AccountId: 011433970860
ContactId: fe0c11f8-e02a-4e25-8d31-4ce2dddc9985
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341239 ms
Total Talk Time (AGENT): 127747 ms
Total Talk Time (CUSTOMER): 117062 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/fe0c11f8-e02a-4e25-8d31-4ce2dddc9985_20250403T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good, I have um an insured on the phone. Her name is [PII]. She's with APFA but it looks like we issued a refund of premium check to her and she states that she received a letter from APL, um, something about reissuing that check.
[CUSTOMER][NEUTRAL] Um, I do have the check number if you need that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That number is 186-811-17.
[CUSTOMER][NEUTRAL] So check for 120.
[AGENT][NEUTRAL] Um, and she's needing it reissued.
[CUSTOMER][NEGATIVE] She said that she received a letter but I'm in correspondence and I don't see anything.
[CUSTOMER][NEUTRAL] Regarding that and because it's prior to [PII].
[CUSTOMER][NEUTRAL] I'm sending it to group billing to check it out and it's our check.
[CUSTOMER][NEUTRAL] I don't see any notes either, but I don't see anything in.
[CUSTOMER][NEUTRAL] Um, well, there's something. Let's see what this is.
[CUSTOMER][NEUTRAL] She said there's a letter stating something about it being um reissued or something.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Refund overpayment.
[AGENT][NEUTRAL] Uh, yeah, I mean, I'm sure it probably needs to be reissued.
[AGENT][NEUTRAL] Because it's gonna be out of the.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Scale dated.
[AGENT][NEUTRAL] Yeah, out of the 120 days or whatever it is.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Just to check.
[AGENT][NEUTRAL] Um, OK, you can, I guess send it to me.
[CUSTOMER][POSITIVE] Alright, here she comes. Thank you.
[CUSTOMER][NEUTRAL] Uh, do you need the policy number, [PII]?
[AGENT][NEUTRAL] Uh, I got it.
[CUSTOMER][NEUTRAL] OK, here she comes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because I.
[CUSTOMER][NEGATIVE] Received a letter from APL that said I overpaid and um they issued me a check. I didn't cash it and they want to issue a new one.
[AGENT][NEUTRAL] OK, we can do that. Um, the, uh, check 186-8117 for $120.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Alrighty, I will put this request in, we'll get it reissued. Is the address that we have on file correct?
[CUSTOMER][NEUTRAL] What do you have on file?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, that's it and what does come in an APL envelope or?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So I'm surprised I missed it, OK.
[AGENT][NEUTRAL] But yes, ma'am. I'll get this request in and get this, uh, the old check voided and reissued and, uh, you should receive it within, uh, within like 7 to 14 business days.
[CUSTOMER][NEUTRAL] OK and um.
[CUSTOMER][NEUTRAL] So I know that this same insurance is not handled by APL it's something else, but the other customer service rep said she could pass me over to them.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Well, I'm not really sure who took over. Hang on one second. Let me see if I can figure it out.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, alright, I'll have to get you over to Fidelity and let me get that number pulled up. There is.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] It's Fidelity, I thought it was country something.
[AGENT][NEUTRAL] Um, well, the last email that I received was if you had any coverage or claim questions, uh, to refer them to Fidelity's APFA customer service.
[AGENT][NEUTRAL] So, um, you'd need to speak with Fidelity as far as anything after [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me find that phone number.
[AGENT][NEUTRAL] I'm on the computer.
[AGENT][NEUTRAL] Alright, do you have that phone number or do you want me to transfer you?
[CUSTOMER][NEUTRAL] I don't have it, no.
[AGENT][NEUTRAL] OK, the phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and it says to um choose option two.
[CUSTOMER][NEUTRAL] OK, all right, but you're gonna pass me over there, right?
[AGENT][POSITIVE] Yes, ma'am, I sure can. If you'll hang on one second, I'll get you over there.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Thank you for calling customer service for the ATFA supplemental.