AccountId: 011433970860
ContactId: 5fb79868-334d-4d4e-af35-9f1d49fb13e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 584020 ms
Total Talk Time (AGENT): 87946 ms
Total Talk Time (CUSTOMER): 109706 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=-2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/5fb79868-334d-4d4e-af35-9f1d49fb13e7_20250227T19:41_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] um I.
[CUSTOMER][NEUTRAL] I'm calling from a dental office in [PII]. Can I put you on hold for just a moment? I a patient here.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Sure, yeah, go ahead.
[CUSTOMER][NEUTRAL] Hey buzz, did you fill out your new patient paperwork? It's online. I did my wife was here. Oh, so we have it here.
[CUSTOMER][NEUTRAL] Yeah so it out here.
[CUSTOMER][NEUTRAL] OK, sorry, I'm, I'm calling from a dental office. We still haven't received a check for a patient I'd called a while back about.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. OK. We'll see. Let me see what we can do, Miss. And what is the name of the dental office?
[CUSTOMER][NEUTRAL] It's Paycheck Dental P E C H E K Dental.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, of course, [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's policy number?
[CUSTOMER][NEUTRAL] 13.
[CUSTOMER][NEUTRAL] Um, let me see, I have.
[CUSTOMER][NEUTRAL] Policy number is 00599645. Patient's name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] And the data service is 12-19-2024.
[AGENT][NEUTRAL] What is the date of birth for Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, let's see, trying to multitask to get two things done at one time here, see how it's going, not too good, um, let me get back into his chart.
[CUSTOMER][NEUTRAL] It is gonna be [PII].
[AGENT][NEUTRAL] And that was for the crown.
[CUSTOMER][POSITIVE] Yes, correct, uh huh.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] in January.
[AGENT][NEUTRAL] All right. Um, let me go ahead and send the request um for the check to be uh voided and reissued. Um, let me verify the address.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] It, it just hasn't cleared yet you showed that it was paid but it just didn't clear us it didn't make it to us.
[AGENT][NEUTRAL] Um, so you, you're not sure if it did or not?
[CUSTOMER][NEGATIVE] No, we have never received payment for it yet.
[AGENT][NEUTRAL] OK, um, let me go ahead and pull this screen and see if it shows clear or outstanding. OK, one moment.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yeah, still showing outstanding. So yeah, let me just go ahead and send this uh request for this check to be canceled and reissued. Do you mind holding for me?
[CUSTOMER][NEGATIVE] Not at all.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, Ms. [PII]. Um, before I submit it, can you verify that address for me?
[CUSTOMER][NEUTRAL] Yeah, you just kind of by.
[CUSTOMER][NEUTRAL] Of the office
[AGENT][NEUTRAL] Um, where the payment needs to go to.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so the address is correct. All right, so I went ahead and send that over. Um, it usually takes 24 to 48 hours for them to cancel, voided check, and reissue the check, and then it will go out by mail, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good thank you for your help. I'll make a notation of that thank you have a great day that no that's it bye bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] All right. Is there anything else? You as well, Miss [PII]. Have a good day. Bye-bye.