AccountId: 011433970860
ContactId: b231a0e4-aabf-46cd-873a-0e105cd2b71b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275760 ms
Total Talk Time (AGENT): 106459 ms
Total Talk Time (CUSTOMER): 125231 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/b231a0e4-aabf-46cd-873a-0e105cd2b71b_20250528T13:45_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]. My name is [PII]. I'm calling on behalf of the Webster Parish School Board.
[CUSTOMER][NEUTRAL] I received a check in the mail, but it has no uh backup documentation as to who this refund is for. Is there any way someone could give me that information so I can get it to the correct person?
[AGENT][NEUTRAL] Let me take a look. Do you have the check number?
[CUSTOMER][NEUTRAL] Yes, ma'am, I do. It's 02045388.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] It says it's replacing, it's replacing check number 201.
[CUSTOMER][NEUTRAL] 0777.
[AGENT][NEUTRAL] 7, OK.
[AGENT][NEUTRAL] So I see.
[AGENT][NEUTRAL] Attention [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, let me pull this other one up.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you have your guys' group number? I don't see that here.
[CUSTOMER][NEUTRAL] 00 God, I should have.
[AGENT][NEUTRAL] If you don't have it, I can look it up. I just thought I'd ask.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh my mind, I should have had all this for a lot of time.
[AGENT][NEUTRAL] It's OK. Let me, let me try searching.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I think it's 4161, is that, is that it?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I don't want to.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] in my email.
[AGENT][NEUTRAL] Yeah, it's 4161.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK. Let me see if I can find anything here in these notes.
[CUSTOMER][NEGATIVE] I know I got the the letter asking me had I received a check, but it was from [PII] or some and I'm like, oh no, I hadn't received it, so they sent this replacement. So I just assumed they would have sent that, you know, the backup, so I know who it goes to with it, but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It just says the replacing that first check number.
[CUSTOMER][NEUTRAL] Let me think of who it would have been for.
[AGENT][NEUTRAL] So it looks like it was an overpayment um because I see notes back in [PII], the group overpayment March through August premium.
[AGENT][NEUTRAL] Uh, [PII] updated individual removed from coverage. So it looks like there was
[AGENT][NEGATIVE] An insured removed and it was an overpayment.
[CUSTOMER][NEUTRAL] Yeah, but I mean who that person would have been.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It didn't say who that person is because I would have to.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the
[AGENT][NEUTRAL] Group
[CUSTOMER][NEUTRAL] But tell her, I should call the Walker would call at [PII] in the morning [PII] standard time wanna ask.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let's see. Let me see if I, it was, you say it back from [PII].
[AGENT][NEUTRAL] No, I'm showing it on [PII].
[CUSTOMER][NEUTRAL] Is that what
[AGENT][NEUTRAL] 24. So there, there was a note added to the group stating group overpayment March through August, and it states [PII], coverage updated to individual, yeah, coverage updated to individual overage dependence removed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, she removed it. OK.
[CUSTOMER][NEUTRAL] OK, that, oh, somebody's in her file. OK, as long as I have a name, I know who this money belongs to, um.
[AGENT][NEUTRAL] OK
[CUSTOMER][MIXED] I appreciate it, Miss [PII]. I hate to bother you so early in the morning.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] It is totally fine.
[CUSTOMER][POSITIVE] Thank you again. Yes, ma'am. You have a great day. Yes, ma'am. Bye-bye.
[AGENT][NEUTRAL] You're welcome. Have a
[AGENT][POSITIVE] You too. Be blessed. Bye bye.