AccountId: 011433970860
ContactId: 8bb2136b-ea86-44ff-9467-513aaa3d5767
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144779 ms
Total Talk Time (AGENT): 54158 ms
Total Talk Time (CUSTOMER): 69980 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/8bb2136b-ea86-44ff-9467-513aaa3d5767_20250425T19:55_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling on behalf of Doctor [PII]'s office.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We had uh that payment on a check and I'm not really sure why or who was the patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me take a look at that.
[AGENT][NEUTRAL] Uh, oh, you don't know. So is there a policy number?
[CUSTOMER][NEUTRAL] No, because I don't know who it was taken from, from the patient.
[AGENT][NEUTRAL] OK, I guess I'm confused. So did you guys try to.
[CUSTOMER][NEUTRAL] It, I mean, I just got this from, from our.
[AGENT][NEGATIVE] Try to deposit the check and it came back.
[CUSTOMER][NEUTRAL] We, we did deposit the check and then our bank sent a letter that it was a stop payment.
[AGENT][NEUTRAL] Mhm. Stop payment on it. OK. Do you have the check number?
[CUSTOMER][NEUTRAL] I do. Let me see. It's pretty small, but OK. Check number is 133707. 0 my gosh, it's so little. Hang on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0812
[AGENT][NEUTRAL] Hm. So 1337070812?
[CUSTOMER][NEUTRAL] Yeah and there's a claim number on here also.
[AGENT][NEUTRAL] OK, because that's not one of our check numbers. What is the claim number?
[CUSTOMER][NEUTRAL] Um, 10242471.
[CUSTOMER][NEUTRAL] 6909.
[AGENT][NEUTRAL] OK. And yeah, that is not one of our uh claim numbers. Are you sure you're sure you have the right insurance company?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We are American Public Life.
[CUSTOMER][NEGATIVE] Well, no.
[CUSTOMER][NEUTRAL] OK, this says American Republic Insurance Company.
[AGENT][NEUTRAL] OK, that is not uh our company.
[CUSTOMER][POSITIVE] Oh, OK. I'll check online again then. Thank you.
[AGENT][POSITIVE] OK. You're welcome. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank.