AccountId: 011433970860
ContactId: 6b3a0b37-e1a4-4e75-8a49-9c7e35a97683
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183800 ms
Total Talk Time (AGENT): 53747 ms
Total Talk Time (CUSTOMER): 89791 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/6b3a0b37-e1a4-4e75-8a49-9c7e35a97683_20250225T13:20_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I have a question about a claim that got paid.
[AGENT][NEUTRAL] OK, spell your name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. [PII]. OK. And what's the policy number and the claim number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The policy number is 02.
[CUSTOMER][NEUTRAL] 286-509 M as in mom L as in Larry 8.
[AGENT][NEUTRAL] And what is the claim number?
[CUSTOMER][NEUTRAL] I'll get you the claim number right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I actually got the letter. Hold on. 356-588-85.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And what is your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII] and email address is [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] Uh, my first name [PII].
[AGENT][NEUTRAL] OK, thanks for verifying that for me, [PII]. And so you had a question. What question did you have regarding 356?
[AGENT][NEUTRAL] 58885.
[CUSTOMER][NEUTRAL] The app the paperwork that it says like the whole explanation and it says here pay to provider so are you guys paying um.
[CUSTOMER][NEUTRAL] The Vita MD group holding or are you guys paying me?
[AGENT][NEUTRAL] The provider Bittel MD Group Holdings. Mhm.
[CUSTOMER][NEUTRAL] The provider, so it will be Vita.
[CUSTOMER][POSITIVE] OK. OK, perfect. All right, that's, that's all my question.
[AGENT][NEUTRAL] OK. Any other questions, [PII]?
[CUSTOMER][NEUTRAL] No, that's, oh, would that be sent directly or something that takes forever to for them to get paid?
[AGENT][NEUTRAL] So it processed on the [PII], so the check would have released on the [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mail to their address.
[CUSTOMER][NEUTRAL] So they should have
[CUSTOMER][NEUTRAL] So they should have gone in there already?
[AGENT][NEUTRAL] Uh, you'll have to confirm with them if they've received it. I have no idea if they've received it or not. It went out, left our office on the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Alrighty, any other questions, [PII]?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Alrighty thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Likewise bye bye.