AccountId: 011433970860
ContactId: b16e034a-9175-4d04-8ae3-7a2029f632d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 566650 ms
Total Talk Time (AGENT): 165004 ms
Total Talk Time (CUSTOMER): 152927 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/b16e034a-9175-4d04-8ae3-7a2029f632d3_20250401T18:27_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII].
[CUSTOMER][NEUTRAL] Um, I am with the City of [PII] and I just received a check in the mail for $80.52 for some premium overpayments that date back to from [PII] January and February.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And they are not overpayments. These participants fell off of the import because of an age change.
[CUSTOMER][NEGATIVE] And so they should not be refunded.
[CUSTOMER][NEGATIVE] I thought this was cleared up, but it is not.
[AGENT][NEUTRAL] OK, um, let's take a look. Do we have a check number, their policy, what do we have on their information?
[CUSTOMER][NEUTRAL] Check number is 02034799.
[AGENT][NEUTRAL] All right, let me pull this up here, and I apologize. Can I grab your first name again?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Thanks, [PII].
[CUSTOMER][POSITIVE] No problem
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm just pulling up the group here, [PII]. Thank you for your patience.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I will pull up some emails as well.
[AGENT][NEUTRAL] OK, yeah, it looks like you talked to somebody in billing last or in February.
[CUSTOMER][NEUTRAL] Regarding these individuals?
[AGENT][NEUTRAL] Just regarding like overpayment and I I was just reading through the notes here um.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Description, OK. Give me one moment.
[CUSTOMER][NEUTRAL] So I've talked to somebody about once a month just regarding a variety of different issues um this this particular issue um I went through somebody named [PII], um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know how you, [PII], which is the director of client services for the Southeast Insurance Group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEGATIVE] And and I thought that this got rectified back in February, so I was not anticipating that we should be receiving a refund.
[AGENT][POSITIVE] OK, I got you.
[AGENT][NEUTRAL] OK [PII], um, I've got all the information pulled up here. Is the [PII] a good callback number?
[CUSTOMER][NEUTRAL] Let me give you my cell phone because that's my desk phone that would go to everybody then you'd have to find me. That's um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you so much. Alright, I've got the correspondence that was sent to you for the 8052 for the overpayment. I'm gonna get somebody on the line in billing that deals with this, uh, to handle this, so I'm gonna place you on just a brief hold. If anything happens on the transfer, I'm gonna give him your callback number, OK?
[CUSTOMER][NEUTRAL] OK, but you said there's a correspondence that's to me about this refund?
[AGENT][NEUTRAL] Well, there's a, there's always correspondence sent out anytime a check is sent out, so I see the letter that was sent with the check. I'm uh.
[CUSTOMER][NEUTRAL] OK, yes, OK, and I just got that check today.
[AGENT][NEUTRAL] Says enclosed you find, yeah, it says enclosed you'll find a company check for 8052 representing the refund premium and then it has [PII], and [PII] as the names and then, OK, yeah, so I have all that pulled up here to provide to them.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right great thank you.
[AGENT][POSITIVE] Yeah, no problem, one moment.
[CUSTOMER][NEUTRAL] Yes ma'am. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good thanks um I have somebody on the line who has an inquiry about a check. It was a premium refund for a group. Can I give you the group number?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Group number is 26142.
[AGENT][NEUTRAL] Should come up as City of [PII].
[CUSTOMER][NEUTRAL] Um, for $80.52.
[AGENT][NEGATIVE] Yeah, so she, I pulled up the correspondence. I saw all that and she's saying that this 8052 should not have been sent to them, that she's contacted us, I guess, multiple times and she said something about um the age on these insured and so this is that we shouldn't have sent this to them, um.
[AGENT][NEUTRAL] So yeah, that's why she was calling.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, um, it's on my other screen.
[CUSTOMER][NEUTRAL] And who, who's this on the farm?
[AGENT][NEUTRAL] We're talking to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Come up here, all right.
[CUSTOMER][NEGATIVE] Crap
[CUSTOMER][NEGATIVE] None of my your screens won't work.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] To match this on my page. I don't even know what that means um you can send her to me.
[AGENT][NEUTRAL] OK, do you wanna take down her uh call back number just in case?
[CUSTOMER][NEUTRAL] Is it the same one that's an EMPL in EMPL? OK, what is it?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, it's different.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Has everything else been verified?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, um, OK, send it to me.
[AGENT][NEUTRAL] OK, here she comes.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?