AccountId: 011433970860
ContactId: 98a59e76-6b54-464f-b9e9-fdf15b9c0c1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136470 ms
Total Talk Time (AGENT): 50458 ms
Total Talk Time (CUSTOMER): 77542 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/98a59e76-6b54-464f-b9e9-fdf15b9c0c1b_20250205T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], this is [PII], tech of a nice guy. How are you today?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] Yeah good I'm just checking to see if the uh a claim check has been cashed by a provider or not so um do you want me to give you the person's policy number?
[AGENT][NEUTRAL] Uh, sure, I can check on a claim for you. I'm so sorry, um, you did say your name was [PII]?
[CUSTOMER][NEUTRAL] Oh yeah [PII].
[AGENT][NEUTRAL] OK, and who are you with? I'm sorry.
[CUSTOMER][NEUTRAL] Oh, I'm just an agent for APL, so I'm the broker.
[AGENT][POSITIVE] Oh got you OK um really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] And then I can go ahead and take that policy number, please.
[CUSTOMER][NEUTRAL] It's 253-807-6.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEUTRAL] Um, and that's, yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Guy's name is [PII].
[AGENT][NEUTRAL] OK. Do you have his date of birth?
[CUSTOMER][NEUTRAL] Yeah, of course, yeah, unlike most I'm jiggy with it, it's [PII].
[AGENT][NEUTRAL] Thank you for verifying that. OK, and then let's see, what was the date of service for the client, please?
[CUSTOMER][NEUTRAL] Hold on, let me see if I have that here somewhere. Well, I have a.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have a check number. I just, can you just check by the check number?
[CUSTOMER][NEUTRAL] Uh, if it's been cashed yet or not? OK.
[AGENT][POSITIVE] Oh sure. Oh yeah, of course.
[CUSTOMER][NEUTRAL] Alright, so the check number is 2022644.
[CUSTOMER][NEUTRAL] The date of the check was the [PII]. I know it's still kind of a little bit, you know, but I just wanted to see if it's checked by the Hollywood. I think it's called Hollywood radiology.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, OK, [PII] Associates of Hollywood Inc, um, so I am showing that the check cleared, uh, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, cool beans, right, thank you so much.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's, that's hope all your questions are this easy. You take it easy, OK?
[AGENT][POSITIVE] Me too, thanks [PII]. I hope you have a great rest of your day bye bye.
[CUSTOMER][POSITIVE] Thanks alright bye bye.