AccountId: 011433970860
ContactId: acf38b9a-62de-4dfd-890b-a65d743b86f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340619 ms
Total Talk Time (AGENT): 152281 ms
Total Talk Time (CUSTOMER): 101511 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/acf38b9a-62de-4dfd-890b-a65d743b86f5_20250102T18:01_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], um, I've received two refund checks for, um, employees that are on a couple of groups that we are the, um, broker for. I need to know why we received them, even though there's explanations here, it doesn't match up with my records. Can you help me?
[AGENT][NEUTRAL] Yes, let's take a look at that and so you said you received them on a couple like two different groups?
[CUSTOMER][NEUTRAL] 2 yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. And do you have the, let's um going one at a time. What's the first group number we wanna look at today?
[CUSTOMER][NEUTRAL] Um, the first group number is, let me see where's the group number on here.
[CUSTOMER][NEUTRAL] 2552655.
[CUSTOMER][NEUTRAL] It's few technologies.
[AGENT][NEUTRAL] 2552655
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, I don't show that pulling up any group with us.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What's the other group number?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] The other group number, well, that looks like a lot of numbers, doesn't it? So the other group number is 26565.
[AGENT][NEUTRAL] 26565. All right, and the name of this group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Beautiful and then would you be able to verify for me just your first and last name and email address?
[CUSTOMER][NEUTRAL] My first name is [PII]. My last name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the email on file.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Perfect, I appreciate that, Ms. [PII], and I do have, I mean this group definitely pulled up, so let me check some stuff. It looks like I have a note here that we had an overpayment of premium received for Brena uh Caberra for $93.48 and so that should have been sent out to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, that's what it says, um, I just don't know when that would have happened.
[CUSTOMER][NEUTRAL] Like where that would have happened. I'm not seeing in our records.
[AGENT][NEUTRAL] It looks like the date they put on my notes was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK, got that. So do you want the real um group number for the other guy?
[AGENT][POSITIVE] For the other one? Yes, I would love to. Let me get that screen pulled back up. And Miss [PII], I am ready when you are.
[CUSTOMER][NEUTRAL] OK, so the real number is, um, it looks like it's 262-06 would be the one.
[AGENT][NEUTRAL] 262-06. And the name on this one?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] View VU.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Technologies.
[AGENT][POSITIVE] Wonderful. And then let's see, on this one, I have lapse policy premium for the month of [PII] for the amount of 12268. It looks like it was for [PII].
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] But he should be covered for that period, so.
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEGATIVE] I'm not understanding why, why it would be lapsed.
[AGENT][POSITIVE] OK, that is a wonderful question, so let me look into that a little further for you. Hang tight.
[CUSTOMER][NEUTRAL] I think he should be.
[CUSTOMER][POSITIVE] Appreciate it thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] All right, I'm wondering if it is.
[AGENT][NEUTRAL] And I, I guess I wouldn't know perfectly without looking at the.
[AGENT][NEUTRAL] It looks like he had an individual policy, and then he also had a couple's policy, and they overlap time periods and it looks like that individual policy is now showing lapsed and that couple's policy is showing active. So I'm wondering if we accidentally had two policies going on him and he was billed for.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Them both and we refunded it and fixed it.
[CUSTOMER][NEUTRAL] Makes sense.
[CUSTOMER][POSITIVE] OK, well I appreciate your help.
[AGENT][POSITIVE] Yeah, it's my pleasure. Is there anything else I can do to help you out, Miss [PII]?
[CUSTOMER][POSITIVE] No, that's it, and I hope you have a great new year.
[AGENT][POSITIVE] Hey you too happy [PII].
[CUSTOMER][POSITIVE] I know, right? Thanks.
[AGENT][POSITIVE] My pleasure. You take care. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.