AccountId: 011433970860
ContactId: d0fe4308-67d4-4657-bd23-971a5f975f7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133429 ms
Total Talk Time (AGENT): 94673 ms
Total Talk Time (CUSTOMER): 33708 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/d0fe4308-67d4-4657-bd23-971a5f975f7f_20250417T18:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APA. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I had a voicemail with this extension in regards to Mr. [PII].
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] This is [PII] with HP staffing.
[AGENT][NEUTRAL] OK, and what, who was the person's name?
[AGENT][NEUTRAL] And I remember, I remember calling, but I can't remember. Do you remember what's the insured's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh yeah, thank you, thank you for calling me back. We had got a, she had called and she spoke to one of the other representatives and I'm just trying to clarify. She had told one of the representatives she returned back to work on [PII], so
[AGENT][NEUTRAL] I was just trying to verify, did she return back to work early because we had paid her all the way up to the doctor that had her out to May, I mean [PII], but she said that she returned back to work on [PII]. So I was just trying to verify, did she return back to work early?
[CUSTOMER][NEUTRAL] Uh, well, she has come back to, or he has, it's a, it's a male, I'm sorry. He has come back to work.
[AGENT][NEUTRAL] Man, OK.
[CUSTOMER][NEUTRAL] Um, so he's, he's mute and he is deaf. So you'll mostly deal with his wife, [PII].
[AGENT][NEUTRAL] Oh yeah, that's who called, yeah, but she, you know, they, they didn't tell me it was his wife that was on the phone. They just said that the insurer called and said they had, they was concerned about how the benefit was paid and I was going to explain to them how and I called back, but I didn't get an answer. So I said, well, let me make sure that they had returned back to work. Can you verify what date he returned back to work?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Yeah, if you'll give me just a second, that's what I'm trying to pull up. My computer is going so slow.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] He came back [PII].
[AGENT][NEUTRAL] OK, just like you said, so I sent him a letter asking for a refund because it's an overpayment because we based it on what the doctor had and if he came back to work early, then, OK, so I just put a note that you verified that he did return [PII], and I appreciate you giving us a call back, Ms. [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. You have a good day.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.