AccountId: 011433970860
ContactId: a6cc5edb-8548-44e7-84b3-16e3cb76a52f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174309 ms
Total Talk Time (AGENT): 65906 ms
Total Talk Time (CUSTOMER): 80648 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/a6cc5edb-8548-44e7-84b3-16e3cb76a52f_20250311T20:21_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from Genesis Care USA of [PII]. Um, [PII] had faxed me a copy of a of a canceled check showing payment, but it was blank. There was no information on it other than the cover sheet.
[AGENT][POSITIVE] OK, so I'm so sorry. What did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]? OK, and you said that [PII] faxed you what was to be a canceled check?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A copy of the, yeah, it was a, yeah, it was a payment, and she was sending it for me for proof of payment because we can't seem to locate the payment. So she faxed it to me, but other than the cover sheet, there's nothing on it, it's blank.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I can check on this for you. I can help you, [PII]. What is your callback number?
[CUSTOMER][POSITIVE] Thank you. [PII], and that is my direct line.
[AGENT][NEUTRAL] OK, thank you. And [PII], what is the numbers?
[CUSTOMER][NEUTRAL] And what did you say your name is? What is your, what is your name? [PII], thank you. Go ahead. What else do you need?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. And what is your, um, um, excuse me, the patient's policy number?
[CUSTOMER][NEUTRAL] It is 023-388-874. [PII].
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I will have to verify some information with you first for security purposes, [PII]. So first off, if you'll please verify his date of birth for me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and then any information that I do provide for you would be a verification of benefits and not a guarantee of payment, so give me just a moment please.
[AGENT][NEUTRAL] To look at a couple of things.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see if I can
[AGENT][NEUTRAL] If I can see that, give me just one moment please.
[CUSTOMER][NEUTRAL] Sure. It's for data service [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] Total bill amount is $695.30.
[AGENT][NEUTRAL] I'm sorry, $695.30.
[CUSTOMER][NEUTRAL] My number is 349-7910.
[AGENT][NEUTRAL] What was the total bill amount again? Your voice cut out 695.
[CUSTOMER][NEUTRAL] Hang on. 695 and 30 cents.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.