AccountId: 011433970860
ContactId: aa28125a-478a-4f78-8848-953f866d7e2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417109 ms
Total Talk Time (AGENT): 169823 ms
Total Talk Time (CUSTOMER): 100108 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/aa28125a-478a-4f78-8848-953f866d7e2c_20250409T14:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII], my name is [PII] and I am with the broker's office, and I had a client who, um, they received a check, a refund check, um, on behalf of one of their employees, and we're confused as to why.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the um.
[CUSTOMER][NEUTRAL] Because the employees still works there.
[AGENT][NEUTRAL] OK, do you have a group number or a group name?
[CUSTOMER][NEUTRAL] Mhm, the group number is 23352.
[CUSTOMER][NEGATIVE] Scruggs Concrete Company.
[AGENT][NEUTRAL] And do you know how much the check was for? I'd probably have to.
[AGENT][NEUTRAL] I guess who's the
[AGENT][NEUTRAL] Who's the insured?
[CUSTOMER][NEUTRAL] The member is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you know how much the check was for?
[CUSTOMER][NEUTRAL] 14,840.
[CUSTOMER][NEUTRAL] It says refund of premium paid on lapsed policy.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] But I don't understand why his policy would be lapsed.
[AGENT][NEUTRAL] Yeah, it shows that he's active, so I'm not sure either, um.
[AGENT][NEUTRAL] I'll probably have to reach out to the billing department or I can send you there now um.
[AGENT][NEUTRAL] Give me just a second, yeah, I'll put you on a brief hold and I'll um.
[CUSTOMER][NEUTRAL] Yeah, that'll be fine if you wanna just.
[AGENT][NEUTRAL] I'll get you over there, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] out of Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm well. I have um a lady on the phone. Her name is [PII], and she's with the broker's office for a group number.
[AGENT][NEUTRAL] 23352.
[AGENT][NEGATIVE] Scruggs Concrete Company.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She is asking they received a check, a refund check for [PII], and he is on um the list of insureds as active, but the check says premium um paid for a lapsed policy.
[AGENT][NEUTRAL] Can you talk to her and see.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Trying to figure out why she was sent that.
[CUSTOMER][NEUTRAL] Come on computer, pull up the right thing.
[CUSTOMER][NEUTRAL] CAT skin.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Well, let's look at another spot real quick.
[CUSTOMER][NEUTRAL] How much was the check because it was for the old um policy.
[AGENT][NEUTRAL] Oh, for an older policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because I only did have it on active.
[CUSTOMER][NEUTRAL] Well, there's two policies. One's lapsed and one's active. One policy was effective [PII] of last year, and then the new policy was effective 618 to 318, so the 148 is for the old policy.
[AGENT][POSITIVE] OK, I'll let her know thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] [PII], are you still with me?
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] So it looks like the refund was for an old policy that was from [PII].
[AGENT][NEUTRAL] That's lapsed. He does have an active policy for 10485.
[CUSTOMER][NEUTRAL] Why would it lapse?
[AGENT][NEUTRAL] Um, I'm not sure why the old one lapsed, but
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I mean, he was supposed to been covered that whole time.
[AGENT][NEUTRAL] Yeah, I don't really have any notes of why it would lapse um.
[AGENT][NEUTRAL] Um, put you on a brief hold, OK, give me just a second.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][NEUTRAL] Nothing in here.
[AGENT][NEUTRAL] Uh.
[AGENT][NEGATIVE] No, I won't.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Thank you for calling UPL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] with Broker Resources. How are you?
[CUSTOMER][POSITIVE] Hi, I'm good. How about you?
[AGENT][NEUTRAL] I'm good. OK, I just talked to [PII] and I think I just need to join you with this person, um, so that you guys can explain this. Um, I have [PII] on the phone from the broker or, yeah, from the broker's office. She's calling about group 23352 Scruggs Concrete.
[AGENT][NEUTRAL] Um, [PII] has an active policy, but they received a check for a refund for like 148 something, and [PII] was saying that it was from an an old policy that had lapsed, but now she wants to know why it lapsed, so I think that you just, if you could please look at it and then just talk to her.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, do you have a callback number for her?
[AGENT][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] And I'll join you guys now thank you.
[CUSTOMER][NEUTRAL] Alright, send her on over.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hey [PII], I have the billing um.
[AGENT][NEUTRAL] department on the line for you to help from here OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you have a good day.