AccountId: 011433970860
ContactId: 7e6c7d07-1f9b-4553-8c86-b2e51654ec30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353959 ms
Total Talk Time (AGENT): 55326 ms
Total Talk Time (CUSTOMER): 68221 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/7e6c7d07-1f9b-4553-8c86-b2e51654ec30_20250530T17:42_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office.
[CUSTOMER][NEUTRAL] To the claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, right. [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yeah, one minute. You're asking tax ID or member ID?
[AGENT][NEUTRAL] policy number, member ID.
[CUSTOMER][NEUTRAL] Yeah, I don't have the member ID. I have only the check number and the check amount.
[CUSTOMER][NEUTRAL] I need the copy of you will be through fax.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What do you
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] What's the check number?
[CUSTOMER][NEUTRAL] And the check number is 100.
[CUSTOMER][NEUTRAL] 139
[CUSTOMER][NEUTRAL] 637 8.
[AGENT][NEUTRAL] Oh wait
[AGENT][NEUTRAL] Wait 100139678?
[CUSTOMER][NEUTRAL] Yeah, OK. Yeah.
[AGENT][NEUTRAL] Some that
[CUSTOMER][NEUTRAL] 637 8.
[AGENT][NEGATIVE] That's too many numbers.
[CUSTOMER][NEUTRAL] Actually, 10 numbers.
[AGENT][NEUTRAL] That's not, it can't be one of our check numbers that's too many numbers.
[AGENT][NEUTRAL] And you sure it came from us?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Quick my diagnostic.
[AGENT][NEUTRAL] I said, you sure
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] You're asking
[AGENT][NEUTRAL] So and, and you're sure the check came from us because that's too many numbers to be one of our check numbers.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] How many digits uh have the, uh have the uh check numbers?
[AGENT][NEGATIVE] I don't know, but it's when I put it in, it, it, I run out of room to put that. So that's telling me that that that check number is too long for our system.
[CUSTOMER][NEUTRAL] This is American Progressive Life, right?
[AGENT][NEUTRAL] We're American public life.
[CUSTOMER][NEUTRAL] Uh, American public life and uh progressive life is different or the same only?
[AGENT][NEUTRAL] Progressive life is different.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling you have a good day.
[CUSTOMER][NEUTRAL] Uh, actually, sorry, sorry for the interrupt uh. You have the American Progressive Life Insurance number?
[AGENT][NEUTRAL] No, I've never heard of them.
[CUSTOMER][NEUTRAL] Contact number?
[CUSTOMER][NEUTRAL] I don't know the.
[AGENT][NEUTRAL] No, I don't. I've never heard of that company.
[CUSTOMER][NEUTRAL] Call numbers.
[CUSTOMER][POSITIVE] Yeah, OK. Thank you so much.
[AGENT][POSITIVE] Have a good day.