AccountId: 011433970860
ContactId: b2a179a3-c328-41bb-b502-b81afc2a9b6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133610 ms
Total Talk Time (AGENT): 41401 ms
Total Talk Time (CUSTOMER): 44188 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/b2a179a3-c328-41bb-b502-b81afc2a9b6f_20250409T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] out of Broker Resources. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] 23352.
[CUSTOMER][NEGATIVE] Scruggs Concrete Company.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She is asking they received the 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] Um,
[CUSTOMER][NEUTRAL] Can you talk to her and see.
[CUSTOMER][NEUTRAL] Trying to figure out why she was sent that.
[AGENT][NEUTRAL] Come on computer, pull up the right thing.
[AGENT][NEUTRAL] Cak
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Well, let's look at another spot real quick.
[AGENT][NEUTRAL] How much was that? Because it was for the old um policy.
[CUSTOMER][NEUTRAL] Oh, for an older policy?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because I only did have it on active.
[AGENT][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 [PII]. So the [PII] is for the old policy.
[CUSTOMER][POSITIVE] OK, I'll let her know thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too.