AccountId: 011433970860
ContactId: 4c7709c3-dec6-4973-930c-f13db39b0202
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311140 ms
Total Talk Time (AGENT): 92245 ms
Total Talk Time (CUSTOMER): 99118 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/4c7709c3-dec6-4973-930c-f13db39b0202_20250414T16:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, [PII], my name's [PII] and I got a letter from you.
[CUSTOMER][NEUTRAL] I'm a dentist.
[CUSTOMER][NEUTRAL] It says we did not cash a check, so I'm just wondering what what was this about? Was this.
[CUSTOMER][NEUTRAL] Who's the patient?
[AGENT][NEUTRAL] OK, um, let me see, do you have the check number?
[CUSTOMER][NEUTRAL] I have a check number 200.
[CUSTOMER][NEUTRAL] 4771.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, I'm trying to look and see what the uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Here's a policy number.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] 016.
[CUSTOMER][NEUTRAL] 98
[CUSTOMER][NEUTRAL] 69
[CUSTOMER][NEUTRAL] 0.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I didn't realize I didn't know if this was a dental case or if it was an insurance check or whatever.
[AGENT][NEUTRAL] Yeah, it's for the dental policy, um.
[CUSTOMER][NEUTRAL] Probably. Mhm.
[AGENT][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] And let me see what this is.
[AGENT][NEUTRAL] Um, OK
[AGENT][NEUTRAL] It looks like we have a [PII].
[AGENT][NEUTRAL] Um, do you need her birth date?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I might switch you over to my front desk and let them talk to you about this.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] I am. I'm gonna just walk it over here, so give me a second.
[AGENT][POSITIVE] OK. Sure, no problem.
[CUSTOMER][NEUTRAL] OK, I called the number.
[CUSTOMER][NEUTRAL] Trace I just traces yeah.
[CUSTOMER][NEUTRAL] OK, I'm gonna give you the [PII] here here's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Hi [PII]. Um, so it looks like we've got an outstanding check for [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Uh, her birthday is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let me get her pulled up here.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I don't yeah we didn't have we didn't receive anything, so what do we need to do?
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] Let me verify your address, make sure we send it to the right place. You got, you got the letter, so I assume we've got the right address. So let me double check that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I would assume so, yeah.
[CUSTOMER][NEUTRAL] Yeah, the only payment I've received was 38,720.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was back in December.
[AGENT][NEUTRAL] OK, we got [PII].
[CUSTOMER][POSITIVE] Yes, yep.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right, so yes, I'll, I'll, we'll send this back through and we'll get this reissued for you, um, that way you can get.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do we need to send this back?
[AGENT][NEUTRAL] Uh, no, we shouldn't need that back, yeah, um, and do you have a good callback number?
[CUSTOMER][NEUTRAL] This letter you sent? OK, OK, so.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], I'll get this sent through um if there's any issues we'll call you back, but there shouldn't be and we'll get that reissued.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, and what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK, and how long should we allow for that?
[AGENT][NEUTRAL] Uh, I'm allowed about 7 to 10 working days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] OK, thank you for thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh huh you too bye.