AccountId: 011433970860
ContactId: eacda55d-3f85-45df-9beb-7eb737e04dd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248500 ms
Total Talk Time (AGENT): 100042 ms
Total Talk Time (CUSTOMER): 58030 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/eacda55d-3f85-45df-9beb-7eb737e04dd5_20250417T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I need to see if the check was ever reissued, please.
[AGENT][POSITIVE] OK, Ms. [PII], I can check for you on a check. Um, that sounded really crazy. I will check for you. I will look for you.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number just in case the call's dropped.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then um what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Um, northern Texas facial and Oral Surgery, Doctor [PII].
[AGENT][NEUTRAL] OK. And then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, her policy number is 253-6553.
[CUSTOMER][NEUTRAL] And it's [PII] a [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 7:25 at 13.
[AGENT][NEUTRAL] OK, and then um what is the claim number?
[CUSTOMER][NEUTRAL] Um, let me see if I have that. I do not have that.
[AGENT][NEUTRAL] OK, can you give me the date of service and the.
[CUSTOMER][NEUTRAL] But the date
[AGENT][NEUTRAL] Charge amount?
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] For $330.
[AGENT][NEUTRAL] OK. And that is [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me look this up real quick.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I pull this claim up Miss [PII], and I will be right back with you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII] back with you again. So I do see the check was sent out on.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] In the amount of $75.
[AGENT][NEUTRAL] Uh, the check number is 20.
[CUSTOMER][NEUTRAL] Can you tell me what address it went to?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, it went to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with, Ms. [PII], before we go?
[CUSTOMER][NEUTRAL] No, not at this time.
[AGENT][POSITIVE] OK, well you have a wonderful [PII] and thank you for calling APL ma'am.
[CUSTOMER][POSITIVE] You too. Thank you. Mm bye-bye.
[AGENT][POSITIVE] Mhm. You're welcome. Bye bye.