AccountId: 011433970860
ContactId: 7240c84d-dda3-4a67-ab16-16e77e09c4b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229169 ms
Total Talk Time (AGENT): 68842 ms
Total Talk Time (CUSTOMER): 113072 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/7240c84d-dda3-4a67-ab16-16e77e09c4b6_20250331T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII].
[CUSTOMER][NEUTRAL] And I'm calling from him on Call LLC.
[AGENT][POSITIVE] Yes, sir. And how can I help you?
[CUSTOMER][NEUTRAL] Actually, I have a check number and that check is being returned. I want to know the reason why this check is being returned.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK. First, can I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] And callback number is [PII].
[AGENT][NEUTRAL] OK, and I would need, OK, thank you, Mom and I would need the policy number in order to pull up the policy.
[CUSTOMER][NEUTRAL] It's a direct line.
[CUSTOMER][NEUTRAL] Yeah, the policy number of the patient?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just give me a moment please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK. So it's 016.
[CUSTOMER][NEUTRAL] 734
[CUSTOMER][NEUTRAL] 42
[CUSTOMER][NEUTRAL] And Mary L Lima number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] And the patient name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK. And what's the date on the check?
[CUSTOMER][NEUTRAL] Check date is [PII].
[AGENT][NEUTRAL] And what's the amount?
[CUSTOMER][NEUTRAL] Yeah, the amount is $174.87.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK what is the villa.
[AGENT][POSITIVE] OK, I'm showing that this check was sent to the provider and it has cleared.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] But recently this check is being returned.
[AGENT][NEUTRAL] OK, that's what, that's not what we're showing in our system, sir.
[CUSTOMER][NEUTRAL] Why.
[AGENT][NEUTRAL] We're showing that
[CUSTOMER][NEUTRAL] OK, so it's not showing in your system?
[AGENT][POSITIVE] Well, it's showing that we sent the check to the provider and the provider received the check and cashed it and it is cleared.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Can you please
[CUSTOMER][NEUTRAL] Uh, probably in the day when when the check is being cleared.
[AGENT][NEUTRAL] Yes, we're showing that the check was cleared on [PII].
[CUSTOMER][NEUTRAL] OK, and is it the check number?
[CUSTOMER][NEUTRAL] 202-5613. OK, so you're saying that that this check is not being returned and it will be, it is being cleared.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir. That's what we're showing in our system.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, can you please provide me the reference number?
[AGENT][NEUTRAL] Um, the reference number is my name and today's date. My name is [PII]. It's spelled [PII] Last initial M like [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, thank you very much for the assistance. Stay safe. Have a great day.
[AGENT][POSITIVE] Thank you much for calling APL. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye.