AccountId: 011433970860
ContactId: 34edfebc-a61c-4f1c-a840-4166c4cbdeb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69639 ms
Total Talk Time (AGENT): 20409 ms
Total Talk Time (CUSTOMER): 43514 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/34edfebc-a61c-4f1c-a840-4166c4cbdeb4_20250514T17:51_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], good afternoon. My name is [PII], and I'm calling from Nicholas uh Children's Hospital, and the reason for my call today is we did receive a check payment.
[CUSTOMER][NEUTRAL] Uh, let's see, we did receive a check payment and I'm calling to find out, uh, the providers interested in enrolling in electronic deposits. Is that possible?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] No, ma'am. I'm so sorry. We only send um
[AGENT][NEUTRAL] Payments by check. Yes, ma'am.
[CUSTOMER][NEUTRAL] Paper.
[CUSTOMER][POSITIVE] Got you. That is wonderful.
[CUSTOMER][NEUTRAL] One less thing I have to do.
[AGENT][POSITIVE] Bless your heart.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a reference number for this call or is it just your name and date?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is my name in today's date?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, wonderful. Thank you so much, [PII]. You have a wonderful rest of your afternoon.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you for calling APL. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Mhm bye bye.