AccountId: 011433970860
ContactId: 4e359dd1-05e3-47f5-bd29-268114506c3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303859 ms
Total Talk Time (AGENT): 82267 ms
Total Talk Time (CUSTOMER): 107146 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/4e359dd1-05e3-47f5-bd29-268114506c3e_20250218T15:12_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I have a provider's office on the line checking claim status.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the policy number is 2455568.
[AGENT][NEUTRAL] And do they have a callback number?
[CUSTOMER][NEUTRAL] [PII]. And her name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she is calling um um Lucas Scarfoam on this policy.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I verified her date of birth, the, I mean, the date of birth for Lucas, uh [PII]. Um and she gave me a date of service of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. All right. Here she comes. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I'm calling regarding a claim.
[AGENT][NEUTRAL] OK, and she told me it was for data service 8924 on Lucas Scar one.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what was the procedure code for that?
[CUSTOMER][NEUTRAL] 97153.
[AGENT][NEUTRAL] OK, it looks like we paid $10 on that.
[CUSTOMER][NEUTRAL] On the um 8-9-2024, uh, when was the payment? When was that payment made?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm showing 10:25. Hold on one moment. I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was paid 1025, 24.
[CUSTOMER][NEUTRAL] OK, we never received that payment. Does it show that it's still outstanding?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Hold on just a moment, I'll check.
[AGENT][NEUTRAL] 201.
[AGENT][POSITIVE] Yes, ma'am. It still shows outstanding.
[CUSTOMER][NEGATIVE] Oh we never received that, um.
[AGENT][NEUTRAL] Is the correct address.
[CUSTOMER][NEUTRAL] Is the payment you paper is a paper check?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that the correct address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we can get it void and reissued.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, that'll work for me.
[AGENT][POSITIVE] OK. I can get that done for you there.
[CUSTOMER][NEUTRAL] Is that just a single check of
[AGENT][NEUTRAL] Yes, ma'am, we do not issue void, I mean bulk checks.
[CUSTOMER][NEUTRAL] Both, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How long does that usually take?
[AGENT][NEUTRAL] 3 to 5 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That'll work.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, nope, that would be all. I like, um, can I get that claim number, please?
[AGENT][NEUTRAL] 352-226-0.
[CUSTOMER][NEUTRAL] OK, and you're [PII], um, a reference number for today?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, do you give um first initial to the last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for your help today.
[AGENT][POSITIVE] Thank you, [PII] for calling API. You have a good day.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] Thank you.