AccountId: 011433970860
ContactId: f00e4c1e-44f5-44f4-ac17-71d90d778728
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 830299 ms
Total Talk Time (AGENT): 120556 ms
Total Talk Time (CUSTOMER): 106130 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=-2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/f00e4c1e-44f5-44f4-ac17-71d90d778728_20250210T17:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi this is [PII] at Total Family Healthcare, and what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII] last initial [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, I was calling I was calling regarding a payment that I received on a patient. Um, actually the payment is, um, I got two different checks with the same check number, so I wanted to verify to see if if that is correct.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, OK. Sure, I can assist you with that, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Um, do you have like a policy number or claim number, or do you just have a check number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I have a claim number or policy number whichever one's easiest.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the policy because I'll have to verify the moment.
[CUSTOMER][NEUTRAL] OK, 02582628.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] Alright, and this was for data service [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said you have 2 checks and they have the same number but different amount.
[CUSTOMER][NEUTRAL] Same amount and same check number.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, I know that was weird.
[CUSTOMER][NEUTRAL] I don't know how that happened, but.
[AGENT][NEUTRAL] Oh wow. Uh, OK. Um, let me check and see, um, let me check and see what happened. Let me call the correct department and see if they have any, any information about this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] One moment thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Ms. [PII]. OK, so I have um spoken to the correct department and they was letting me know that you can just go ahead and destroy one of them and just cash one of them, and I do apologize. I don't know what happened. It was a printout error.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That sounds easy enough, that's OK.
[CUSTOMER][NEUTRAL] So the total payment should just be $50 right?
[AGENT][NEUTRAL] Yes, it's just $50. Correct, yes. Mhm.
[CUSTOMER][NEUTRAL] OK, and the patient, they can be billed for the remainder of the balance?
[AGENT][POSITIVE] Correct, yes. Mhm.
[CUSTOMER][NEUTRAL] OK, is it just like an accidental policy or something?
[AGENT][NEUTRAL] Um, this one is an indemnity policy, it's an indemnity plan. Uh, so it pays flat amounts for the date of service and that is the maximum benefit, the $50. Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, and then also do you have a reference number?
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you will. Um, do you need the spelling again or any other information, [PII]?
[CUSTOMER][NEUTRAL] Um, no, that's it.
[AGENT][POSITIVE] Yeah, OK. Well, thank you for calling APR. You're welcome. I'm sorry for the confusion. You're welcome. OK. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] I appreciate your help. Thank you very much. That's OK. Thank you. bye bye.