AccountId: 011433970860
ContactId: e870f222-9d05-4fed-b6df-91b8ac20e425
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 480500 ms
Total Talk Time (AGENT): 76478 ms
Total Talk Time (CUSTOMER): 106563 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/e870f222-9d05-4fed-b6df-91b8ac20e425_20250310T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII] and I was calling, um,
[CUSTOMER][NEUTRAL] I was off work for a couple of weeks.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] About 6 weeks in my job.
[CUSTOMER][NEUTRAL] Um, was supposed to be paying my.
[CUSTOMER][NEUTRAL] Insurance, the APL, and I was just calling to see if.
[CUSTOMER][NEUTRAL] They made the payment.
[CUSTOMER][NEGATIVE] If my job made the payment to APL yet because they had to take my premium out of my two payments.
[CUSTOMER][NEUTRAL] I don't know if I'm saying, am I saying it right? They took the the premiums out of my disability payment when they paid me and they told me they were gonna reimburse me once my job sent the payments in.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And I was just checking on that.
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] 2150345
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You want some sausage?
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII], what's your date of birth and mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][POSITIVE] [PII].
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm sorry, can you repeat the nature of your call?
[CUSTOMER][NEUTRAL] OK, I was out.
[CUSTOMER][NEUTRAL] [PII], and I, I received two short-term disability checks, but both of the payments they took out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like $250 I think $258 off the first payment and the second payment they took another $200 and something out and they said that.
[CUSTOMER][POSITIVE] On my job sent the payment in for my insurance that they would reimburse that back to me and I was just calling to see if my job made the payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I got it. So they deducted premium.
[CUSTOMER][NEGATIVE] I checked a couple of weeks ago and it wasn't made, yes ma'am.
[AGENT][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] I didn't say it right at first.
[AGENT][NEUTRAL] Yeah, I understood
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So as of [PII], 0 that's [PII]. Let me see.
[AGENT][NEUTRAL] OK, so these were just processed recently last month, OK.
[AGENT][NEUTRAL] OK, so the last activity, uh, regarding the premiums was [PII]. We've not received the premiums from your employer, um, but once we receive them and I can see that this has happened in the past, maybe in [PII], they'll be issued to you.
[AGENT][NEGATIVE] The overpaid, the, the overpaid premiums.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the, no.
[CUSTOMER][NEUTRAL] OK, I was just checking to see if they made it.
[AGENT][POSITIVE] OK, alrighty.
[AGENT][NEUTRAL] So you can probably check that next week or something like that if you want to and we can just review the notes.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am, that'll be it. I appreciate you.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Uh huh bye bye.