AccountId: 011433970860
ContactId: 41bf99d1-3bef-44ec-9c28-762bed134074
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159770 ms
Total Talk Time (AGENT): 55089 ms
Total Talk Time (CUSTOMER): 53367 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/41bf99d1-3bef-44ec-9c28-762bed134074_20250325T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], um,
[CUSTOMER][NEUTRAL] I have an account with y'all through my employer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I got a check
[CUSTOMER][NEUTRAL] And I just wanna verify that this.
[CUSTOMER][NEUTRAL] Something I'm supposed to get.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Yeah, you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 016484445
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], can I get a good callback number just in case I lose you?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then I just need to verify a few pieces of information. Um, what is your birth date?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what about your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly, what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Did it, did you have an EOB like an explanation of benefits attached to it, or did it have a claim number what you're looking at?
[CUSTOMER][NEUTRAL] I have a I have a check number to it.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] Check number 203-3819.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] What was the amount of that check?
[CUSTOMER][NEUTRAL] 500?
[AGENT][NEUTRAL] OK, yeah, it looks like this is a payment to you for your med link policy. Um, this was the benefit for the outpatient service, um, that you had [PII].
[CUSTOMER][NEUTRAL] OK. I don't remember what it was, but OK, I just wanted to make sure.
[AGENT][POSITIVE] Yeah, so yes, you're, you're good on that and that is your check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help with today?
[CUSTOMER][POSITIVE] Sweet. All right. Couldn't have come at a better time. Huh? That's it. Thank you.
[AGENT][POSITIVE] Yeah, right. Anything else I can help with today?
[AGENT][POSITIVE] OK, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.