AccountId: 011433970860
ContactId: 00c3a6f2-dd27-4704-bd01-7dc7ee4ee86b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250160 ms
Total Talk Time (AGENT): 66988 ms
Total Talk Time (CUSTOMER): 151274 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/00c3a6f2-dd27-4704-bd01-7dc7ee4ee86b_20250127T18:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's [PII], heck of a nice guy. How you doing today?
[AGENT][POSITIVE] Well, hello, Mr. Heck of a nice guy. How are you doing today?
[CUSTOMER][NEUTRAL] Uh, I'm behind like, uh, 12 hours because our dog got sick last night [PII], so I'm working on 2 hours' worth of sleep. Yeah, it happens, you know, it's what happens when you, it's like buying a car with more bells and whistles, more things happen.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Yeah, I know. Here's my call back number so it's [PII].
[CUSTOMER][NEUTRAL] And basically I have a yeah I have an insured uh the policy number is 2538076.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] It's for
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], what's his last name? [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, his date of birth is [PII], but basically he the providers still asking him for, uh, the money that APL sent the paper check to, so he's just asking me the insured is what the check number and the day the check was paid or if it was cashed, and that was on claim number and tell me when you're ready.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Oh, it's [PII] it's 355-0912.
[CUSTOMER][NEUTRAL] That's the claims number for the amount of.
[CUSTOMER][NEUTRAL] $268.46.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] And you're just wanted to know if the check cleared, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, and the check number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Since, since he's asking me, he's a really nice guy. I don't know why they got so accustomed to calling me.
[CUSTOMER][POSITIVE] Because I'm a heck of a nice guy.
[AGENT][POSITIVE] That's because you're a nice guy. I was gonna say that.
[CUSTOMER][NEUTRAL] I know, but you know, I keep telling them you guys are super nice, but I guess they just get, they feel like they're overwhelmed, you know, they're talking to somebody in [PII] or something, but it's not the case.
[AGENT][POSITIVE] OK, I'm pulling it in now. The check, um, is still outstanding for radiology associates. The check um number is 202-264-4.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, hold on to, you're cutting in and out. God bless these uh voice over internet protocol. They never that good. It's 2022.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yes, 202-264-4.
[CUSTOMER][NEUTRAL] OK, and what's the date on that check?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, and uh, and, and what's the status of the check? You said it's still, it's still pending, meaning, meaning it hasn't been cashed?
[AGENT][POSITIVE] It's outstanding.
[AGENT][NEGATIVE] Right, it has not been cashed.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, but it's been mailed to the provider, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, uh, uh, I mean, uh, it's only been, you know, hasn't been that long. We're talking probably 10 or 11 days, so, OK, I'll, uh, I'll let him know. Alright, and, and, uh, and when the check is sent out, it's, it's uh, who is it? American Fadelity or is it an American public life check?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] OK, American Public Life. OK, thanks [PII].
[AGENT][POSITIVE] You're welcome. You have a good rest of your day. You too, sir. Bye-bye.
[CUSTOMER][POSITIVE] Alright you take care.
[CUSTOMER][POSITIVE] Thanks you too bye.