AccountId: 011433970860
ContactId: 90102043-eb29-4fdb-8b8a-380d9d96f73c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233559 ms
Total Talk Time (AGENT): 82068 ms
Total Talk Time (CUSTOMER): 64684 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/90102043-eb29-4fdb-8b8a-380d9d96f73c_20250226T14:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, this is [PII] at Integris Ambulatory Care. I need to find out if the check has cleared.
[AGENT][NEUTRAL] OK, sure, I can assist you, OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And what was your name?
[AGENT][NEUTRAL] Thank you. My name is [PII]. That's [PII] that[PII] initial [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, Miss [PII]. And um may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02366238
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] And um do you have the check number or the claim number?
[CUSTOMER][NEUTRAL] The claim number is 3401446.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] For Greece medical group.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] One moment, let me see if I can.
[AGENT][NEUTRAL] Finance.
[AGENT][NEUTRAL] Yes, um, that check cleared on the [PII] $400.
[CUSTOMER][NEUTRAL] And so was that the total check amount was $100 or was it a bulk payment?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, it was a single check, um, just a $100 payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you tell or can you give me the last four digits of the account that it went into?
[AGENT][NEUTRAL] Oh, I don't have that information. I will have to ask for a copy of the check.
[AGENT][NEUTRAL] That's the clear check and that goes to another department.
[CUSTOMER][NEUTRAL] Well, that
[CUSTOMER][NEUTRAL] That's fine. I don't actually have to have it. I was just wondering if you had it, um.
[AGENT][POSITIVE] Yeah, exactly.
[CUSTOMER][NEUTRAL] Oh, that's OK. Let me verify the check number 182.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 8953.
[AGENT][NEUTRAL] Yes, that's correct. The issue date was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][POSITIVE] OK perfect OK alrighty I appreciate your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] OK. Thank you for calling APR. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye. Bye