AccountId: 011433970860
ContactId: 3fa63c84-73b4-4c3f-9e17-081dbbe51e23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179119 ms
Total Talk Time (AGENT): 58644 ms
Total Talk Time (CUSTOMER): 98694 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/3fa63c84-73b4-4c3f-9e17-081dbbe51e23_20250204T20:32_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's uh [PII], heck of a nice guy. How are you today?
[AGENT][POSITIVE] I'm good, [PII], how are you?
[CUSTOMER][POSITIVE] Yeah, I'm good. Hey, I'm just checking on a lost soul, um, so you, you, yeah, because heaven forbid they call you guys. I always say you guys are so nice, but they always wanna call me. Don't ask me why. Um, you ready for the policy? I am a nice guy. I know. Can I, can I give you the policy number? You want the call back number first?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Because you're nice too.
[AGENT][POSITIVE] Um, uh, I'm ready.
[AGENT][NEUTRAL] Let me have the policy number, then the call back.
[CUSTOMER][NEUTRAL] OK, policy number is 2517201.
[CUSTOMER][NEUTRAL] And my and my best call back number is [PII].
[AGENT][NEUTRAL] And what's the employee's name and date of birth?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yeah, it's sure, [PII] and um her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And let me just get back to the email, um, so.
[AGENT][NEUTRAL] This is for claim status [PII]?
[CUSTOMER][NEUTRAL] I'm just
[CUSTOMER][NEUTRAL] Yeah, it's for claim status. I just wanna see um it's a pending claim of 354-468-1.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is that date of service [PII]?
[CUSTOMER][NEUTRAL] Uh, let me just check my flurry of emails.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I think it's the only one she had. I would say yes on that one.
[AGENT][NEUTRAL] It, OK, alright, so, so this was reprocessed on [PII], uh, issued a payment of $160.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Even
[AGENT][NEUTRAL] Even, mhm.
[CUSTOMER][NEUTRAL] OK, to, to whom the provider or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and by what means, by EFT or just by check?
[AGENT][NEUTRAL] Issued by check.
[CUSTOMER][NEUTRAL] OK, can I have the, would you have the check number per se?
[AGENT][NEUTRAL] I do. That number is 202.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5470.
[CUSTOMER][NEUTRAL] OK, alright, and that was kind of mailed out what on the like the [PII] or something?
[AGENT][NEUTRAL] Uh, that's kind of the [PII], um, so.
[AGENT][NEUTRAL] No, that's the end of January. Never mind.
[CUSTOMER][NEUTRAL] Yeah, I know, I'm forgetting myself. It is the end of June. Yeah, I know.
[AGENT][NEUTRAL] Month is going really fast, so the [PII] was a Friday, so it would have mailed out the [PII], so just yesterday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII], yesterday. God, I got spidey senses. Do I know my people or what? OK. Thank you so much. All right. All right, you take care.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, right.
[AGENT][POSITIVE] All right. Any other questions, [PII]? You too. Thanks for calling.
[CUSTOMER][POSITIVE] No, we're good thank you so much all right bye bye.
[AGENT][POSITIVE] Thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You as well.