AccountId: 011433970860
ContactId: bebf8027-0dee-4a5b-b336-6e3909083b47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377200 ms
Total Talk Time (AGENT): 110828 ms
Total Talk Time (CUSTOMER): 136556 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/bebf8027-0dee-4a5b-b336-6e3909083b47_20250317T19:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Hey [PII], I'm good. How are you?
[CUSTOMER][NEUTRAL] Hi, I'm good, thank you. Um, I have a group on the line that she said that um they're supposed, well, they already removed the person from the policies, but she said there's supposed to be like a credit for two months that she don't see the credit and she wants to know how is this gonna be applied or is it gonna be sent to her or what can we do about that credit. Um, but, um, the group number is 259-62.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And she said, her name is [PII]. She has spoken with us before. Um, I fully verify her. The callback number for her is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the member, the last name of the member is [PII]. Um,
[CUSTOMER][NEUTRAL] I don't know if you need the first name. I can get it for you, but yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, what was the last name?
[CUSTOMER][NEUTRAL] For the member, [PII] is the last name.
[AGENT][NEUTRAL] about that, OK.
[AGENT][NEUTRAL] Um.
[AGENT][POSITIVE] Yeah, um, yeah, I'll find them. You can go ahead and put her through, and I will see what we can do about that credit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, Ms. [PII]. Here she comes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for you, Miss [PII]. I got Miss [PII] on the line. She's in the group billing department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you. You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. How are you doing?
[CUSTOMER][POSITIVE] Hi, [PII]. All good, all good. How about yourself?
[AGENT][NEUTRAL] Good, I'm doing well thank you um so I did speak with [PII] and she gave me your group's information so I do have your group pulled up um she did let me know that you were calling about a member who had terminated um and I believe she said that termination was processed but that you were inquiring about the months that were supposed to be credited, is that right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, not quite right. So the employee is [PII], I can give you his number, his policyholder number if you need.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, what's his num what's his policy number?
[CUSTOMER][NEUTRAL] It's gonna be 25.
[CUSTOMER][NEUTRAL] 64.
[CUSTOMER][NEUTRAL] 523.
[AGENT][POSITIVE] OK, thank you. Let me pull that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got [PII] pulled up.
[CUSTOMER][NEUTRAL] So, thank you. So what happened with him, he was uh initially in our bill for the month of December and January, but he doesn't work with us. He works with another company. So he was removed from our bill, so he won't appear in the month of February and March.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so I was calling to see how can I get those credits, but he hasn't been terminated because it's, it wasn't an issue of being terminated or not. It's just being in the wrong group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, I understand so let me see.
[AGENT][NEUTRAL] So 2599 so it looks like we've already placed him with the correct group um let me look.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One second and let me, so February and March, let me look at the notes and make sure they have that reflected um for.
[AGENT][NEUTRAL] February, let's see, so we moved him from 259-62, which is the group you're calling about over to 259-69 so we need to credit back it's for February and March, right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, the credits I need back are from December and January.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] December. OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] It looks like you guys don't have um an invoice that's currently open for me to credit so what I can do is I can issue a refund for the.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?