AccountId: 011433970860
ContactId: 6e1f084f-2ae1-4757-91f8-2b0c6f6b1738
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377049 ms
Total Talk Time (AGENT): 116452 ms
Total Talk Time (CUSTOMER): 95988 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/6e1f084f-2ae1-4757-91f8-2b0c6f6b1738_20250331T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] Uh, yes, I had received a check and I was just trying to verify if um I just wasn't expecting it so I was just verifying it, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. I can help you with your check. Can you please give me your name?
[AGENT][NEUTRAL] And your policy number.
[CUSTOMER][NEUTRAL] Don't
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Policy number is 02486519.
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, a phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][NEUTRAL] OK, and then one last verification, can you give me your cell phone number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you sir and if we get disconnected is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, sir. And can you give me the check number?
[CUSTOMER][NEUTRAL] Uh, yeah, give me one second please.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I got the car real quick here. Let's see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, check number 2,029,150.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Can you hear me, Mr. [PII]?
[CUSTOMER][POSITIVE] Yes I can.
[AGENT][NEUTRAL] OK, we lost each other there for a moment. Can I get that check number please?
[CUSTOMER][NEUTRAL] Oh yeah, I'm sorry it's uh 202.
[CUSTOMER][NEUTRAL] 9150
[AGENT][NEUTRAL] OK, let me look up that check.
[CUSTOMER][NEUTRAL] R
[AGENT][NEUTRAL] OK, and the check amount was $122 so let me see.
[AGENT][NEUTRAL] Could have been a claim that was sent in, so let me look real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look at the notes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be just a second. I'm trying to pull in some information, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was for a claim, sir, on your policy, um 2486519.
[AGENT][NEUTRAL] The payment went to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And everything is good.
[CUSTOMER][NEUTRAL] OK, you don't.
[CUSTOMER][NEUTRAL] You know anything about the date of services or the facility that I went to by chance? I don't remember going anywhere on that day.
[AGENT][NEUTRAL] OK. Let me look.
[CUSTOMER][POSITIVE] OK, I'm sorry.
[AGENT][NEUTRAL] No, it's OK. We'll get down to the bottom of it. Do you see a claim number or a reference number on the check?
[CUSTOMER][NEUTRAL] Uh huh, yeah, I do. The reference number is the same as my policy number, but I do have a different number for the claim.
[AGENT][NEUTRAL] What is that
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] 356 6.
[CUSTOMER][NEUTRAL] 899
[AGENT][NEUTRAL] OK, let me go and look up that claim real quick.
[AGENT][NEUTRAL] OK, it's um for radiology associates.
[CUSTOMER][POSITIVE] OK, I got you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It was, yes, sir. That's what it was, the payment for radiology associates.
[CUSTOMER][POSITIVE] OK, I think I'm good with that. Thank you so much for looking into it.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with, Mr. um [PII] before we go?
[CUSTOMER][POSITIVE] Uh, no, I think that's all, thank you.
[AGENT][POSITIVE] You're welcome and you be safe driving on the road and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright thank you bye.
[AGENT][NEUTRAL] Bye-bye, sir.