AccountId: 011433970860
ContactId: 2761337b-fe57-41e5-ac93-3906249c24cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410579 ms
Total Talk Time (AGENT): 169072 ms
Total Talk Time (CUSTOMER): 168047 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/2761337b-fe57-41e5-ac93-3906249c24cd_20250528T16:48_UTC.wav
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[CUSTOMER][NEUTRAL] you are the 3.
[AGENT][NEUTRAL] Calling Excel. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, this is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is Doctor [PII] and uh I somebody had called here earlier and I wasn't here and uh something about um uh for [PII], uh the uh subscriber ID is 02604339 and it's for [PII] and and [PII] is his uh son.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they had something about
[CUSTOMER][NEGATIVE] The check or something, but we got a payment for [PII], but we didn't get for cannon or linen.
[AGENT][NEUTRAL] OK. All right. And your name was um Doctor, what was your first, your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My name's [PII], and yeah, [PII] is the doctor.
[CUSTOMER][NEUTRAL] And his ID
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 234-683-543.
[AGENT][NEUTRAL] At
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] All right, so you're
[CUSTOMER][NEUTRAL] Let me take you off speaker just a second.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, there I can hear you better now you're on speaker.
[AGENT][NEUTRAL] That's OK. OK.
[AGENT][NEUTRAL] So you're calling because somebody called you about a check, is that correct?
[CUSTOMER][POSITIVE] Yes, yes, it was, this was actually for, yes, for [PII].
[AGENT][NEUTRAL] From our company.
[CUSTOMER][NEUTRAL] And it was on uh.
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] And it was the date for [PII] was on.
[CUSTOMER][NEUTRAL] I'll just put it out here, um.
[CUSTOMER][NEUTRAL] [PII] is 25.
[AGENT][NEUTRAL] OK, so it was for a claim and they were just needing additional information or was it the claims department that called?
[CUSTOMER][NEUTRAL] I, I see, I, I wasn't here. I wasn't here, so something about.
[CUSTOMER][NEUTRAL] Uh, the address, but we got like so we got the payment already for the dad.
[CUSTOMER][NEUTRAL] So I don't know what's going on.
[AGENT][NEUTRAL] OK, and they were needing address to send payment to you for [PII]?
[CUSTOMER][NEUTRAL] I'm assuming I, I don't know exactly what was, like I said I wasn't here.
[AGENT][NEUTRAL] Yes ma'am, I understand.
[AGENT][NEUTRAL] OK, I'm going to go ahead and transfer you on over to the claims department so that they can assist you further, um, because I'm I'm thinking by what you're telling me that that's probably who tried to call you.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] So it's gonna be a brief hold while I transfer you on over so you can get further assistance, and we certainly appreciate you calling Miss [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] You take care, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] I've got, hey, I've got um Miss [PII] on the phone.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] She, yeah, her name is [PII]. She's calling from the provider's office, the dental office, um, her callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She is calling about policy number 2604339.
[AGENT][NEUTRAL] For part 3, Canon.
[AGENT][NEUTRAL] She said that she received, she wasn't there, a message was left for somebody to call back about the address to send the claims check to, but I don't have any notes to see who it was that called her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] And she's returning the call because a message was left.
[CUSTOMER][NEUTRAL] Oh, let me
[CUSTOMER][NEUTRAL] OK, uh, let me do something real quick. I'm gonna see if I can.
[CUSTOMER][NEUTRAL] I'm wondering like do we uh we got a return check.
[CUSTOMER][NEUTRAL] But it looks like it was processed.
[CUSTOMER][NEUTRAL] Today
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm gonna see what the claim says.
[AGENT][NEUTRAL] OK, and I'm gonna go back to her and just let her know that we're doing a little research but we haven't forgot about her.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Hi Miss [PII]?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] Hi this is [PII] I would just want to let you know we have not forgot about you. I've called the claims department and they're doing a little research to find out who it was that called for you so we can make sure we get you to the correct person OK?
[CUSTOMER][NEUTRAL] Oh, OK, like I said, and I, I had the, uh, bye.
[AGENT][POSITIVE] All right, thank you, ma'am.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Alright, she's on the other line.
[AGENT][NEUTRAL] She was holding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it looks like we have mailed it to a [PII].
[CUSTOMER][NEUTRAL] So I mean I can verify that it looks like it's already been released and we can just go ahead and pull it before it gets put out there if that's wrong but um yeah it looks like it was [PII] like she got a return check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, and then called and left a message and then she's calling back. OK, got you. I'm gonna go ahead and let her talk to you so you can give her the information and then if something needs to be changed. OK, thank you [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye-bye.