AccountId: 011433970860
ContactId: afa69fff-e2d7-406a-89e0-2af1b2120ca6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 592419 ms
Total Talk Time (AGENT): 217101 ms
Total Talk Time (CUSTOMER): 291465 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/afa69fff-e2d7-406a-89e0-2af1b2120ca6_20250328T16:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is so.
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a member on the line. Uh, he had an old policy with us, which, um,
[CUSTOMER][NEUTRAL] OK. Let me tell you the situation because I know it has to go to you and it has to go to probably Billing and it has to go probably to [PII] and it has to go. So let me start one thing at a time because it's just like a lot. All right. So this number received an overpayment refund, OK? But um the information on the check is incorrect.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He had 3 policies with us and 2 of them have the correct information, like the correct name, with the correct social, with the correct address, with the correct everything. One of them has the incorrect name.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] It has the correct social and the correct information. So, we need to change, I guess, the first name to have this check reissued under the correct name. And I think the address is also incorrect, but you know, I, I, I don't know, I was, I was not able to change it because I'm not sure if I should change it or not because of the situation.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Of everything. OK, so.
[CUSTOMER][NEUTRAL] The policy number is 227.
[CUSTOMER][NEUTRAL] 2879.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so on those other two policies he received a refund?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, he only received a refund on this one, I believe. Um, let me check the, I didn't check the other ones for a refund. I do see the refund on this one. So, um, let me check the other ones to see.
[AGENT][NEUTRAL] Oh, so he received 3 on this one. Is that what it was?
[CUSTOMER][NEUTRAL] He received one? I'm not sure. Uh, let me see. Uh, he received just one check for 11,460, so I guess that's just for one of the policies.
[AGENT][NEUTRAL] He was
[AGENT][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um, mhm. So let me check the other two and see if he received anything. But if he did receive it on the other two, the first name is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And tell me, what policy number did you give me again? I'm sorry, um.
[CUSTOMER][NEUTRAL] OK. No, it's OK. Um, let me pull that up again. That is policy 2272879.
[AGENT][NEUTRAL] OK, I had pulled it up and then I went to CYNQ and like wait, which one was it? OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] It's OK. Uh, let's see, so the other ones that you have anything.
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] Mhm. Right.
[AGENT][NEUTRAL] [PII]'s on the floor.
[CUSTOMER][NEUTRAL] [PII] is [PII].
[AGENT][NEUTRAL] Oh, it should be [PII], OK.
[CUSTOMER][NEUTRAL] [PII] is not [PII] Yeah, it should be [PII]. And the address, there's a part of the address that is not correct either.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh my. OK.
[CUSTOMER][NEUTRAL] Um, yup. Mhm.
[AGENT][POSITIVE] OK. I'm, I'm with you now. OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] OK. Uh OK, so this one didn't have that, so it was just that one. Yeah, it looks like the only one that it was like a little weird and messed up was that one, which is the one that they refunded back. um.
[AGENT][POSITIVE] Oh, this great.
[CUSTOMER][NEUTRAL] And it looks like the address, I'm not sure if they're all the same. Let me check the addresses. Are they all the same? Do you know or?
[AGENT][NEUTRAL] Um, they probably are, um, but I'll take that and get them all, you know, updated or whatever.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK. All right, so from there I guess, uh, I, I guess the best thing for him is to send that check back. I send it? I thought that that's because, you know, how it's supposed to go, send it back or no?
[AGENT][NEUTRAL] Oh, yes, send it back, yeah.
[CUSTOMER][NEUTRAL] Or is it just me?
[CUSTOMER][NEUTRAL] Yeah, send it back. Yeah, that's what he, yeah, he should have been told since the beginning to send it back, so I'm not sure yeah I don't know what happened there, but OK, uh, you ready for him?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, if you got a problem.
[AGENT][NEUTRAL] OK. Yes, and his name is [PII].
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. Here he comes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me Mr. Man sir. Yes, yes, OK, I have miss no problem. I have Miss [PII] on the line uh she's in the customer service department and she's gonna assist you with the change of, uh, you know, the corrections of everything that we need to be correcting on the system, OK?
[CUSTOMER][POSITIVE] Great, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes, hi.
[AGENT][NEUTRAL] Hi, uh, this is [PII] in customer service. I just wanted to, so we need to create your first name to [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][NEUTRAL] OK. OK, yes, sir. Um, let's see, and we do have [PII].
[CUSTOMER][NEUTRAL] Yeah, I don't know how that happened.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] And that refund, you received a refund check from us?
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEGATIVE] Getting this straight and [PII] also said that the address was not quite right.
[CUSTOMER][NEUTRAL] Yeah, the address, it says [PII]. It needs to be an [PII], so it's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Do it, yeah, do you see that?
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Oh, yes, I do. OK. Yes, sir.
[AGENT][NEUTRAL] All of this and that um check that you received.
[AGENT][NEUTRAL] Um, so that's what's wrong with it, the name and the address?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEUTRAL] Uh, just, yes, the name and the address.
[AGENT][NEUTRAL] OK, now is there any way that you could return that check to us?
[CUSTOMER][POSITIVE] Um, yeah, I, yes I can.
[AGENT][NEUTRAL] OK, and I will get a new um check issued and sent out to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And was that, I'm sorry, it, it was 112 something, is that right or no?
[CUSTOMER][NEUTRAL] It was uh 111 and 74 cents.
[AGENT][POSITIVE] OK, thank you for that. I appreciate that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I have it corrected in our system, um, and I will order that to be um reissued to you, but now it may be a delay in it because they will wait to receive that check back so we don't have to put a stop payment on it, um, so it may take a week or two to get this back to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you give me, um, there is no.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] There is no uh address?
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Um, on my thing, so where can I, what can I use for the address to get this back to you?
[AGENT][NEUTRAL] Let me actually.
[CUSTOMER][NEUTRAL] Oh, is it the [PII]?
[AGENT][NEUTRAL] Now that is an old address. We have recently moved, um, and so now I think um it should go to our [PII] address. I'm so sorry, but I need to look that up so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's OK.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes, sir. And it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes sir, let's see it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'll get this sent back to you.
[AGENT][NEUTRAL] OK, I appreciate that. Thank you and I will have ordered that to be um sent to you again um but like I say there will be a little bit of a delay but it will be coming.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][NEUTRAL] Right. Yes, sir. But is there anything else I can do for you?
[CUSTOMER][POSITIVE] No, that'll be it today. Thank you.
[AGENT][POSITIVE] OK. Thank you, Mr. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right you have a nice day too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] But