AccountId: 011433970860
ContactId: b9c099c2-299e-4d45-ba0f-a05867302580
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274730 ms
Total Talk Time (AGENT): 101653 ms
Total Talk Time (CUSTOMER): 96199 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/b9c099c2-299e-4d45-ba0f-a05867302580_20250527T17:45_UTC.wav
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[CUSTOMER][NEUTRAL] Call on the way to work and I have my.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling from Ellisville State School. I do the insurance here and I have a question. Um, I got a refund check in the mail for an employee and I'm not exactly sure why.
[AGENT][POSITIVE] Yes thank you.
[AGENT][NEUTRAL] OK, um, let's start with the group number.
[CUSTOMER][NEUTRAL] The group number.
[CUSTOMER][NEUTRAL] What is our group number? 0 12263.
[AGENT][NEUTRAL] Alright, let me get that pulled up real quick. Give me one second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right
[CUSTOMER][NEUTRAL] It could just be that her premiums went down and I didn't know. I'm not sure, but I just wanna make sure before I do anything with it.
[AGENT][NEUTRAL] Does it, uh, what's the insured's name on there?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. Let's take a look and see what we got going on.
[AGENT][NEUTRAL] Is it the $15.60 check?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm that's I wanted, OK.
[AGENT][NEGATIVE] No, my computer is not wanting to cooperate with me, bear with me.
[CUSTOMER][NEUTRAL] OK, he did this to her. I, you're [PII], right? Yeah, OK, um, and you brought the letter where they were dropped, OK.
[CUSTOMER][POSITIVE] Just give her that and she can fill that out and I'll I'll get copies of that later.
[AGENT][NEUTRAL] OK. Yeah, it looks like her intensive care policy.
[CUSTOMER][POSITIVE] So, so you won't have to wait forever.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The intensive care policy.
[AGENT][NEUTRAL] Yeah, uh.
[AGENT][NEUTRAL] Let me, yeah, it looks like the intensive care policy was.
[AGENT][NEUTRAL] Uh, that one yet.
[AGENT][NEUTRAL] Hm, cause that one's been lapsed for a while. Let me look at another one.
[AGENT][NEUTRAL] This one.
[AGENT][NEUTRAL] Yeah, I'm gonna assume it's got to be the intensive care policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and it lapsed last year, but it, it must be we keep receiving premium for it.
[AGENT][NEUTRAL] Let me look at the last the first.
[CUSTOMER][NEUTRAL] Yeah, um, it's, it's payroll deducted, so if I don't end it then you're just gonna keep getting it. That's why I was gonna call and make sure it was something that didn't, you know, that should be ended that didn't end or whatever because it, it automatically comes out.
[AGENT][NEUTRAL] Yeah, it, um, it lapsed. Yeah, it lapsed effective, uh, March of last year due to, um, uh, expired age of being able to have the policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh wow, so she's gonna, well, now you refunded her this um.
[CUSTOMER][NEUTRAL] Can I send this back and you actually refund it to her or do you do that?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because it's made out to Ellisville State School right now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I mean, we can, um, yeah, I mean, you can send it back and we can do that or we can just, um, void it on our end and y'all can shred it and we can get it issued to the insured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, let me do that, um, so I'm just gonna like go ahead and I'm gonna shred it today and just go ahead and issue it to her and I'll end it as of March. Well, I'll end it February.
[CUSTOMER][NEUTRAL] [PII] whatever [PII], right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah alright well thank you so much [PII].
[AGENT][POSITIVE] You're welcome, no problem. And we're gonna void it on our end and reissue it to the insured.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. No problem.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Alright bye.