AccountId: 011433970860
ContactId: d3e83cfc-4560-4240-8b1a-41b72f669ca9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184139 ms
Total Talk Time (AGENT): 98625 ms
Total Talk Time (CUSTOMER): 55327 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/d3e83cfc-4560-4240-8b1a-41b72f669ca9_20250529T13:18_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] over in customer care. How are you this morning?
[AGENT][POSITIVE] I am good. How are you?
[CUSTOMER][NEUTRAL] I am good thank you. I have an insured on the line who is checking on a refund from like a premium uh she said was taken out of her disability is that something that you guys can check on for?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, I bet this is the person that I got a call from a couple of weeks ago.
[CUSTOMER][NEUTRAL] And maybe [PII].
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I don't remember the name.
[CUSTOMER][NEUTRAL] OK. I can give, yeah, I can give you the policy number is 2150345.
[AGENT][NEUTRAL] Yeah. What's the policy number?
[AGENT][NEUTRAL] And I don't know if we do that or if billing does that because.
[AGENT][NEUTRAL] I think they're the ones that do the.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Let me see 215-0345.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] I think this is her.
[AGENT][NEUTRAL] And who's working on this?
[AGENT][NEGATIVE] She was real upset last time she called, yeah.
[AGENT][NEUTRAL] I got a call on the [PII] last week.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] is working on that.
[AGENT][NEUTRAL] She was gonna call her back.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes. She said she hasn't heard anything yet, so.
[AGENT][NEUTRAL] I see.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] to receive them from the bank and will call insured once I have them available. I have requested copies of clear checks waiting to.
[AGENT][NEUTRAL] I think [PII].
[AGENT][NEUTRAL] Would be the one
[AGENT][NEUTRAL] That needs to take the call.
[AGENT][POSITIVE] For sure.
[AGENT][POSITIVE] This check to apply to your policy. According to our records, we refunded to the insured on [PII]. We also refunded on [PII] because she was paid ahead with both refund checks are showing as cleared.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] That needs to go to billing, to [PII].
[CUSTOMER][NEUTRAL] OK, OK, so alright, should I reach out to [PII] you think directly or just contact billing?
[AGENT][NEUTRAL] I think so. I think so, um, she, if you can.
[CUSTOMER][NEUTRAL] OK, I will try and message her and see if she can um maybe speak with her.
[AGENT][NEUTRAL] OK. Tell her to look at her notes from the [PII] and the [PII].
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][POSITIVE] OK, alright, the [PII]? OK, thank you.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Mhm. Uh, May.