AccountId: 011433970860
ContactId: add2c79a-ba72-442e-8c98-0289e0022a6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172419 ms
Total Talk Time (AGENT): 36617 ms
Total Talk Time (CUSTOMER): 87181 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/add2c79a-ba72-442e-8c98-0289e0022a6a_20250613T17:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm calling from the doctor's office of Southwest Cancer Care. I'm just made a call to get information about the stop payment here under this check.
[AGENT][NEUTRAL] You said a short payment?
[CUSTOMER][NEGATIVE] Stop STOP stop payment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, sorry, I don't have the member's policy number. I'm only having the check number and the check details here and the claim number.
[AGENT][NEUTRAL] OK, what's the claim number and the check number?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yeah, just a moment, please give me a second here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. The, uh, ma'am, the check number to be 1332184028. It's a check number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the claim number?
[CUSTOMER][NEUTRAL] Um, just a minute please give me a second here. Hold on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Like a pizza.
[CUSTOMER][NEUTRAL] So this is
[CUSTOMER][NEUTRAL] Hold on a second. I'm just checking the patient information here.
[CUSTOMER][NEUTRAL] Or did you need?
[CUSTOMER][NEUTRAL] OK, just a minute. [PII]. Hold on a second, hold on a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] OK, the claim number will be 1121724710851.
[CUSTOMER][NEUTRAL] Can you verify the name?
[AGENT][NEUTRAL] I'm sorry, can you repeat that for me, please?
[CUSTOMER][NEUTRAL] 121724710851.
[AGENT][NEUTRAL] OK, so that's not an APL claim number?
[AGENT][NEUTRAL] And the check number is also too long. So does it say American Public Life anywhere?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No it's an American Republic crop Insurance Company.
[AGENT][NEUTRAL] OK, so you're calling the wrong.