AccountId: 011433970860
ContactId: c0bff6e2-b724-45b9-b80b-0ca710c296f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 44959 ms
Total Talk Time (AGENT): 17039 ms
Total Talk Time (CUSTOMER): 30669 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/c0bff6e2-b724-45b9-b80b-0ca710c296f3_20250207T18:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, uh, my name is [PII]. I'm calling from Sarasota pathology, and, um, we, I'm, I'm doing our deposit right now. We received actually two checks from you guys for the same patient, the same claim. They're exactly the same check number, exactly the same amount. Um, I just want to let you know that somehow you're, you're actually duplicating checks, so I'll have to void.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure I appreciate you bringing that to our attention. Yes, if you would just destroy one and then go ahead and you can catch the other thank you for letting us know.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, OK.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Yeah thank you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.