AccountId: 011433970860
ContactId: d4113a02-7f18-49fb-8881-41dfef328203
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299420 ms
Total Talk Time (AGENT): 86255 ms
Total Talk Time (CUSTOMER): 69877 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/d4113a02-7f18-49fb-8881-41dfef328203_20250613T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII], I think I received a check from you guys by mistake.
[AGENT][NEUTRAL] OK. Do you have the check number?
[CUSTOMER][NEUTRAL] Yes, it's too I mean it's made out to me but I can't figure out who this patient is so um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The check number is 2048055.
[AGENT][NEUTRAL] OK, and it didn't have an EOB attached, is that right?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah it does.
[AGENT][NEUTRAL] Oh, OK. Um, do you have, uh, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Are you with the provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That check pulled up. Give me one moment.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, let me locate the, uh, for 324 [PII], is that right?
[CUSTOMER][NEUTRAL] Yeah and I just, I'm like I don't, that's not a patient of ours that I can find so and it says relationship spouse actually also and we see kids.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, that's strange. OK, let's see.
[AGENT][NEUTRAL] OK, let me pull up what we received.
[AGENT][NEUTRAL] Yeah, it looks like that's for the spouse. Well, that's strange. OK. It had
[AGENT][NEUTRAL] OK, you're not SSM [PII].
[CUSTOMER][NEUTRAL] I'm what? not sorry it sounds a little.
[AGENT][NEUTRAL] Are you're not part of SSM Healthcare?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, uh, that's strange. I don't know why we
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Maybe they entered the tax ID a digit off or something and it pulled in the wrong um information um let's see.
[AGENT][NEUTRAL] OK, um, if you wanna just, uh, you can destroy that check. I'm gonna send this back to our claims department so we can get this paid to the right healthcare provider.
[CUSTOMER][NEGATIVE] OK, alright, and no one's gonna come back and ask me for this money back since I'm not cashing it, right? I just.
[AGENT][NEUTRAL] No, um, no.
[CUSTOMER][NEUTRAL] Like, is it better if I send it back to you or?
[AGENT][POSITIVE] Yeah, actually, you know what, that's probably a good idea. Yes, if you can send it back to us and say unable to identify patient, um, not our patient or something to that effect, um, that way no issues.
[CUSTOMER][NEUTRAL] OK um.
[CUSTOMER][NEUTRAL] OK, and I'm gonna scan it too and save it. I don't know where just in case but um is there should I send it back to the [PII]?
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Yes, that'll go to our claims department so we'll be able to get this cleared up.
[CUSTOMER][NEUTRAL] OK perfect all right and what is your name?
[AGENT][NEUTRAL] Uh, my name is [PII], first initial to last name, [PII].
[CUSTOMER][NEUTRAL] S
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII].
[AGENT][POSITIVE] OK, thank you, [PII]. Thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks. Bye-bye.