AccountId: 011433970860
ContactId: 8b94ed8a-5973-45a8-bfc6-4d7532bf0187
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254610 ms
Total Talk Time (AGENT): 84308 ms
Total Talk Time (CUSTOMER): 74285 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/8b94ed8a-5973-45a8-bfc6-4d7532bf0187_20250326T12:54_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII], and I'm trying to find out if a claim payment has been cashed. Our payment poster is having trouble locating it.
[AGENT][NEUTRAL] Sure, [PII] I.
[AGENT][NEUTRAL] Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] Policy number 243-8450.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to check the status of a payment. What is the date of service?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a procedure called [PII]?
[CUSTOMER][NEUTRAL] 99203.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] 992035.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] 2,018,470. Do you have the check number?
[CUSTOMER][NEUTRAL] I do. It is 2,018,470.
[AGENT][NEUTRAL] 184
[AGENT][NEGATIVE] Yes ma'am, it shows that it has not been, um, it hasn't been cleared. It was sent out [PII]. You've called about this before?
[CUSTOMER][NEUTRAL] Yeah, um, I verified that they said that it was, uh, mailed to our lockbox address where the payment should have gone to, which was [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but our payment poster couldn't locate it, so.
[CUSTOMER][NEUTRAL] She asked me to call and find out if that check had been cashed yet.
[AGENT][NEUTRAL] Thank you. OK, so it doesn't show that it's been cash, so I can send something to the finance department.
[AGENT][NEUTRAL] To see if um.
[AGENT][NEUTRAL] They can verify if it's been cashed or not and if it hasn't then they will void it in.
[AGENT][NEUTRAL] Reissue the check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Spell your name for me.
[AGENT][NEUTRAL] Is it [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] There is a terrible lag in my phone. I didn't mean to cut you off. What's going on this morning?
[AGENT][NEUTRAL] It's fine.
[AGENT][NEUTRAL] OK, so I'm just gonna put some send this information over to the finance department.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So they can reissue verify if it's been um cashed and reissue it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, just a reference number for our call.
[AGENT][NEUTRAL] Uh, we don't provide reference numbers. However, you can use my name and today's date as a reference is [PII]'s date.
[CUSTOMER][POSITIVE] OK perfect thank you very much I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APM. You have a great day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Goodbye.