AccountId: 011433970860
ContactId: a0eb8d72-7291-4d55-bbe3-6132bed9e1b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86959 ms
Total Talk Time (AGENT): 24407 ms
Total Talk Time (CUSTOMER): 47188 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/a0eb8d72-7291-4d55-bbe3-6132bed9e1b0_20250226T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, good afternoon. My name is [PII] calling from the provider office. How are you?
[AGENT][POSITIVE] I'm doing well, [PII], how are you doing today?
[CUSTOMER][POSITIVE] Uh, yeah, so far, so good. Thanks for asking.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK [PII], can I get your callback number, sir, and the name of the provider you're calling from?
[CUSTOMER][NEUTRAL] Uh, sure. The name, uh, callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]. And the provider, uh I'm calling for the group and the group name is Hemi On Call LLC.
[AGENT][POSITIVE] OK, and how can I help you today?
[CUSTOMER][NEUTRAL] Actually, uh, the thing is we are receiving the paper checks, uh, for the claims we are getting paid. Uh, but we want to set up the EFT like electronic fund transfer, so like we can receive the payment directly in the bank account.
[AGENT][NEUTRAL] OK, we do not do that for claims, we only send checks.
[CUSTOMER][NEUTRAL] OK. So you don't have this service, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right, no problem. Thank you so much, really appreciate your time and help. Bye for now.
[AGENT][POSITIVE] Thank you [PII] you have a good day bye bye. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.