AccountId: 011433970860
ContactId: a2681577-fae6-49ff-8d11-3a5137ada1b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257238 ms
Total Talk Time (AGENT): 90051 ms
Total Talk Time (CUSTOMER): 50369 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/a2681577-fae6-49ff-8d11-3a5137ada1b5_20250228T15:37_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Oh [PII], hi, my name is [PII]. I'm calling from Anderson Radilogy, um, and I spoke to someone on the [PII], and they were gonna issue a check tracer for a claim. Uh, we never received payment on, so I was needing to follow up on that.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I'd love to help you look at that, Ms. [PII], and do you have the, do you mind real quick if I snag a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And what's the policy number that check was issued on?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] 02137692
[AGENT][NEUTRAL] Alright, let me find out that information for you.
[AGENT][NEUTRAL] And would you be able to verify pretty please the
[AGENT][NEUTRAL] Name of the member the check was issued for and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Sorry, now I just have spinning circles. One second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, bear with me just a moment, please.
[AGENT][NEUTRAL] All righty, it looks like from what I'm seeing is
[AGENT][NEUTRAL] I just wanna read these notes, one second.
[AGENT][NEUTRAL] Alright, it looks like they reprocessed that check to be reissued for you on the [PII], which means it would have been mailed out on the yesterday on the [PII], so that check should be coming your way.
[CUSTOMER][NEUTRAL] OK, is there a check number?
[AGENT][POSITIVE] Um, let me, that's an excellent question. Let me take a look.
[CUSTOMER][NEUTRAL] And can I have the first initial of your last name?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][POSITIVE] OK, it looks like the new check number is going to be, oh I'm so sorry uh.
[AGENT][NEUTRAL] I should have asked, are you ready to write it down?
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] OK, I'm sorry, thank you. I have 202-9503.
[CUSTOMER][NEUTRAL] OK and you said it was on the.
[CUSTOMER][NEUTRAL] 26.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And it, it was for $99.
[AGENT][NEUTRAL] $99 even, yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright, thank you very much.
[AGENT][POSITIVE] Hey, yes, it's my pleasure thank you so much for giving us a call and if there's anything else you need just reach on out we're always here to help.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure. Thank you. Take care.
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[AGENT][NEUTRAL] Bye bye.