AccountId: 011433970860
ContactId: bbaf7c5f-d00d-4146-b0c2-dd01ba29bf88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457170 ms
Total Talk Time (AGENT): 144677 ms
Total Talk Time (CUSTOMER): 111803 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/bbaf7c5f-d00d-4146-b0c2-dd01ba29bf88_20250403T17:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling because I have.
[CUSTOMER][NEUTRAL] A letter that says I have a refund for an overpayment coming and they wanna reissue a check to me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you want a check number or a reference number?
[AGENT][NEUTRAL] Are you the policy holder or you're calling on behalf of a provider's office?
[CUSTOMER][NEUTRAL] I'm the policy holder.
[AGENT][NEUTRAL] OK, and let me get the policy number, [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I have payee reference number check number check date, amount and payment of.
[CUSTOMER][NEUTRAL] I don't see any policy number.
[AGENT][NEUTRAL] Are you looking at a letter?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go ahead and give me the check number.
[CUSTOMER][NEUTRAL] It's 186-811-117.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you. Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So is this regarding uh like a premium refund?
[CUSTOMER][NEUTRAL] I believe so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I've located your policy number. I'm gonna verify just a few pieces of information and then we can proceed, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you can verify your date of birth and your complete mailing address and and.
[AGENT][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] My mailing address is [PII]. Do you want my date of birth?
[AGENT][NEUTRAL] Uh-huh, let's see.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and your date of birth, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] So I, I changed it. I think you have the old one which is [PII].
[AGENT][NEUTRAL] OK, that is what we have. And did you say you changed it? Well, your policy, you know, is no longer active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so, OK, oh.
[CUSTOMER][NEUTRAL] I know, I'm trying to cancel it with the other company. Do you know what the other company is?
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Country, something like.
[AGENT][POSITIVE] OK, yeah, I can get you.
[AGENT][NEUTRAL] Over to that area. Give me one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also give you the number.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what I'm gonna do, [PII] is get you over to our group billing department because that check.
[AGENT][NEUTRAL] Um, have you received the refund check?
[CUSTOMER][NEGATIVE] No, it says that I need to reorder it. It was canceled.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And what was the check amount?
[CUSTOMER][NEUTRAL] 120
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm gonna get you over to our group billing department and then they can assist you with that OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, uh, you're welcome. One moment.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Good, I have um an insured on the phone. Her name is [PII]. She's with APFA but it looks like we issued a refund of premium check to her and she states that she received a letter from APL, um, something about reissuing that check.
[AGENT][NEUTRAL] Um, I do have the check number if you need that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That number is 186-81117.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So check for 120.
[CUSTOMER][NEUTRAL] Um, and she's needing it reissued.
[AGENT][NEGATIVE] She said that she received a letter but I'm in correspondence and I don't see anything.
[AGENT][NEUTRAL] Regarding that and because it's prior to [PII].
[AGENT][NEUTRAL] I'm sending it to group billing to check it out and it's our check.
[AGENT][NEUTRAL] I don't see any notes either, but I don't see anything in.
[AGENT][NEUTRAL] Um, well, there's something, let's see what this is.
[AGENT][NEUTRAL] She said there's a letter stating something about it being um reissued or something.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Refund overpayment.
[CUSTOMER][NEUTRAL] Uh, yeah, I mean, I'm sure it probably needs to be reissued.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because it's gonna be out of the.
[AGENT][NEUTRAL] Scale dated.
[CUSTOMER][NEUTRAL] Yeah, out of the 120 days or whatever it is.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] see the check.
[CUSTOMER][NEUTRAL] Um, OK, you can, I guess send it to me.
[AGENT][POSITIVE] All right, here she comes. Thank you.
[AGENT][NEUTRAL] Uh, do you need the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, I got it.
[AGENT][NEUTRAL] OK, here she comes.