AccountId: 011433970860
ContactId: 1078fa1c-c0c1-40b1-9916-50c7a8e1c48e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207000 ms
Total Talk Time (AGENT): 75480 ms
Total Talk Time (CUSTOMER): 96430 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/1078fa1c-c0c1-40b1-9916-50c7a8e1c48e_20250416T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I'm calling, um, uh, I don't know if you can help me. I received a check, um, but, um, I don't know, I missed the, the patients that belong to the check. I can give you the check number and the the date.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, um, first let me get your name and your call back number and the name of the facility you're calling from.
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm calling on behalf of Doctor [PII].
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then you don't know what the patient's name is for the check that you have received, is that correct? OK. And can you give me the check amount and the check number?
[CUSTOMER][POSITIVE] Yes. Yes, yes, that's correct.
[CUSTOMER][NEUTRAL] Yes, the check amount is $25.
[CUSTOMER][NEUTRAL] Uh, the check is, uh, number is 2,035,040.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] And the date is uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you, Ms. [PII]. I appreciate you giving me that information. Let me, let me look and see if I can find something.
[CUSTOMER][POSITIVE] No, you're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the check is for uh patient [PII] First name is [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh ES OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, you have the data service. Well, I, I can look in, yeah.
[AGENT][NEUTRAL] Yes, I do, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] OK, OK, that's old, that's the reason I can, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] But thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, thank you so much that's all.
[AGENT][POSITIVE] OK, well you have a wonderful rest of your week and thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.