AccountId: 011433970860
ContactId: c1fbd809-bff2-4e0a-b8ab-16a68f29d727
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192000 ms
Total Talk Time (AGENT): 67885 ms
Total Talk Time (CUSTOMER): 66678 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/c1fbd809-bff2-4e0a-b8ab-16a68f29d727_20250520T22:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I have an insured on the phone she's calling about um.
[CUSTOMER][NEUTRAL] If there's an overpayment, uh, cause it looks like.
[CUSTOMER][NEUTRAL] She had a disability claim and we processed the payment was taken out as far as premium and she just wanted to know the status. She said that someone was supposed to call her but she hadn't received any phone call back.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] 2150345
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And was she supposed to be getting a refund for?
[CUSTOMER][NEUTRAL] Uh, for the premium that were deducted from her, um, disability check and she said that, uh, she was told once her employer passed then she will be refunded the overpaid amount.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] still want our issues.
[AGENT][NEUTRAL] Checks for this year could not leave a voicemail because it was full, full call back Monday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]'s working on that.
[AGENT][NEUTRAL] OK, she's still working on it. I'll, I'll let her know.
[CUSTOMER][POSITIVE] All right, well thank you and I have verified all her information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And her callback number?
[CUSTOMER][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] Uh, it's the number in the system, the [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thank you. Have a great one.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Uh, good afternoon, Ms. [PII]. This is London customer services. How are you?
[CUSTOMER][POSITIVE] Hi, I'm doing OK.
[AGENT][NEUTRAL] OK, um, [PII] was saying you were calling about your refund. Um, it looks like [PII] is working on that and they're still in is still in the process.
[CUSTOMER][NEUTRAL] OK, so they don't know if it's an overpayment on my account yet?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm not sure. um, it just says that, um, she tried to call you Friday, but she, she couldn't leave a voicemail and to just to let you know that she was still working on the issue with the refund check.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Is there anything else that I can help you with today, or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am. That'll be it. Thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APO. You have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, you too. Bye.
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Yeah.