AccountId: 011433970860
ContactId: b35b3ea1-7135-4409-8686-5aa12d71c11d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 674080 ms
Total Talk Time (AGENT): 194290 ms
Total Talk Time (CUSTOMER): 205249 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/b35b3ea1-7135-4409-8686-5aa12d71c11d_20250121T21:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII] in Great Wing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm doing fine, [PII]. Thank you for asking. How are you?
[CUSTOMER][POSITIVE] I'm doing well. Happy [PII]. I don't think I've spoken to you since we've entered into the [PII] season.
[AGENT][POSITIVE] Um, thank you.
[AGENT][NEUTRAL] No, I don't think so.
[CUSTOMER][NEUTRAL] Well, I have an admin on the line who has received a refund check for an employee.
[CUSTOMER][NEUTRAL] And she's just wanting to know why.
[CUSTOMER][NEUTRAL] Um, the group number is 26064.
[CUSTOMER][NEUTRAL] And that's for the town of [PII] and this is [PII] on the line.
[CUSTOMER][NEUTRAL] The group's information has been verified.
[CUSTOMER][NEUTRAL] And it's regarding the check for 6656 for a Mr. [PII].
[AGENT][NEUTRAL] OK. And you have Miss [PII], is that what you said?
[CUSTOMER][NEUTRAL] No, I have [PII], oh no, [PII] is how you pronounce her last mhm but just call her [PII].
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] A laho.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think just call her [PII].
[AGENT][NEUTRAL] Right, so.
[CUSTOMER][NEUTRAL] Yeah, she's one of the admins.
[AGENT][NEUTRAL] So she's calling?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She's calling because of the refund check for $66.56.
[CUSTOMER][NEUTRAL] Yeah, because, mhm.
[CUSTOMER][NEGATIVE] Yes, because she's wanting to know why she received that. She says that he should not be termed.
[CUSTOMER][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Our net
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll have to look at it and see. Um, have you got a good callback number for [PII]?
[CUSTOMER][NEUTRAL] Yes, it's the one that's in line for the group and her extension is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can send her around.
[CUSTOMER][POSITIVE] All right then well it was nice talking to you and I guess I'll probably see you next week.
[AGENT][POSITIVE] All righty, that's the plan anyway.
[CUSTOMER][POSITIVE] I, yeah, right, that's the plan. OK, [PII]. Well, thank you so much.
[AGENT][POSITIVE] You're so welcome. Thank you and you have a good day. You too. Thanks.
[CUSTOMER][POSITIVE] All right, have a good evening. You too.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing. Um, [PII] said that you were calling on a refund check that you received for $66.56. Is that correct?
[CUSTOMER][NEUTRAL] Yes, that's correct. Hello. Yes, for, um, [PII] is the employee name or?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, let me see what we have, OK? Um, and I can help you with that, um, and I understand that a good call back number for you is [PII] and your [PII] [PII], is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, it is. Thank you.
[AGENT][NEUTRAL] All right. Uh, just a moment. Let me see what we have going on here.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, Mr. [PII].
[AGENT][NEUTRAL] And the date on that check is the, um, [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII]. Yes, [PII], yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It says the policy has lapsed. Let me see something real quick.
[CUSTOMER][NEGATIVE] Yeah, that's strange because I don't, you know, I, we, um, he didn't leave the company or anything. I'm just perplexed here.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][POSITIVE] I'm looking and I do apologize. I wanna make see what we got.
[AGENT][NEUTRAL] Why it was lad.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You freaking out.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Nothing is jumping out at me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wow, that is odd.
[CUSTOMER][NEUTRAL] Is he, I cannot see him on my employee list anymore so like can are you?
[AGENT][NEUTRAL] Right, it was, it was.
[CUSTOMER][NEUTRAL] Canceled or?
[AGENT][NEUTRAL] I don't, um.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I'm, I'm leaving to pick him up.
[AGENT][NEUTRAL] [PII], what I will need to do, if you don't mind, is um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Research this and find out um why it was lapsed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And in the meantime if you want to, you can.
[AGENT][NEUTRAL] Well, let me, let me check on this and see why he was lapsed because um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I cannot find.
[AGENT][NEUTRAL] On that.
[AGENT][NEUTRAL] I don't see anything showing.
[CUSTOMER][NEUTRAL] That is so odd. And you know that I had another issue like I think last month or two months ago, I, with somebody else, they, when they enrolled, I, it wasn't showing as employee and family anymore and like out of the blue, they were like, oh, they say I only have employee and child when we enrolled, so I had to switch them, so I don't know what's going on, so weird.
[AGENT][NEUTRAL] It might have been that it is.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] And I don't know if it having making that change when I called for [PII], something happened to [PII]'s file. I have no idea.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I will have to look at that.
[AGENT][NEUTRAL] And see.
[AGENT][NEUTRAL] Cause I'm, I mean, nothing's jumping out real quick, uh, you know.
[CUSTOMER][NEUTRAL] And I guess, yeah,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because he, yeah, he added during open enrollment, so I don't know, I didn't get any notice that it was not time or something, but.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Mm OK. Let me check on this and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can give you a call back. It may be tomorrow morning.
[CUSTOMER][POSITIVE] OK. Sounds good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just gonna let my broker know as well so she's aware and then because I don't, of course it'll be the month that he decides to use it or something and then there's gonna I don't know.
[AGENT][NEUTRAL] I understand that. I do understand that. Um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, [PII], is there anything else that I can help you with before?
[CUSTOMER][NEUTRAL] No, no, uh, no, just I guess, uh, wait for you to research this and then tell me what to do with the check and how we can reinstate him.
[AGENT][NEUTRAL] OK. All right, [PII]. Well, then I will check on this and I will give you a call no later than tomorrow, OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You are so welcome and thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.