreeing with that, but I have a few here that.
[CUSTOMER][NEUTRAL] They are not terminated and I one of them, um, we're still charging her for the insurance for the gap insurance.
[CUSTOMER][NEUTRAL] But it's here a couple of times since the lapse policy.
[AGENT][NEUTRAL] OK, so you're saying there is a number that is currently.
[AGENT][NEUTRAL] Then, that has been termed but should still be active.
[CUSTOMER][NEUTRAL] Stay in the.
[CUSTOMER][NEUTRAL] That's correct. We, we are, she's paying the premium, but uh she is being terminated as for this refund check.
[AGENT][NEUTRAL] OK, alright, so I can partially help you with this. What I will need to do first off is to uh verify the group's information with you, [PII], for security purposes, and then we can go from there, OK, to see what needs to be done.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so first off, if you could please verify the address for the group and then your work email, please.
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Uh-huh, thank you.
[CUSTOMER][NEUTRAL] Group number 21401.
[AGENT][NEUTRAL] Yes ma'am, and you gave me the group name and then what is your email address?
[CUSTOMER][NEUTRAL] Um, my
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and then the phone number that we have on file for the group is the same as the one that you gave me, so that is the best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright, thank you. So give me just a moment. I want to look at a couple of things.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, so let me look um.
[AGENT][NEUTRAL] OK, so just a moment.
[AGENT][NEUTRAL] OK, so given the situation that you've received the refund but the member should be active, I'm going to connect you with someone in our actual billing department to take a look at this. How many employees again is it that you have?
[CUSTOMER][NEUTRAL] One.
[AGENT][NEUTRAL] OK, let me look and who is the employee?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Last name [PII], which is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And she has showing termed as of [PII].
[CUSTOMER][NEGATIVE] If that doesn't make any sense because uh she hasn't resigned leave, terminated or anything. She's still working here and she's been paying her premium every month.
[AGENT][NEUTRAL] OK, so let me
[AGENT][NEUTRAL] OK, so yes ma'am, so let me get you connected given the circumstance you on to someone in the group billing division, uh, before I do, and I will let them know why you're calling.
[AGENT][NEUTRAL] Is there anything else that I can help you with? Yes, ma'am. Before I do that.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, basically, no, it's basically the concern of that employee.
[AGENT][POSITIVE] OK. Well, thank you then, [PII] again for calling APL. I hope you have a wonderful day and if you will give me just one moment, I will get you connected, OK?
[CUSTOMER][POSITIVE] Yes, will do thank you I appreciate your help.
[AGENT][POSITIVE] Yes, ma'am. Oh, you're very welcome. You're very welcome. So, one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This isle and Great Billing. How may I help you?
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing fine, [PII] thank you for asking. How about yourself?
[AGENT][POSITIVE] Well good. I'm good, thank you. So I have the group administrator on the line with group 21401.
[CUSTOMER][NEUTRAL] 21401.
[AGENT][NEUTRAL] Correct, ML Automotive Florida location.
[CUSTOMER][NEUTRAL] Yeah I see, OK.
[CUSTOMER][NEUTRAL] And you have
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You, OK.
[AGENT][NEUTRAL] Uh-huh. Now group information has been verified.
[AGENT][NEUTRAL] And she's calling because she received that refund check.
[AGENT][NEUTRAL] But there is one of the people that she says the refund is for, which is a [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And she says that she should not be terminated. She's not sure why she received that check because she, they've been receiving premiums. She's still employed there.
[AGENT][NEUTRAL] And she said it makes no sense that it's showing as an August termination date.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] OK, and um.
[AGENT][NEUTRAL] Her
[CUSTOMER][NEUTRAL] What's a good call back number for you?
[AGENT][NEUTRAL] It is the one that is actually in line for the group, the [PII].
[CUSTOMER][NEUTRAL] Alright, [PII]. Got you.
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[AGENT][NEUTRAL] And I'm making a note on the
[CUSTOMER][NEUTRAL] And she's calling on [PII].
[AGENT][NEUTRAL] Mhm. And I am making a note on [PII]'s policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Alrighty dear, you can send your phone on and I'll see what I can do for.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, thank you.
[AGENT][POSITIVE] OK, well, thank you so much, Meet. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You as well, [PII]. Thank you.
[AGENT][POSITIVE] You're welcome and thank you. OK, here comes [PII].
[CUSTOMER][NEUTRAL] Uh-huh, mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Bye bye.