AccountId: 011433970860
ContactId: d07e8a11-52b9-4b50-bc0f-5c673f933694
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200320 ms
Total Talk Time (AGENT): 58887 ms
Total Talk Time (CUSTOMER): 81627 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/d07e8a11-52b9-4b50-bc0f-5c673f933694_20250501T12:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I am calling from Southern Shores Dental and received a.
[CUSTOMER][NEGATIVE] Check payment for services um but it was made out to the wrong doctor.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So I wanted to see about getting that fixed please. It's the the doctor that the check was made out to is the doctor that did the service but the owner of the practice all of our payments to him.
[AGENT][NEUTRAL] OK, yeah, let's take a look. Do you have the claim yeah, do you have the claim number or policy number?
[CUSTOMER][POSITIVE] So I thank you.
[CUSTOMER][NEUTRAL] I do, yeah, claim number is 3591274.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull up here.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, um, it is [PII].
[CUSTOMER][NEUTRAL] [PII] Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright. Thank you so much. OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Looks like it was made out to [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] [PII], correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] It's who it should be made out to.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it should go to [PII] at the [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so what I can do is put in a request to have this voided out and then reissued because I do see that on the billing, uh, for the claim information so it'll take it a few days to get voided out they just have to verify it's not cashed and then we'll reissue a new one, OK?
[CUSTOMER][POSITIVE] Sure, no problem.
[CUSTOMER][NEUTRAL] OK, do I need to send this back to you or just um hold on to it and then shred it or?
[AGENT][NEUTRAL] Yeah, you could just dispose of it. You don't need to send it back or anything like that, um, just tear it up. Yeah, absolutely.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Awesome, thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye