AccountId: 011433970860
ContactId: 1dece869-e0a1-4f76-b639-4dceceb5b4c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138850 ms
Total Talk Time (AGENT): 67728 ms
Total Talk Time (CUSTOMER): 49930 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/1dece869-e0a1-4f76-b639-4dceceb5b4c8_20250128T21:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I received a check. I'm a patient. I received a check under my name and I was supposed to go to my doctor for a service.
[AGENT][NEUTRAL] OK, may I have your policy number and I'll look it up for you.
[CUSTOMER][NEUTRAL] Yes, it's 01611714.
[AGENT][NEUTRAL] I'm sorry, 1171.
[CUSTOMER][NEUTRAL] 4.
[AGENT][NEUTRAL] 4. And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Can you verify your name, your date of birth, and mailing address, please?
[CUSTOMER][NEUTRAL] [PII], um [PII] [PII].
[AGENT][NEUTRAL] And [PII], do you have an email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for verifying that information. And let me get this pulled up.
[AGENT][NEUTRAL] Do you have the claim number or check number?
[CUSTOMER][NEUTRAL] Check number is 2022808.
[AGENT][NEUTRAL] OK, and looks like this check process for 25629. OK, so we can do one of two things. You can forward the check to the provider.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Or you can forward the check back to us once we receive it, we can process it to the provider.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the address that I sent it to is the one on the pay stub, the PO box.
[AGENT][NEUTRAL] Yes. Is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, so I'll note the account and once it's received, we'll go ahead and process it over to the provider.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, Liv?
[CUSTOMER][POSITIVE] That's it. Have a blessed day.
[AGENT][POSITIVE] Thank you for calling American Public Life list. You have a great day as well. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, bye.