AccountId: 011433970860
ContactId: b5311124-972a-4acc-b8e1-4efce50043f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204199 ms
Total Talk Time (AGENT): 37978 ms
Total Talk Time (CUSTOMER): 33582 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/b5311124-972a-4acc-b8e1-4efce50043f3_20250319T17:31_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes Ms. [PII], I'm calling to see if a check has cleared for you guys.
[AGENT][POSITIVE] I'd be happy to assist with the check today. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02443524.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is gonna be
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and what's the date of service for the claim?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Is the check ending in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, I'm not showing it's clear it's still outstanding.
[CUSTOMER][NEUTRAL] Not cleared yet.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Can you reissue that?
[AGENT][NEUTRAL] Sure, one moment, let me fill out the form.
[AGENT][NEUTRAL] Alright, I've submitted that request for the stop pay and reissue if you can allow 7 to 14 business days.
[CUSTOMER][NEUTRAL] OK, and can I get a reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] That's it, Ms. [PII]. I appreciate you.
[AGENT][POSITIVE] Thank you for calling [PII] you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm bye bye.
[CUSTOMER][NEUTRAL] Bye bye.