AccountId: 011433970860
ContactId: cc5174f3-95d3-4886-a1fb-0336a640857e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 699080 ms
Total Talk Time (AGENT): 145696 ms
Total Talk Time (CUSTOMER): 199838 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/cc5174f3-95d3-4886-a1fb-0336a640857e_20250207T17:34_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I spoke with [PII] two days ago regarding a um refund for for a claim that I was still paying after I canceled it. Um, just wanted to follow up on the status because she never followed up.
[AGENT][NEUTRAL] OK, Ms. [PII], and is it, was it like a claim or the policy itself?
[CUSTOMER][NEUTRAL] The policy itself, so I canceled it in [PII] and I still got charged like it taken out of my paychecks until [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK. OK, let's see what we can do. And do you have the policy number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um, may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, let me do a name search, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And may I have your address?
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[AGENT][NEUTRAL] OK, I'm still searching for your policy, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, I think it's gonna be fine.
[AGENT][NEUTRAL] May I have your date of birth for security and the email address on file?
[CUSTOMER][NEUTRAL] [PII] and email is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you remember what day you spoke to Ms. [PII]?
[CUSTOMER][NEUTRAL] Mm, yeah, I have it here on um uh the [PII].
[AGENT][POSITIVE] OK, very good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see if I can get her in. OK, one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], can you hear me?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Huh
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good, I'm good. I, at least I answered the phone, but she couldn't hear me. I don't know what happened there.
[CUSTOMER][NEGATIVE] Oh, I've been having some issues.
[AGENT][NEUTRAL] I see. Oh yeah, I have a member on the line that she said that she called on the [PII] and she was told by um [PII] that she was gonna get a refund and she's calling back about that because she said she was gonna get a call back, something like that, um, but she has not, and I see [PII]'s at lunch. So can you help her?
[CUSTOMER][POSITIVE] OK, OK. I will sure do try to, I will, yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And the policy number is 2362505 and I don't see the note from [PII], so I'm like, uh, I'm not sure what happened.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh no. OK. Is she supposed to get a refund from us? That's what she, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, she said that the policy should have been um terminated a long time ago and she needed to have like a refund sent back to her.
[CUSTOMER][NEUTRAL] OK, I see. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, let's see. What is her name? I'm sorry. Um.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I just looked at it and it left my head. OK, thank you. OK.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Oh [PII]. All right.
[AGENT][NEUTRAL] Mm, OK. And I fully verify her uh the callback number is the same one that is in the system, the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, um, you're ready for her or you want some just a few minutes. OK, you're ready for her. OK. All right, here she comes. Have a good day. You're welcome. Thank you. Thank you for holding and being patient for me, Ms. [PII]. I, I didn't find Ms. [PII], but I have Miss [PII]. She is in the customer service department and she's gonna assist you from here, OK?
[CUSTOMER][POSITIVE] Yes, I am ready. Thank you.
[CUSTOMER][POSITIVE] OK. Thank you. You too.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][NEUTRAL] I'm good how are you? I'm good, thank you. um, so I was just telling me that you were expecting a refund from us for the premium. OK, I'm just looking to see what I can find out.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And this was supposed to have been la last year.
[CUSTOMER][NEUTRAL] Yes, um, I had sent in the form signed through Adobe and then also like the pink slip with my payroll department on [PII].
[CUSTOMER][NEGATIVE] And I did confirm with my payroll that on their end it was canceled, um, but I believe because they switched to a new system it was still taking the money out however they said that they were handing over the money to you guys, um, so they said talk to them about the refund because I, I can't even pull up all the pay stubs since [PII] um [PII] was the last pay stub where it was still getting taken out for the premium.
[CUSTOMER][NEUTRAL] OK. OK. Um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm just reading just to see if I can find out if anything has been sent out yet mhm.
[CUSTOMER][NEUTRAL] Oh what, you know, what might be going on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I just don't.
[CUSTOMER][NEUTRAL] I see where you did talk to [PII].
[CUSTOMER][NEUTRAL] Mhm. OK. I will need to get with her and just see what is going on. Um.