AccountId: 011433970860
ContactId: 731c1db8-33c2-42b0-8af8-04a92858d782
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 485880 ms
Total Talk Time (AGENT): 44637 ms
Total Talk Time (CUSTOMER): 58405 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/731c1db8-33c2-42b0-8af8-04a92858d782_20250121T20:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm calling from Nicholas Children's Hospital. And I am just calling to see if I can request a copy of a check that it looks like we cleared on [PII], but it wasn't posted and I can't send it to my cash posting department without a copy of the check.
[AGENT][NEUTRAL] OK, I can help you with um getting you a copy of the check, [PII] can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is um the check number?
[CUSTOMER][NEUTRAL] It is 2008635.
[AGENT][NEUTRAL] Thank you. And then what is your fax number please, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. I'm gonna put you on hold while I pull that check in so I can get that faxed over to you. I'll be right back.
[CUSTOMER][POSITIVE] Thank you so much. OK, thank you.
[AGENT][POSITIVE] You're wel you're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[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] Hi, Ms. [PII], this is [PII] back with you again. We should have a copy of that check going to you by um fax now.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] Awesome. Thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] You as well. Thank you.
[AGENT][NEUTRAL] All right. Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye-bye.