AccountId: 011433970860
ContactId: f51debd9-e0f7-437a-8c6c-9cc4cfeb6bbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315190 ms
Total Talk Time (AGENT): 82668 ms
Total Talk Time (CUSTOMER): 113339 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/f51debd9-e0f7-437a-8c6c-9cc4cfeb6bbc_20250417T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lis. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have [PII] with the provider's office requesting a claim status on Laurel Andrews. Policy number is 23.
[CUSTOMER][NEUTRAL] 41476.
[AGENT][NEUTRAL] OK, you can send him over.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Thank you for calling American Public Life. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, [PII], you're calling for status today for [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And [PII], could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][POSITIVE] Thank you and.
[AGENT][NEUTRAL] What is the data service you are checking today?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] The total charge?
[CUSTOMER][NEUTRAL] Total charges $11,950 even.
[AGENT][POSITIVE] OK, thank you so much for verifying.
[AGENT][NEUTRAL] The claim and the policy. So it looks like.
[AGENT][NEUTRAL] Uh, the claim was received.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have
[AGENT][NEUTRAL] And it looks like this policy paid.
[CUSTOMER][NEUTRAL] Could you please spell your name first?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] HIA.
[CUSTOMER][NEUTRAL] OK. Uh, actually, I have a specific question regarding this claim. I just want to know, uh, check, check clear date.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has it been cleared or not?
[AGENT][NEUTRAL] Hold one moment.
[AGENT][NEUTRAL] I do show that this check has cleared. It looks like it cleared on [PII].
[CUSTOMER][NEUTRAL] OK. Got it.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Could you please check
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Could you please fax it to us?
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] Hold one moment, please.
[CUSTOMER][NEUTRAL] OK, OK, sure.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, I'm saying, actually, I called.
[CUSTOMER][NEUTRAL] On [PII] and then I came to know that check has not been cleared yet.
[CUSTOMER][NEUTRAL] May I know the reason? I spoke with [PII].
[CUSTOMER][NEUTRAL] A [PII]
[AGENT][NEUTRAL] What is your question? I'm sorry, what, what question are you asking?
[CUSTOMER][NEUTRAL] I'm saying the check has been cleared on [PII]. Am I right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. So, previously, when I called on [PII], I was told that check has not been cleared yet.
[CUSTOMER][NEUTRAL] So, means you don't get the information quickly or means what the reason?
[AGENT][NEUTRAL] I cannot, I cannot answer why you were told that, um, as of right now, check [PII].
[AGENT][NEUTRAL] And the amount of $1000 was cleared on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] Uh, how much amount did you tell? Could you please repeat?
[AGENT][NEUTRAL] $1000.
[CUSTOMER][NEUTRAL] Check out.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] Same information you provided. OK, no problem. Thank you so much. Can I have caller reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL. Bye bye.