AccountId: 011433970860
ContactId: d474decc-cdfd-45d9-92d1-09e5a7d75ef4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112879 ms
Total Talk Time (AGENT): 17499 ms
Total Talk Time (CUSTOMER): 83685 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/d474decc-cdfd-45d9-92d1-09e5a7d75ef4_20250409T14:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling UPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] with Broker Resources. How are you?
[AGENT][POSITIVE] Hi, I'm good. How about you?
[CUSTOMER][NEUTRAL] I'm good. OK, I just talked to [PII] and I think I just need to join you with this person, um, so that you guys can explain this. Um, I have [PII] on the phone from the broker or, yeah, from the broker's office. She's calling about group 23352 Scruggs Concrete.
[CUSTOMER][NEUTRAL] Um, [PII] has an active policy, but they received a check for a refund for like 148 something, and [PII] was saying that it was from an an old policy that had lapsed, but now she wants to know why it lapsed, so I think that you just, if you could please look at it and then just talk to her.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, do you have a callback number for her?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, send her on over.
[CUSTOMER][POSITIVE] And I'll join you guys now thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hey [PII], I have the billing um.
[CUSTOMER][POSITIVE] Department on the line for you to help from here OK? OK thank you thank you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in the group billing department. How are you this morning?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm well. I understand you have a question about a refund.
[CUSTOMER][NEUTRAL] Uh, yeah, uh, the, uh, employer group got a refund check for one of their employees, [PII], and it said that it was for a lapsed policy.
[CUSTOMER][NEGATIVE] And he should not have had it. I don't understand why he had a lapse policy. He should have been covered the whole time.