AccountId: 011433970860
ContactId: e1e54767-3f40-4ad7-a64f-a26bb43166f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310709 ms
Total Talk Time (AGENT): 158681 ms
Total Talk Time (CUSTOMER): 106486 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/e1e54767-3f40-4ad7-a64f-a26bb43166f3_20250512T19:04_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] How you doing? I was calling um
[CUSTOMER][NEUTRAL] I have a um
[CUSTOMER][NEUTRAL] Uh my plan there for the short-term disability, and I was calling because when I was off work earlier this year in January, they took out the premium out of my um
[CUSTOMER][POSITIVE] Payment and they said that once they received the premiums from my job, that they will refund me whatever they took out of my payment.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I don't know if I said it right.
[AGENT][NEUTRAL] You did.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Um, but before we proceed, is it possible to get your name and a callback number in the event that we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. Bear with me one moment while I locate your information. And do you happen to have a policy number or do you want me to do a name search?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, can you search by my social security number or something?
[AGENT][POSITIVE] That would actually be the quickest way. Give me just a second. Let me pull that information up so I can do that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause if I guess then I'm gonna be wrong.
[AGENT][NEUTRAL] It's OK. I understand. All right. So what's your social, Ms. [PII]?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] Alright, just to verify, I need you to verify a few things to make sure that we have our records up to date and that this is in fact your policy. Can you verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] OK, and I'm also showing that we have an email account. Do you mind verifying that too?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yes, [PII].
[AGENT][NEUTRAL] Thank you. All right, so you're calling today because you're wanting to see exactly if the premium was received when you were actually out on disability since it was taken out of your disability check, is that correct, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, and my job was also charging me for it. And when I got back to work, I, I was in arrears, so.
[CUSTOMER][POSITIVE] They paid everything for me while I was out also.
[AGENT][NEUTRAL] What months were you out, Ms. [PII]?
[CUSTOMER][NEUTRAL] I, I went out [PII] of this year and I returned back to work, um.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] I think [PII].
[CUSTOMER][NEUTRAL] I'm not sure.
[CUSTOMER][NEGATIVE] When I returned it back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What I'm gonna have to do, um, I'm gonna have to get with my supervisor on this and do a little bit more research. I am showing that claims did take your premium.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But I'm also gonna have to check with our billing department to see if those months were received by the group as well. Right now you aren't paid in a current you're paid for through the month of May. So generally when there's an overpayment it should roll you forward, but I'm just gonna have to do a little bit more research and see what what we did and if the group actually submitted the premium and what we need to do as far as refund. I'm not sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If it's really gonna come from our claims department, I really think it would be our billing department so that's why I gotta get with them and see is it possible for me to contact you back, Ms. [PII], um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once I get some kind of clarification on what we can do for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, what would be the best time and the phone number that you verified earlier is that the same contact number?
[CUSTOMER][NEUTRAL] Yeah, and, and you can contact me anytime and
[CUSTOMER][POSITIVE] If I don't answer, you can just leave a voicemail and I'll call you right back cause I'm a truck driver and I'm all in these mountains and woods and everything. So, yeah.
[AGENT][NEUTRAL] Yes, ma'am. I understand definitely. All right, so I'm gonna get back with you. It should be before the end of the business day, but if not, it will be tomorrow um it'll probably be around lunch time just to make sure that I have enough time to get everything clarified before I contact you back. Is there anything else I can help you with, Ms. [PII], before you go?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, ma'am. That'll be it.
[AGENT][POSITIVE] Well, thank you for calling APO and you have a wonderful day as well.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye.
[CUSTOMER][NEUTRAL] Bye bye.