AccountId: 011433970860
ContactId: e86bd1f9-478c-43be-b97d-394338f0b73b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 999849 ms
Total Talk Time (AGENT): 388873 ms
Total Talk Time (CUSTOMER): 354797 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/e86bd1f9-478c-43be-b97d-394338f0b73b_20250529T13:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good. Hey, I have an insured on the line who is calling about a premium refund. Um, I can give you the policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it's 215.
[CUSTOMER][NEUTRAL] 0345.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Should be for [PII].
[AGENT][NEUTRAL] OK, I got her.
[CUSTOMER][NEUTRAL] And then if you want I can give you her call back. There are a bunch of notes in there, [PII] um I will say that it looks like [PII] was kind of working on some of this so I don't know if you'll have to reach out to her on it, but um I can give you her call back number too if you want.
[AGENT][NEUTRAL] Uh yes, please.
[CUSTOMER][NEUTRAL] OK, uh, call back is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I got it. And is um the call a refund because we owe her a refund or she received a refund?
[CUSTOMER][NEUTRAL] So she said it was like overpayment for January February like the premium was taken out this year we're talking about 2025 um of her I guess disability payment and I do see that like [PII] put some notes reviewing policy like 240 was taken from the insured's disability check according to our records it was refunded so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's almost like she's saying that it shouldn't have been taken, you know what I mean?
[AGENT][NEUTRAL] Mhm, the, the premium should have stayed the same. OK, I do see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That the premium.
[AGENT][NEUTRAL] Remain the same.
[AGENT][NEUTRAL] All right. I can go ahead and take her.
[CUSTOMER][POSITIVE] Alright thank you [PII] I appreciate you. I'm just gonna let her know I'm gonna transfer her OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] On yeah when
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][POSITIVE] Hey, good morning.
[AGENT][POSITIVE] Hello, good morning, Miss [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing OK.
[AGENT][NEUTRAL] All right, um, I was advised that we have, um,
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] An issue with a refund. Um, I had a little bit of trouble understanding we were due a refund to you or um you received a refund already from us that you were not supposed to.
[CUSTOMER][NEGATIVE] No, I haven't, I haven't received the refund. I was calling because when I went out on short term disability in January, they took
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The premium out for January and February, and my job normally pays my premium even when I'm out sick. And I was calling to see if there was an overpayment because they told me that once my job made my payment, that they would refund those two premiums that they took out.
[CUSTOMER][NEGATIVE] And when I called 2 weeks ago, they told me that my policy was paid up past June.
[CUSTOMER][NEUTRAL] So I know it was an overpayment in there and that's what I was calling for.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I see here that the last time we tried to reach out, um, we intended to leave a voicemail, but it was full. Um, you should have received a call from Ms. [PII]. Um, I see that she is the person who got, um, all of the information or part of the information of what was going on with those refunds. Um, I will try to really quick, um, reach out to her.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, and see what we have. Does that sound good?
[CUSTOMER][NEUTRAL] I mean, I, do you have a number that I can reach her or can you transfer me?
[AGENT][NEUTRAL] Um, I will try to see if she's available, um, already because I believe she's start.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Working a little bit later today. Um, but allow me just a second to see um if there's any other person that has information about it, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm gonna go ahead and place you on a brief hold.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] For this year.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello, good morning, [PII]. This is [PII] in customer service. I have, I have policy 215.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] 0345.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, um, so we have an issue with um this insured or there's something going on that um we refunded money to her for overpaid premiums for certain months. I see that um [PII] was able to see that we mailed out those checks and I believe that she, on her notes, she says that they are showing cleared.
[AGENT][NEUTRAL] Um, that those were cashed, but she hasn't, um, she's stating that she hasn't received those checks. Um, I think we were supposed to look, um, if those were cashed and signed by her, um, but, uh, I don't see if we verified anything about that. Are you able to see?
[AGENT][NEUTRAL] Or confirm.
[CUSTOMER][NEUTRAL] Uh, unfortunately, no, um, let's see.
[AGENT][NEUTRAL] Um, notes go by um [PII].
[CUSTOMER][NEUTRAL] Just looking at the notes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me, let me contact [PII] and see if she's gotten a copy of those checks because she she requested them so I don't know if they would have sent them to her directly or not.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] See if she sees that really quick.
[CUSTOMER][NEUTRAL] Oh darn, let's see.
[CUSTOMER][NEUTRAL] She's on a call. Oh man, OK.
[CUSTOMER][NEGATIVE] Uh, so I don't know that the customer is going to appreciate it very much because I see that we've told a rude call her back a few times, but, um, the person that requested those checks is on a call at the moment, so.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It looks like she requested them on the [PII], so she should have them.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I apologize. I, I don't have any other information at this time.
[AGENT][NEUTRAL] Insured those premiums.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, yes, I understand. Um, I'll go, I'll get back to her um because she has been on the phone already for a minute. Um, I, I'll see what I can do. Thank you.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name again?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII], OK, I will, um, I'll get with uh [PII] and she responds I will let you know what she says.
[AGENT][POSITIVE] Mhm. All right, thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank you for holding and being patient, Ms. [PII]. Um, all right, I was able to get with um a person in billing because we were checking um the last notes from the policy state that we were checking of um who cashed the checks that.
[AGENT][NEUTRAL] Um, apparently the person who had access to the check is right now on a call and she's not able to verify. I know that we um have been intending to call you back with the results. Um, would you mind if I grab a callback number and give you a call as soon as she is free?
[CUSTOMER][NEUTRAL] Look, it's, it's not concerning those checks. We, that was figured out on the last call when I called about the overpayments for this year, they, the representative had it confused with the overpayments from last year.
[CUSTOMER][NEUTRAL] So those checks from last year, I did cash because those were the overpayments. When they, when I was off work.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] [PII], up until I went back in February.
[CUSTOMER][POSITIVE] APL took my premiums out, so when I got back to work in February and I realized that those payments were um taken out and my job still was making the payments, they refunded that back, so those checks were cash.
[CUSTOMER][NEUTRAL] Um, it's, it's my payments for this year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] This year, I went out in January and [PII]. I went out, I had to get my gallbladder removed and I had complications afterwards. So my payment for [PII] and [PII], they took out the premiums and they told me that once.
[CUSTOMER][NEGATIVE] My job in the payment for the premiums that they were gonna refund those payments. It, it's nothing with 2024. Everything is [PII] that I'm calling about now.
[AGENT][NEUTRAL] OK, I do see that there's no clarification about that here, and I apologize for that. Um, OK. I do not see, I do not see any um refund for this year, um, as you state, um, but.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Still, I will have to get on with this person since she has been um having information about it all. Um, if you don't mind, if and if it's OK, um, could you provide me a oh, OK, I have the callback number. Is there any time specific that you would like me to call back and verify whether um I can go ahead also and
[AGENT][NEUTRAL] The Person who issues the refund but it will have to be clarified first with um billing department would it be OK if I give you a call back with those um.
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][NEGATIVE] I mean, every time I call, somebody tell me they're gonna call me back and then they'll say that they call back and my voicemail is full. But I get voice messages everyday on my phone, so my voicemail is never full. So I don't know. I mean, I don't think people take it serious to call you back or whatever, but when I had this issue last year, it was resolved and one day when we, they realized it was an overpayment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] They sent my payment out and all this went on in one day. Now this year, I mean, it's like I'm getting a run around. If somebody is telling me they're gonna get with somebody and call me back and then nobody never call back.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I apologize for that and um and that's why I I I want to do my best in assisting you. um and um is there a specific time that I could call back? Um, I would say let me look at it really quick and see what time she can um she will be out of the meeting, um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] I mean, you can call back anytime.
[AGENT][NEUTRAL] Mhm. OK. Um, I see that she will be free at [PII], and that's the time I will try to get with her and, um, look at the checks and if the refund has been sent out. If it has not been sent out, I will work with my supervisor to have the check sent, um, as soon as possible. Um, I will say no later than today, um, and you.
[AGENT][NEUTRAL] Receive that check within 7 to 10 business days. Um, but still, I will have to look um with her if it has been sent out. If not, um, we will send those today.
[CUSTOMER][NEUTRAL] And it's, it's not from last year, it's from when I was sick and those payments came off of January and February [PII] because they keep getting confused because when they said they send out checks and then I cashed the check, I knew I didn't cash any checks or receive any checks from APL this year, but my short term disability. So if you could clarify that and tell them it's not from [PII] it's this year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] But can, is there any way you could tell me how far in advance my policy is paid up now?
[AGENT][NEUTRAL] Um, alright, let me just a second here.
[AGENT][NEUTRAL] Um, I see that it is paid, um, current, um, all the way until last, uh, all the way until May. It is paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'll, I'll, I guess I'll wait on the call again.
[AGENT][NEUTRAL] All right, and I apologize for that, Ms. [PII]. Um, I would, um, get with um Ms. [PII], who is the person in billing who um has been looking at this situation, um, and she will be free at [PII], so I will say, um, we will be calling anytime um after [PII] and before [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Mhm. You're welcome. You have a good one.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.