AccountId: 011433970860
ContactId: ed5b30d4-33fa-4891-9daf-9d000bd6bc10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229830 ms
Total Talk Time (AGENT): 59111 ms
Total Talk Time (CUSTOMER): 144803 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/ed5b30d4-33fa-4891-9daf-9d000bd6bc10_20250203T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey, [PII], it's [PII], heck of a nice guy. How are you?
[AGENT][POSITIVE] Hey, heck of a nice guy. I'm good. How are you doing?
[CUSTOMER][NEUTRAL] Yeah, I'm doing OK, um, just fighting the, just fighting the never ending fight. Um, hey, can I give you, uh, a check number just to see if it's been processed?
[CUSTOMER][NEUTRAL] Or, or if it's been cash, I should say.
[AGENT][NEUTRAL] OK, and is it a is it a.
[AGENT][NEUTRAL] Is it for um.
[AGENT][NEUTRAL] Uh, invoice payment or is it for a claim payment?
[CUSTOMER][NEUTRAL] Yeah it's for a provider, it's for it's a claims payment for a provider. I might be calling two days too early, but I just thought of it so it's check number 2022644.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], and um.
[CUSTOMER][NEUTRAL] Oh my God, these people, just my phone's ringing off. Yeah, it's the date check for [PII]. Hey, can, can you, can I just tell this girl I'll call her back? Can you be on hold for a second?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] All right, thanks.
[CUSTOMER][NEUTRAL] All right, I'm back live.
[AGENT][NEUTRAL] OK, thank you. And then what is the um the insured's name and policy number?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Uh, OK, hold on.
[CUSTOMER][NEUTRAL] Just give me a second on that one.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] I still have to verify even though I know you're you.
[CUSTOMER][NEGATIVE] Yeah, I get you. Yeah, it's just a pain because this guy, they, I don't know why APL keeps using his old outdated number, um, so let me just, yeah, and it, and whatever it is, at least it's only 1 out of 10,000 people I have. Hold on, so.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I gotta go back, uh, so the policy number is 2538076. That's his old gap policy, um, and let me just get on to so Alley, that's gonna be another Southeastern.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's surely for his wife, which is one more thing. Hold on, I'm just waiting for the group to the detail reports down.
[AGENT][NEUTRAL] Uh yes. Yes, sir.
[CUSTOMER][NEUTRAL] Boy, today has been a day of nonstop, weird calls.
[AGENT][NEUTRAL] Already, already you just started.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's, uh, it's been my ears are burning. It has been nonstop since [PII] this morning. Um, so his, his date of birth is [PII], but it's really for his wife who is, uh, her name is [PII], and her date of birth, date of birth is, uh, [PII].
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][POSITIVE] Thank you. OK.
[CUSTOMER][NEUTRAL] And uh I just wanna see, yeah, I just wanna see if uh I forgot now Hollywood Radilogy I think it was it was called to see if that check has been cleared yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look real quick. I'm pulling it up now.
[AGENT][POSITIVE] No, it is still outstanding.
[CUSTOMER][POSITIVE] OK. All right, I kind of figured I called 2 days too early. All right, thanks so much. All right, you take care. Thank you. All right, bye-bye.
[AGENT][POSITIVE] You're welcome, [PII]. I hope things are, uh, give you some relief today. Thank you.
[CUSTOMER][POSITIVE] No, it's all like you, yeah, you can't, you can't make the money without having to do some work, so it's all good. It's tit for tat. Thanks though. All right, thank you. All right, bye. You too.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] You take care. Bye-bye, [PII].