AccountId: 011433970860
ContactId: c2f74f1c-b7bf-4646-9bf1-3607d905f61d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 575880 ms
Total Talk Time (AGENT): 142900 ms
Total Talk Time (CUSTOMER): 95860 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/c2f74f1c-b7bf-4646-9bf1-3607d905f61d_20250320T15:47_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], my name is [PII]. I'm calling from Memorial Healthcare System.
[CUSTOMER][NEGATIVE] Um, we received some correspondence that uh you also send a check for us but it was never cash.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But it has no patient's information in it like the name, date of birth, or even our account number. So there's no way we can look for this check.
[AGENT][NEUTRAL] OK, let's see what we can find over here on our side. Do you have the check number?
[CUSTOMER][NEUTRAL] I do, but it's like a bunch, it's like 10.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, even more.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Let me see, OK.
[CUSTOMER][NEUTRAL] Downloaded the app and I'll walk to come back.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Trying to think of what's maybe the best way to search this.
[AGENT][NEUTRAL] Can you give me one of the, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] No, but is there any way when you guys send in the correspondences, can you reference like the account number thehar?
[CUSTOMER][POSITIVE] It's going to be so much easier for us.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the date of service.
[AGENT][NEUTRAL] All right. Let me take a look. Can you give me one of the check numbers?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, let me reach out and see if there's a way that it can include um the actual like patient account information and like a date if that's something that that we do um do you mind if I place you on a brief hold?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, go right ahead.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Are you supposed to know.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Well, this is all I see.
[AGENT][NEUTRAL] I got it.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] Alright, thank you so much for your patience and waiting. So it looks like we do have a point of contact who can call you guys back and see what they can do in regards to assisting. Do you have a good call back number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, and then who is uh who should.
[CUSTOMER][NEUTRAL] 5 nights.
[AGENT][NEUTRAL] Who should she ask for?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm giving you my direct number. You can ask [PII] It's my direct phone number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I will go ahead and put in that request and I'm gonna send it to her via email and just let her know that you've gotten a letter regarding uh unclaimed property and uh you're wanting to know if you can get something more detailed like with policy numbers and dates of service so you guys can uh take a deeper look into it.
[CUSTOMER][NEUTRAL] OK. uh, what is her name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, does she have an email I can send, you know, the letter to so she can see it?
[AGENT][NEUTRAL] Um, so I'm gonna send an email to her, um, just regarding the, um, concerns and everything. She'll reach out to you and if she has any, if she needs a copy of the letter, I'm sure she'll be able to give you her email to send that on to her. There have been a lot of these letters going out, so it's not something unusual.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and uh the phone number again it's [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's what I have here, [PII], [PII].
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. Thank you so much. Is there anything else I can check on for you?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much.
[AGENT][POSITIVE] Alright you have a blessed day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.