AccountId: 011433970860
ContactId: 5940d90b-d324-4547-ae34-75a7acf4449f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206009 ms
Total Talk Time (AGENT): 78949 ms
Total Talk Time (CUSTOMER): 61408 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/5940d90b-d324-4547-ae34-75a7acf4449f_20250527T14:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from the provider's office on a claim.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] 01611564.
[CUSTOMER][NEUTRAL] ML 8
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you did say you were calling for status.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I do have status really I'm calling status on the check because last time I called the check was issued but had not cleared.
[AGENT][NEUTRAL] OK, and do you have a claim number?
[CUSTOMER][NEUTRAL] 356-696-1
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, just for a data service [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and I check for $250.
[AGENT][NEUTRAL] Let's see it was issued back in February, OK.
[AGENT][NEUTRAL] Let's see, and where should the check have been um sent?
[AGENT][NEUTRAL] Just verify the address is correct.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you for that. OK, um, what I will do is go ahead and put in a request for a uh for them to void the check and reissue.
[CUSTOMER][NEUTRAL] OK, so it has not cleared?
[AGENT][NEGATIVE] I still show that it has not cleared.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be all. How long should we allow?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Uh, the request will be completed within 48 hours and, um, mailed out again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That'll be it. May I have a call reference number, please?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] To reference our call, you'll use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Mhm. Bye-bye.
[AGENT][NEUTRAL] Bye bye.