AccountId: 011433970860
ContactId: 5b502002-52e5-42fc-b8d7-7481b6ece0cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1247390 ms
Total Talk Time (AGENT): 582505 ms
Total Talk Time (CUSTOMER): 217734 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/5b502002-52e5-42fc-b8d7-7481b6ece0cd_20250313T20:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Waitland and Mall Healthcare. I am calling because we had sent a check, um, to a vendor with their name on it, but it had your guys' address address on it, and it looks like it did go through and was processed and I'm just curious if you guys did cash that check by chance.
[AGENT][NEUTRAL] OK, OK, well, so I'm sorry, what was your last name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm so sorry. I still did not get it.
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Thank you. And you're calling because you all issued a check to a vendor but you had our address on it?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. And where you call and you're wanting to see if that check was cashed?
[CUSTOMER][NEUTRAL] Was yeah
[AGENT][POSITIVE] OK. Yes, ma'am. Well, I can partially help you with this, [PII]. What is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And
[AGENT][NEUTRAL] Um, who are you with, [PII]?
[CUSTOMER][NEUTRAL] Weland Memorial Healthcare and I do have a group number on our invoice.
[AGENT][NEUTRAL] OK, what is the invoice number? I mean the group number?
[CUSTOMER][NEUTRAL] It is 14341.
[AGENT][NEUTRAL] OK, thank you. So first off, let me get the group's information pulled up.
[AGENT][NEUTRAL] And you're with this group, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so [PII], I will need to verify some information with you first for security purposes. So first off, what is the address for the group?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you and then.
[AGENT][NEUTRAL] OK, what email address do we have on file for as the contact for the group?
[CUSTOMER][NEGATIVE] Mm, that one I'm not positive. I would have to say it's probably [PII] at Wheatland Memorial Healthcare.
[AGENT][NEUTRAL] OK. What is another more, um, it's not specifically for her.
[CUSTOMER][NEUTRAL] Um, then accounts.payable at Wheatman Memorial Healthcare.
[AGENT][NEUTRAL] OK, thank you and then the phone number that we would have on file it's not the same as what you just gave me it's similar but it's not the same.
[CUSTOMER][NEUTRAL] Um, 4, sorry, yeah, this one's my direct line, so, um, [PII].
[AGENT][NEUTRAL] I don't know, maybe it's hers.
[AGENT][NEUTRAL] Mm, no, I don't know, maybe this is for [PII].
[CUSTOMER][NEUTRAL] Yeah, let me, it is um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So this, this number ends in a [PII].
[AGENT][NEUTRAL] So I don't know maybe this information needs to be updated actually, OK, well, let me, give me just a couple of moments to look at a couple of things on here.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what, OK.
[CUSTOMER][NEUTRAL] That used to be, is it [PII]?
[AGENT][NEUTRAL] What's the phone number? Yeah, what's the phone number?
[CUSTOMER][NEUTRAL] Because that
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what is that number?
[CUSTOMER][NEUTRAL] That is actually our executive assistants number. It used to be my number though because that was the position I was in before here.
[AGENT][NEUTRAL] OK, all right, so I just give me, yeah, give me just a couple of moments to look at a few things, please.
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] OK, so if the phone number needs to be updated, [PII] in the system, we, I'm gonna give you an email address to just send that to.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And also to include your full last name because what we received doesn't have your complete name.
[CUSTOMER][NEUTRAL] Yeah, I see on the invoice it's just got a T on there.
[AGENT][NEUTRAL] Mhm. So the email that you need to send this request to would be to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Again, that's [PII] and then just indicate the changes that need to be made.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so what I'm gonna do.
[AGENT][NEUTRAL] Is to connect you with, do you have OK.
[AGENT][NEUTRAL] So you all did or didn't pay on this invoice? I'm just trying to get this straight in my head.
[CUSTOMER][NEUTRAL] So this invoice
[CUSTOMER][NEGATIVE] Right, I know it's it's super confusing, so this invoice.
[AGENT][NEUTRAL] What's the invoice number? Let's start there.
[CUSTOMER][NEUTRAL] Is paid um but not with the check that I'm calling about.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This invoice is 0006376618.
[AGENT][NEUTRAL] OK. And what was the amount on that?
[CUSTOMER][NEUTRAL] This invoice amount is 7474 and 50 cents.
[AGENT][NEUTRAL] $74.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And 54 cents?
[CUSTOMER][NEUTRAL] Uh just 50 cents.
[AGENT][NEUTRAL] 50, 74, 50. OK. Now, OK, so you all send a check for another vendor.
[AGENT][NEUTRAL] But send it to APL.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah this check that we were trying to hunt down for this company called American Proficiency Institution um for some reason in our system had your guys' address but their name on the check which should have gone to American proficiency Institute.
[CUSTOMER][NEUTRAL] And it shows through our bank that it has been cashed and that um I have the check number I don't know if you're able to look it up or.
[CUSTOMER][NEUTRAL] If you need that number and amount.
[AGENT][NEUTRAL] Uh, you can give me the check number.
[CUSTOMER][NEUTRAL] 104566
[AGENT][NEUTRAL] OK, and the amount of that check?
[CUSTOMER][NEUTRAL] 10,555.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I may have to send a request to have someone to look at this for you. Give me just a second, [PII]. This is kind of a, you know, obviously an off topic situation. Um, it's unique. How about that? We use the word unique.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It is I, I, yeah, I've been going around.
[CUSTOMER][NEUTRAL] With this one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I totally understand.
[AGENT][NEUTRAL] Oh, let's see.
[AGENT][NEUTRAL] OK, do you mind letting me place you on a brief hold, [PII]? OK, thank you. One moment.
[CUSTOMER][NEGATIVE] Not at all.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you today?
[AGENT][NEUTRAL] Well, good. Look, I have kind of peculiar, it's an off topic call and I don't know exactly how I need to handle it, if it needs to be a hub or it just needs to be a transfer to you. So the scenario is I have one of our groups on the line.
[AGENT][NEUTRAL] But they issued a check to a different company, OK? It was for American proficiency Institute.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] But, and I have the check number and the amount, however, it was sent to APL's address because it was incorrect in the system and the check does show as they're trying to chase this check down.
[AGENT][NEUTRAL] So how does that need to be handled? I mean, it was mailed to us, it looks like it was cash, but they don't know exactly by who.
[AGENT][NEGATIVE] Right, but it's not for us.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] $10,555.
[AGENT][NEUTRAL] And it was check number 104566.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] I've never had a call like this, Miss [PII]. Hm.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was, it was for American proficiency Institute.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] But they had our address.
[AGENT][NEGATIVE] In there for them and it was obviously incorrect so the their payment was mailed.
[AGENT][NEUTRAL] To APL's address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what does, want to lock, uh, what does that mean, Ms. [PII]? I don't know what that means.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Institute, uh-huh, that's what she says.
[AGENT][NEUTRAL] Institute, yes ma'am.
[AGENT][NEUTRAL] No, just two sixes. 104566. Mhm.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[AGENT][NEUTRAL] It would have been, well, our group is Wheatland Memorial Hospital, group number one.
[AGENT][NEUTRAL] Yes, ma'am. All one word. Memorial Hospital and the group number is 14341.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh, and I'm
[AGENT][NEUTRAL] And I'm speaking to [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is, yes, that is our group. Mhm, that is our group. So that's what she's saying that, you know, they just, they issued the check.
[AGENT][NEGATIVE] To the correct company that they were supposed to be sending it to, but it went to our mailing address because it had the wrong address for their company, for that other company in their system.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] American Proficiency Institute was showing APL's address.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I did. I just got it.
[AGENT][NEUTRAL] C
[AGENT][NEUTRAL] Yeah, see, it's made out to them.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It's the admin [PII]
[AGENT][NEUTRAL] And her phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do, yes. Uh-huh, cause I didn't know what to do with her. I didn't know.
[AGENT][NEUTRAL] OK, so I don't need to send a hub ticket or anything you're just gonna handle it via email since this scenario?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] Well, I will, and approximately how long if she ask, would it be before someone reaches out to her?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. All right. But you're, but you're gonna get with [PII].
[AGENT][NEUTRAL] And I'm yes ma'am and I'm gonna be out of town starting tomorrow so that's why I was just kind of wanting to, and I'll be gone you know next week and so I just.
[AGENT][NEUTRAL] Making sure how it's gonna be handled.
[AGENT][NEUTRAL] OK. All right. Is that
[AGENT][NEUTRAL] All right, Ms. [PII]. Uh-huh. Yeah, go ahead. [PII].
[AGENT][NEUTRAL] OK, alright, but I'm just gonna tell her we've located, you want me to tell her we've located the check and we're researching it?
[AGENT][NEUTRAL] OK. And that's someone.
[AGENT][POSITIVE] OK, I certainly will. Thank you so much for your help.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK. All right, Ms. [PII]. Well, thank you so much.
[AGENT][NEUTRAL] All right. Bye-bye.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][POSITIVE] [PII], thank you so much for being patient and holding on while I was trying to find out how we're gonna handle this. OK, so, um, I spoke with um Ms. [PII], and she is one of our, in our finance.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] She's one of our finance analysts. So she has located that check where we did receive it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they're going to research it and then have someone to give you a call back. She said that maybe this afternoon, I doubt it, just given the time of day, to be very honest, um, probably tomorrow and it could possibly even be Monday because they're just gonna have to look into it. Um, we did receive it.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, it has the American Proficiency Institute on the check, but then the rest of the information, our department and all of that was on the check. So that's why there's gonna have to do a little bit of research.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] On it.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And call you back. But she told me to give you her name and phone number if you have any more questions, I need to speak to somebody, you know, direct.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Again, her name is [PII], and she's in our finance department and her direct number is area code [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm gonna just repeat this back [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No. Well, I don't know, your voice cut out. [PII]. Is that what you said? Yes, that is correct.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Correct, yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So is there anything else, [PII], that I can help you with at the moment?
[CUSTOMER][POSITIVE] Well good.
[CUSTOMER][POSITIVE] No, I'm just glad it did go to someone we knew at least.
[AGENT][NEUTRAL] Yes, we, it did. It went to our lockbox because it has, you know, like I said, other than the pay to the pay.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's the everything else on the check is our information.
[CUSTOMER][NEUTRAL] Yeah and I know that's just something we accidentally did on our end so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, yeah, so they're gonna research it and then someone will get back to you to, you know, let you know how that's gonna be handled.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] Well, you are certainly so welcome and again um do send that email though so that we can get your name corrected in the system and that phone number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds great thank you so much.
[AGENT][POSITIVE] Well, you are very welcome. So again, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, I think that's it.
[AGENT][POSITIVE] OK, well then thank you again [PII], for calling APL and I hope you have a nice evening.
[CUSTOMER][POSITIVE] Yeah you too thanks.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.