AccountId: 011433970860
ContactId: 68fa81fb-8cd9-43cb-ae1a-0461642f73a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119389 ms
Total Talk Time (AGENT): 48539 ms
Total Talk Time (CUSTOMER): 43771 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/68fa81fb-8cd9-43cb-ae1a-0461642f73a2_20250108T16:28_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, good morning, [PII]. My name is [PII]. I'm calling with the provider's office. I'm only calling in regards to a check that we received. It's actually the first time we receive any payments from you all. Um, do I notice that there's no bank on the check?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was wondering if you could provide that information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me take a look. Um, can I get a callback number for you?
[CUSTOMER][NEUTRAL] Yes, callback number it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 02569916.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] And your, uh, is what is the data service in question?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling to see the, you're wanting the bank name?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the bank name is Bank of Oklahoma.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect is there a reference number for the information provided today?
[AGENT][NEUTRAL] Yes, ma'am. To reference our call, you will use my name, [PII] and today's date.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be it thank you so much.
[AGENT][POSITIVE] You have a wonderful day thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you too bye.
[AGENT][NEUTRAL] Bye bye.