AccountId: 011433970860
ContactId: e9dbbc2f-d65a-4518-8614-e010db9d7391
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397220 ms
Total Talk Time (AGENT): 111765 ms
Total Talk Time (CUSTOMER): 137231 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/e9dbbc2f-d65a-4518-8614-e010db9d7391_20250611T16:46_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I wanna see if the check has been cashed. It was, it was issued on [PII] and we still are not. I don't have it posted to their account yet.
[AGENT][NEUTRAL] OK, do you have a callback number and get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 253-655-3
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The [PII] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] I probably just butchered that up.
[AGENT][NEUTRAL] Mhm. That's OK. I couldn't pronounce it either.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And you're wanting to know about, to see if the check is cleared for a certain date of service?
[CUSTOMER][NEUTRAL] Yeah, it, it was for data service um.
[CUSTOMER][NEUTRAL] [PII] and it was for $75 is what it was issued for it was issued [PII].
[AGENT][NEUTRAL] OK, hold on just a moment. Let me look that up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said it was for 101 or 10-11?
[CUSTOMER][NEUTRAL] 1011.
[AGENT][NEUTRAL] Was the data service?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on just a second.
[CUSTOMER][NEUTRAL] And the amount billed was $330.
[AGENT][NEUTRAL] Do you have a check number?
[CUSTOMER][NEGATIVE] Um, I don't think they gave, no, they did not give me that one because this is the 3rd time it's been.
[AGENT][NEUTRAL] Or anything?
[AGENT][NEGATIVE] They didn't get
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Reissued.
[AGENT][NEUTRAL] I see 101, but I don't see a data service for 10/11.
[CUSTOMER][NEUTRAL] Uh, maybe it is 101.
[CUSTOMER][NEUTRAL] Maybe I put the wrong date on my note it's possible. Hang on, let me look.
[CUSTOMER][NEUTRAL] It is 101 sorry I put the wrong wrong date on my note.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Hold on just a second.
[AGENT][POSITIVE] I'm still showing as outstanding.
[CUSTOMER][NEUTRAL] OK, and it went to the, did it go to the [PII]?
[AGENT][NEUTRAL] Let me make, let.
[CUSTOMER][NEUTRAL] [PII] is that the one I went to.
[AGENT][NEUTRAL] Let me go back to it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Did it have any positive?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII] facial and Oral Surgery.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And it was and it did go out on [PII] or was it, was it after that that it was sent out?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yes, it was processed on [PII], so it would have went out the next day.
[CUSTOMER][NEUTRAL] And it's just coming from
[CUSTOMER][NEUTRAL] And it's just coming from [PII] so it should have already been here.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, cause it's been a month and a couple of weeks.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can we go ahead and can we go ahead and reissue or?
[AGENT][NEGATIVE] Yeah, since it's been 30 days, we can reissue it, but we've already done it. This is the 3rd time. I wonder why y'all are not getting it.
[CUSTOMER][NEUTRAL] Well, because before that the address was wrong.
[AGENT][NEUTRAL] It's wrong. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I didn't look at that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, the address was wrong the first couple 2 times.
[AGENT][NEUTRAL] OK, I can send it to be voided and reissued.
[CUSTOMER][NEUTRAL] OK, yeah, let's do that and.
[CUSTOMER][POSITIVE] Hopefully we'll get it this time.
[AGENT][POSITIVE] OK, I'll get that done for you.
[CUSTOMER][NEUTRAL] OK, and then it's just your name and today's date?
[AGENT][NEUTRAL] Yes, ma'am. We don't have reference numbers.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] Alright, thank
[CUSTOMER][POSITIVE] That will be all thank you for your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.