AccountId: 011433970860
ContactId: 7901565e-78c8-482b-9ecb-9a513bfb4309
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117919 ms
Total Talk Time (AGENT): 42631 ms
Total Talk Time (CUSTOMER): 79648 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/7901565e-78c8-482b-9ecb-9a513bfb4309_20250228T17:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Altra Dental. I had just spoke to a representative named [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] In reference to a payment that she was gonna put a trace on, but we literally just got the payment in the mail right now so she doesn't have to do anything because we actually did receive the check.
[AGENT][NEUTRAL] All right. What is the policy number?
[CUSTOMER][NEUTRAL] It is 1,777,790.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Handy 7189. I gotta go home, meet a plumber [PII] [PII], pick up [PII] at [PII]. Take the Lexus to the window shop to get a new windshield.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me see, [PII] with me just one second.
[CUSTOMER][NEUTRAL] And it was data service 1925.
[CUSTOMER][NEUTRAL] And then tomorrow [PII] works tomorrow morning [PII] and then paying him a birthday party at [PII].
[AGENT][NEUTRAL] And so that was for.
[CUSTOMER][NEUTRAL] The payment was for $612.
[AGENT][NEUTRAL] Claim number
[CUSTOMER][POSITIVE] They sent it out on the [PII]. We literally like the boss is right behind me. He just opened it up.
[AGENT][NEUTRAL] And y'all just got it?
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] And I had just hung up with her, but it took us a month, yes, to get that.
[AGENT][NEUTRAL] Did that go to [PII]?
[AGENT][POSITIVE] Wow, that's amazing. OK, let me just.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, so I didn't want her to stop the check because we're gonna cash it that way there's no issues.
[AGENT][NEUTRAL] OK, yeah, I'm gonna let her know just to cancel that request.
[CUSTOMER][NEGATIVE] Oh, it's so freaking busy every day.
[CUSTOMER][POSITIVE] Yep, yep, because we literally just received the payment.
[AGENT][NEUTRAL] That is so crazy.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEGATIVE] Oh my gosh. OK, I'm letting her know to cancel that request.
[CUSTOMER][POSITIVE] Perfect alrighty and that's all I was calling back for.
[AGENT][POSITIVE] All right, I'll let her know and thank you, [PII], for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you.