AccountId: 011433970860
ContactId: d4d0a6ca-fd60-4a58-9461-ede23a05e5d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150470 ms
Total Talk Time (AGENT): 33228 ms
Total Talk Time (CUSTOMER): 76607 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/d4d0a6ca-fd60-4a58-9461-ede23a05e5d8_20250616T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes [PII], good afternoon. My name is [PII] and I'm calling from a cloud health billing office. Um, [PII], what I'm trying to do, we have previously received a check from APL and I'm trying to find out if we can update the payment status to receive them electronically and also receive the remit the same way if that's possible.
[AGENT][NEUTRAL] Yeah, let's take a look.
[CUSTOMER][NEUTRAL] I know you know not all checks can come that way so um let me pull that check back up. I mean this is just for future.
[AGENT][NEUTRAL] Right, OK, yeah.
[CUSTOMER][NEUTRAL] Payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I don't know if this could have been relating to a claim maybe like workman's comp or something I'm not quite sure.
[AGENT][NEUTRAL] What is the check number you have, [PII]?
[CUSTOMER][NEUTRAL] OK, the check number that I have on file previously that we received and it was already cashed was check number 2048503.
[AGENT][NEUTRAL] OK. And you're calling from Florence Neurosurgery and Spine?
[CUSTOMER][NEUTRAL] Yes, but I'm calling from the billing office for my cloud.
[AGENT][NEUTRAL] OK, so, and
[CUSTOMER][NEUTRAL] And we have different tis so.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] No, I was saying we have different entities so we may have, we have several tax identification numbers or NPI numbers so.
[AGENT][NEUTRAL] OK, so I apologize for the confusion. It looks like at this time we don't transmit any payments for providers with EFT so it looks like, yeah, check is the only option.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, OK, sir, that's no problem. I'll just go ahead and input that so when it comes to again at least we'll know but thank you so much.
[AGENT][POSITIVE] My pleasure. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh bye.