AccountId: 011433970860
ContactId: b2e0dc9c-06db-4048-936e-d1bd726dd4cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255259 ms
Total Talk Time (AGENT): 132964 ms
Total Talk Time (CUSTOMER): 82642 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/b2e0dc9c-06db-4048-936e-d1bd726dd4cc_20250409T20:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon, my name is [PII]. I am calling regarding a credit that one of my clients is asking me about for a termed employee.
[AGENT][NEUTRAL] OK. All right, Ms. [PII], can I please get your group number?
[CUSTOMER][NEUTRAL] Yes, group number is 25793.
[AGENT][NEUTRAL] OK, let me look that group up real quick and I also need to get your callback number, Miss [PII] just in case our call drops. I've been having a little trouble with my phone today so I wanted to make sure I get that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, no, no problem. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], can you please verify the group address for me?
[CUSTOMER][NEUTRAL] Uh, 01 2nd, I don't have it in front of me. It's in brickle though.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] OK, I'm not showing you're the contact person on the group, Ms. [PII].
[CUSTOMER][NEUTRAL] I'm the broker.
[AGENT][NEUTRAL] You're the broker, OK, so I'll just need you to verify the broker email address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying that information for me. So what I'm gonna need to do is get the invoice number that the credit should go on so that I can transfer you to uh group billing so that they can help you further with that credit.
[CUSTOMER][NEUTRAL] OK, I mean, I don't know which one it's supposed to be on, but it should have been sometime in in uh January.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you know who the insured is, the member?
[CUSTOMER][NEUTRAL] Yeah, the, the number is [PII].
[AGENT][NEUTRAL] [PII] Does [PII], do you have his policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I have to log back in. Give me a second.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] You probably just got out because you knew you were gonna be transferred.
[CUSTOMER][NEUTRAL] No, I don't because he's not.
[CUSTOMER][NEUTRAL] Yeah, no, no, I'm like doing 5 million things at the same time. I don't see him anymore in the list, so.
[AGENT][POSITIVE] Oh, bless your heart.
[AGENT][NEUTRAL] OK, alright, so that's what go ahead and transfer you on over to group billing so that you guys can talk about that credit, OK?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mhm, OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there any other thing that I can help you with before I transfer you, Miss [PII]?
[CUSTOMER][POSITIVE] No, that was it thank you.
[AGENT][POSITIVE] OK, well, you take care and thank you for calling APL.
[CUSTOMER][POSITIVE] Mhm you as well thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hi [PII], it's [PII]. Congratulations. I'm so happy for you. You're welcome. I have Ms. [PII] on the phone and she is with the broker's office.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] Thank you. Thank you so much.
[AGENT][NEUTRAL] Um, she did verify the broker information for me so that she could talk to us, but she is calling um about group number 25793.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There is a credit that should have been issued back in January for [PII], and we don't have the um policy number for [PII], but she did say that he's not showing up on the invoice anymore and she just wanted to call and check in about the credit because they haven't received it yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, I can take a look at that and see if we can get that worked out for him you can go ahead and put her through.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. Bye bye.
[CUSTOMER][POSITIVE] No problem thank you bye.