AccountId: 011433970860
ContactId: 9c798203-fe2f-48c2-b4ea-4f3cf6298a0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209600 ms
Total Talk Time (AGENT): 71529 ms
Total Talk Time (CUSTOMER): 97205 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/9c798203-fe2f-48c2-b4ea-4f3cf6298a0f_20250505T18:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, [PII]. My name is [PII]. initials of my last name is [PII], calling from the provider's office, and we do have received a check from your side, and it's without any patient information or uh UOP of this check. So could you please uh able to help me locate a patient information or a UOB for this check?
[AGENT][NEUTRAL] OK, so you've received a check, but you do not know who it is for, is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] OK [PII], yes, I can try and help you with this. What is your callback number please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. And so you don't have any information other than the check number?
[CUSTOMER][NEUTRAL] I have the check number and uh they do uh have the claim number and the check and the check date and the amount of the check.
[AGENT][NEUTRAL] OK, what's the check number?
[CUSTOMER][NEUTRAL] Yeah, the check number is 0073515518.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, so that's gonna, OK, who was the check from?
[CUSTOMER][NEUTRAL] It's from uh uh American Life Insurance Company.
[AGENT][NEUTRAL] It states American Life Insurance.
[CUSTOMER][NEUTRAL] Mm, yes.
[AGENT][NEUTRAL] OK, so I'm not with American Life Insurance.
[CUSTOMER][NEUTRAL] And just
[CUSTOMER][NEUTRAL] Just give me a second. In the front, it's just showing, uh, I can spell that name. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. American Life Insurance Company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, but I'm not with American Life Insurance Company.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm with American Public Life Insurance. That's a different company name than what you've given me.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You said that the check says American Life Insurance. So, yes, sir, you would need to contact them regarding that check because that's not one of our check numbers.
[CUSTOMER][NEUTRAL] Yeah, OK, so this is.
[CUSTOMER][NEUTRAL] Mm, yeah, OK. I got it. So you are a public insurance company, right?
[AGENT][NEUTRAL] I'm American.
[AGENT][NEUTRAL] Public.
[AGENT][NEUTRAL] Life insurance.
[CUSTOMER][NEUTRAL] Mm, yeah, OK, [PII]. Thank you. And do you have a phone number for a life insurance company by any chance?
[AGENT][NEUTRAL] No, sir, you would just have to look that up. I'm sorry.
[CUSTOMER][POSITIVE] Mm, yeah, OK, [PII]. Thank you. Thanks for this information and uh yeah, have a nice day. Bye for now.
[AGENT][POSITIVE] Well, you're welcome. You too, [PII], and thank you for calling APL if that's all I can help you with. I hope you have a nice day also.
[CUSTOMER][NEUTRAL] Yeah, you too. Bye bye.
[AGENT][POSITIVE] Oh, thank you. Bye-bye.