AccountId: 011433970860
ContactId: 1953a755-2206-4631-bd15-c7e2941677e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162350 ms
Total Talk Time (AGENT): 63971 ms
Total Talk Time (CUSTOMER): 77464 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/1953a755-2206-4631-bd15-c7e2941677e7_20250401T13:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling from James River Dermatology, and I'm calling because you got us, you guys paid us twice.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] On one of our patients, yes, ma'am.
[AGENT][NEUTRAL] OK, uh, let's see. Can I get a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And do you have the policy number of that patient?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It is 01832184.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh huh, for [PII].
[AGENT][NEUTRAL] And what's that patient? OK, yeah.
[CUSTOMER][NEUTRAL] I'm sorry, [PII], the hyphenated name.
[AGENT][NEUTRAL] And what's her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and what was that date of service?
[CUSTOMER][NEUTRAL] Uh, data service [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, we pay that 8538 twice.
[CUSTOMER][NEUTRAL] Yes ma'am, we got 2 checks mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, let's see um.
[AGENT][NEUTRAL] What was the first check number?
[CUSTOMER][NEUTRAL] Uh, first check number was 2033519.
[AGENT][NEUTRAL] And then what was the 2nd 1?
[CUSTOMER][NEUTRAL] Second check number was 203-4199.
[AGENT][NEUTRAL] OK, so what I'm gonna do is, um, we will, I'll send over the 4199 so you can keep that to the 33519, go ahead and cash that, um, and then we'll get a refund request sent for the other one. You can just, um, just try that.
[CUSTOMER][NEUTRAL] Uh-huh, OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alrighty, we got it and thank you so much and I think actually both checks have gone through our bank um but yes ma'am, yes ma'am if you could send that refund request that would be awesome.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. We will get that, uh, in process. Yep, yep, we'll get that in process, um, get that sent to you, and then, um, is there anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] And we'll get it back.
[CUSTOMER][POSITIVE] No, ma'am, that was it thank you.
[AGENT][POSITIVE] OK, perfect. Well, thank you for calling APL and I hope you have a terrific day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.