AccountId: 011433970860
ContactId: a7b5c926-2536-42e1-bcda-21da1cf7a8ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184059 ms
Total Talk Time (AGENT): 63057 ms
Total Talk Time (CUSTOMER): 105080 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/a7b5c926-2536-42e1-bcda-21da1cf7a8ef_20250214T17:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. We are the provider. Uh, we are South Florida Dynatic Imaging. Uh, we received a payment for the patient, but we received the same payment twice in the, uh, I mean two checks with the same payment and the same.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um check number.
[AGENT][NEUTRAL] OK. Yes. All right. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] The uh my phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. And um do you have like a policy num um policy number or a uh claim number?
[CUSTOMER][NEUTRAL] OK, let me look for that information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on please.
[AGENT][POSITIVE] Sure. Yes, take your time.
[CUSTOMER][NEUTRAL] OK. American Public Life. OK. The ID is 1457620ML8 number 8.
[AGENT][NEUTRAL] Yeah, OK, and what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patient information we have in our system is [PII], first name and last name is.
[CUSTOMER][NEUTRAL] Uh, I mean [PII], or [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The date of birth, you need it?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. All right, and what is that that check number?
[CUSTOMER][NEUTRAL] OK, the checking number is [PII] in the amount of 1892 we process one of the check, but the other one, no, because it's the same amount and the same check number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Yes, yes, I, I do apologize. It was an error. Um, you can just go ahead and destroy that check. You don't have to send it back, um, because you already cashed the other one. So just go ahead and destroy that one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, so you are gonna put a note into the account that the other one was destroyed.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Mhm. Correct, yes.
[CUSTOMER][POSITIVE] OK, I'm gonna ahead and do it now.
[AGENT][NEUTRAL] OK, is there anything else I'm gonna help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, thank you so much for, thank you so much for your help and happy [PII].
[AGENT][POSITIVE] You're welcome. Thank you. You as well. Have a happy weekend. You're welcome. Bye-bye. Thank you.
[CUSTOMER][POSITIVE] Thank you. Enjoy. You too. Bye-bye.