AccountId: 011433970860
ContactId: f84b8304-6976-48d4-8fdf-478e15cb4c05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253889 ms
Total Talk Time (AGENT): 116517 ms
Total Talk Time (CUSTOMER): 95476 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/f84b8304-6976-48d4-8fdf-478e15cb4c05_20250319T21:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, uh, I got a check from you guys for what does it say refund for overpayment.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I never opened the envelope for a while.
[CUSTOMER][NEUTRAL] And now she says hello?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I'm here. Mhm.
[CUSTOMER][NEUTRAL] Hello. The chick says uh boy after 120 days and we're way past 120 days.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Oh boy
[AGENT][POSITIVE] OK. All right. Sure, I can assist you with that. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure. The name is [PII] The number is [PII].
[AGENT][NEUTRAL] OK. And this is for a group or this is your personal policy, Mr. [PII]?
[CUSTOMER][NEUTRAL] I, I, I'm pretty sure this is, that's not personal. It's a group policy.
[AGENT][NEUTRAL] OK. Do you have a group number?
[CUSTOMER][NEUTRAL] I have a policy number. How's that?
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 37418.
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 386-58
[CUSTOMER][NEUTRAL] 02240979
[CUSTOMER][NEUTRAL] 02242288
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And there's something like it says the PRD number.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me just pull one of these and see um OK.
[AGENT][NEUTRAL] Mr. [PII], for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII]. What else did you need?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mailing address
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you have several policies with us.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK. No problem. OK, so basically they send you a refund for all of your policies. You have 1234 policies with us. OK, and um so you said it's passed. What is the date on that check?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes. Uh-huh. OK. So, uh, in this case, the best thing to do is to send that check back to us, right void on top of it, which more than likely is already void in the bank but just for security, um, and send it back to us so we can reissue that check again.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, and let me see, do I send it to [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Let me double check that address because we have had some changes, so let me go ahead and check.
[AGENT][NEUTRAL] Let's see, so you said it's [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yeah, that's the general mailing address. Yes, you can send it there.
[CUSTOMER][NEUTRAL] OK, and do I need to put anything on it?
[AGENT][NEUTRAL] Just, um, just put void and uh you can just like make a circle on the 120 days voided or just the date so they know exactly why you're sending it back or you can just add a note indicating you would like to have this reissued.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] All right, I'll do that today.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Mm bye.
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] Hm.