AccountId: 011433970860
ContactId: e657a980-1808-404e-9edd-58fc7aad0bf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380799 ms
Total Talk Time (AGENT): 121779 ms
Total Talk Time (CUSTOMER): 101593 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/e657a980-1808-404e-9edd-58fc7aad0bf5_20250407T16:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have Mr. [PII] with policy 21.
[CUSTOMER][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] 45
[AGENT][NEUTRAL] 2150.
[CUSTOMER][NEUTRAL] 345.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], um, she is calling because um she was saying that her policy was being paid um through her short-term disability.
[CUSTOMER][NEUTRAL] And that her group was paying on it as well and there is probably an overpayment on it.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And that she's probably do a refund for it.
[AGENT][NEGATIVE] Mm, I don't have anything in group suspense for her.
[AGENT][NEUTRAL] Let me look in another spot.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] There was, there's been 2 checks that have been issued in February and beginning of March.
[AGENT][NEUTRAL] Those were, I mean, those have already been issued.
[CUSTOMER][NEUTRAL] But those were payments for her, not for us, right?
[AGENT][NEUTRAL] They, it was a refund back to her.
[CUSTOMER][NEUTRAL] Mhm. OK, because she was checking if there was any um other uh overpayment on the policy and then that we were probably um happen, happen to have any money back for her again.
[AGENT][NEUTRAL] No, not since the two checks that have already been issued to her.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. Um, are you able to provide that information for her with dates and all of that, or do you want? All right. Um, callback number is the same one that she's calling from?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'll go and send her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, how you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Alright, um, I was calling because I was out on a short term disability leave back in January and February and my premiums were taken out of my payment, but my job also.
[CUSTOMER][NEUTRAL] Pays my insurance while I'm off work.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was just trying to call to see if I had an overpayment on the account.
[AGENT][NEUTRAL] Um, I've looked at it and I'm not seeing where um we've received any kind of overpayment, um, as of right now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me look at one other thing real quick.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Bear with me real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, the person I need to ask is on her lunch break. Let me see what time she comes back.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh let's see.
[AGENT][NEUTRAL] Oh she come back for another 30 minutes, OK, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, Ms. [PII], um,
[AGENT][NEUTRAL] I have to get the processor to take a look at this a little bit closer because I'm not seeing anything, but she may know something um more than I do. So what I'm gonna do is I'm gonna send her a message and have her double check this and take a look at it, um, and have her give you a call back with, with the consensus of of um an answer for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the number I have for a call back is [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. All right, Ms. [PII], I will, um, I'll have her look at that when she gets back from lunch at about [PII] and, um, and let her give you a call back once she looks at it a little bit further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] No, ma'am. That'll be it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks bye.