AccountId: 011433970860
ContactId: c81cdd1a-3e00-412d-8fab-8cae3a96ffb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 729159 ms
Total Talk Time (AGENT): 274389 ms
Total Talk Time (CUSTOMER): 247688 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/c81cdd1a-3e00-412d-8fab-8cae3a96ffb8_20250210T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How about you?
[CUSTOMER][POSITIVE] I'm doing fine, thank you. So I have an insured on the line and I was initially gonna.
[CUSTOMER][NEUTRAL] Handle the full call. um, it's an individual policy. Let me give you the policy number first off.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 178
[CUSTOMER][NEUTRAL] 3889.
[CUSTOMER][NEUTRAL] For Miss [PII], so she was calling to cancel her policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have not had this scenario come up, OK? So I was just gonna cancel it, but she, because we show at page 31, but the transaction is still pending in her bank according to her, and she does not want it to be processed.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She does not want this draft to fully go through.
[AGENT][NEGATIVE] I do not know how to help you with that.
[CUSTOMER][NEUTRAL] So, um, I was told by customer service that needed to come to you all, but that you might have to end up, um, like looking at it with her and then getting with [PII] on it.
[AGENT][NEUTRAL] Well, so I'm technically customer service, but I am group billing, so
[CUSTOMER][NEUTRAL] Right, no, that's what I'm saying. I talked, well, it went to billing. I called the billing queue.
[CUSTOMER][NEUTRAL] You're in billing, right? Yeah, so customer service said that it needed to go to billing, so uh that's why I'm calling you, but she, I was told that if you all couldn't helpfully help her with this particular thing that you might have to get with [PII] on it.
[AGENT][NEUTRAL] Right, that's, yes, ma'am, but that's.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I just, I don't know how to stop something that's already gone through, you know what I mean? Like it's pending on hers, that means it's already, you know, we've already drafted it. I don't know how to stop that. Um, let me, uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oi, that's right, oi.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Again, you know, I don't know if you'll just need to maybe call her, talk to [PII] and call her back to see if there's anything that can be done.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One second.
[AGENT][NEUTRAL] If I could type, I apologize.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] It's Monday.
[CUSTOMER][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Oh darn. How did I do that?
[CUSTOMER][NEGATIVE] They want to cancel so I know that's not to pay 3, never mind.
[CUSTOMER][NEUTRAL] I mean, I don't know if it's just y'all have to issue a refund.
[AGENT][NEUTRAL] It's see that's that's where my mind's going um because it's already been processed we could issue a refund and turn her as of, um, let me look at this real quick because.
[CUSTOMER][NEUTRAL] According to the
[CUSTOMER][NEUTRAL] Yes it would be 21.
[AGENT][NEUTRAL] It looks like 27 was when we um did the draft and it's just for whatever reason still pending on her account we could refund it and have it just go to the pay to date to 21 if that's what she would like to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so let's see.
[CUSTOMER][NEUTRAL] OK that is no pay 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you explain, will you take care of that?
[AGENT][POSITIVE] Yeah, yeah, definitely.
[CUSTOMER][NEUTRAL] Now do you all also lapse the policy?
[AGENT][POSITIVE] Yes, ma'am, I can do that.
[CUSTOMER][NEUTRAL] OK, alright, just since this one's a little different, I know on our guru card that [PII] had created for us, it was the one stipulation for us was a mode of pay of 3, and she's not motor pay 3. She's 2, so I don't really think that this card applies to this particular situation with this insured.
[AGENT][NEUTRAL] And I apologize, I don't know the difference in the modes of pay.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Yeah, oh, OK, you're fine.
[CUSTOMER][NEUTRAL] You're, you're fine. 2 shows on a draft.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Anyway, but you know what to do with this as far as you can cancel it and um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The first I
[AGENT][NEUTRAL] You said her name was [PII] and the phone number?
[CUSTOMER][NEUTRAL] Yes, and she's fully verified too, [PII], the phone number that's in line is her her callback number.
[AGENT][NEUTRAL] Is that the one on the screen? Sorry, I'm on a different screen.
[CUSTOMER][NEUTRAL] The [PII], is that the one you see? Yes. Uh-huh.
[AGENT][POSITIVE] Yes. Yes, ma'am. I've got that. Yeah, you can just send her on over.
[CUSTOMER][POSITIVE] OK, well, thank you so much.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, have a good day.
[AGENT][POSITIVE] Thanks to you as well.
[CUSTOMER][POSITIVE] All right, thank you. Bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] in the group billing department. How are you this morning? Well, I guess it is afternoon here.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][POSITIVE] Just fine thank you.
[AGENT][NEUTRAL] So I understand you, I apologize, go ahead.
[CUSTOMER][NEUTRAL] Um, I was, go ahead.
[CUSTOMER][NEUTRAL] No, you, you, go ahead.
[AGENT][NEUTRAL] She was telling me that you were wanting to cancel your policy, but that there's a pending transaction in your account right now.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So it looks like we did that on the [PII], at least that's the date we have in our system that it was paid so that's just gonna be a pending transaction on your bank's account. I'm unable to stop that transaction, but what I can do is in a couple of days um.
[AGENT][NEUTRAL] I can cancel your policy and then in a couple of days I can refund that amount back to you.
[CUSTOMER][POSITIVE] OK, OK, that'd be great, thank you.
[AGENT][NEUTRAL] OK, give me one second. Let me get in here and you're just wanting to calculate it.
[CUSTOMER][NEUTRAL] And, and tell me again what, what, what your name was? I'm sorry. Tell me.
[AGENT][NEUTRAL] Ma'am, my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're just wanting to backdate it to the the pay to date of [PII], correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, since we do have to make sure that the transaction does go through, um, I have to wait a few days before I can process the refund, but I will go ahead and go in there and cancel the policy so that it's not gonna go any further, and once that clears I can um refund you that one month's premium.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Not really
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right.
[AGENT][MIXED] Oh, it's not on a group bill it won't allow me. I will definitely make sure we get this done though.
[AGENT][NEUTRAL] Alright, so I, I'm in the group billing department and she got, she got you over to me, but um I think this has to be done by a different department, but I will ensure that it gets done. I will note the account and um once that is done we will you know what, I don't wanna speak out of turn, um.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Can I put you on hold just for a moment?
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] OK, thank you. I'll just be one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] I do apologize. I'm gonna have to make one more transfer, but I'm gonna make sure they understand clearly what it is that um that needs to be done, and we will make sure we get this refunded for you.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][NEUTRAL] One, yes, ma'am, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Conferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in billing. How are you?
[CUSTOMER][POSITIVE] I'm doing good. How about yourself?
[AGENT][NEUTRAL] I'm OK so I just got a transferred call that it's an individual. she's not in group billing, so I'm not able to cancel her policy. Um, she's wanting to cancel and we just recently had a transaction go through. She's wanting to get a refund for this month, so she's wanting to cancel it back to the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I've already explained to her that we wouldn't be able to cancel it until or not cancel, we wouldn't be able to refund until it cleared, but she's wanting to go ahead and get it canceled. I unfortunately can't do that.
[CUSTOMER][NEGATIVE] I can help her with getting it canceled, but she just called today wanting to cancel.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I don't know if she'll get that back. I'll have to ask for approval on that. What's her policy number?
[AGENT][NEUTRAL] It is 17838889.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So Miss [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, I've got her. Do you have her call back?
[AGENT][NEUTRAL] And [PII], yes ma'am, it's the one on the screen, um [PII].
[CUSTOMER][NEUTRAL] OK, that's fine. No, if it's.
[AGENT][NEUTRAL] And [PII], um, I apologize, I don't know what department she came from. She said that she already vetted her, I mean, not vetted her verified her.
[CUSTOMER][POSITIVE] OK, no problem. She's from the care team. I got it, girl. Thank you.
[AGENT][POSITIVE] All right. No problem. I'll get you right to her.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][POSITIVE] Good morning
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. I have [PII] on the phone and she's gonna help you with getting this policy canceled.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] All right, one moment. Yes, ma'am. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] OK. You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.