AccountId: 011433970860
ContactId: 367c887f-8f98-452b-90c0-bf2a078f0bb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199880 ms
Total Talk Time (AGENT): 49205 ms
Total Talk Time (CUSTOMER): 96221 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/367c887f-8f98-452b-90c0-bf2a078f0bb1_20250214T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Intel Imaging.
[CUSTOMER][NEUTRAL] Um, we received one of those outstanding check letters, and I'm trying to determine if we actually received the check, um, but all you're giving me is the policy number and the check number, um, I need, I need to reference the the patient to see if we actually got this check.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's the policy number that you have?
[CUSTOMER][NEUTRAL] It says it was paid on policy number 02336103.
[AGENT][NEUTRAL] OK, and what's the check number on the letter?
[CUSTOMER][NEUTRAL] Check number is 1851607.
[AGENT][NEUTRAL] OK, and what is the callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII] is my direct line.
[AGENT][POSITIVE] OK, thank you for one, thank you. Let me uh check the file. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like this could be for patient [PII]
[CUSTOMER][NEUTRAL] First name is [PII]
[AGENT][NEUTRAL] Just one [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's for an [PII] data service looks like.
[CUSTOMER][NEUTRAL] OK, I have several [PII]. Do you have a a
[CUSTOMER][NEUTRAL] Date of birth or?
[AGENT][NEUTRAL] I can confirm, but I can't give it out to you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, I have several, um, I have, uh, [PII].
[AGENT][NEUTRAL] That's what I have.
[CUSTOMER][POSITIVE] I have, that's what you have? OK, wow, that was, that was lucky. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, um, I have a date of service of [PII].
[AGENT][NEUTRAL] Mhm. What was the what's the check amount?
[CUSTOMER][NEGATIVE] Well, I don't know because we didn't get paid.
[AGENT][NEUTRAL] OK. Still should have registered to check them out.
[CUSTOMER][NEUTRAL] And I show that she's got ATL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the amount that that's the amount that went to collections $115.88. So yeah, we did not get the check, OK, alright.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah, that's, that's the amount of the check.
[CUSTOMER][NEUTRAL] Right, OK, so I will sign this and send it back, um, stating that we didn't get the check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanted to make sure that we didn't, you know, post this and and for some reason we just didn't.
[CUSTOMER][POSITIVE] We didn't apply it right or something right, I will take care of this thank you so much.
[AGENT][POSITIVE] Totally understand.
[AGENT][NEUTRAL] All righty. Anything else, [PII]?
[CUSTOMER][POSITIVE] No ma'am, I appreciate your help.
[AGENT][POSITIVE] Absolutely, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] And bye bye.