AccountId: 011433970860
ContactId: f9a63eb0-5be7-4d42-865b-195faee22c33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1483489 ms
Total Talk Time (AGENT): 182278 ms
Total Talk Time (CUSTOMER): 267070 ms
Interruptions: 8
Overall Sentiment: AGENT=0.6, CUSTOMER=-2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/f9a63eb0-5be7-4d42-865b-195faee22c33_20250623T17:55_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. may I assist you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Doctor [PII]'s office in [PII]. Um, what I was calling for, we had received a replacement check today, but we are unaware of because I guess the check had come to us in December, but we, I don't know if we did not receive it or what the circumstance was, but they did issue us a new check, but we don't know who it's for.
[AGENT][NEUTRAL] Can I have a um.
[CUSTOMER][NEUTRAL] Because we never res
[CUSTOMER][MIXED] They sent the check. It was so nice it came so quickly, but you guys had reached out to us um let me see if I have that because it gave me nothing.
[AGENT][NEUTRAL] Do we have a claim number?
[CUSTOMER][NEUTRAL] Um, because on the page that the letter we got on [PII], it said during a routine audit our records we discovered that the above reference check number issued you has not been presented to our bank, so it wasn't cashed, but we have no recollection of it and there's no patient ID there's nothing it just had the payee reference number.
[CUSTOMER][NEUTRAL] And the check number?
[AGENT][NEUTRAL] What's the reference number?
[CUSTOMER][NEUTRAL] I'm sorry, it is 100056803 and it was for $80.
[CUSTOMER][NEGATIVE] And then they then they sent a check and we they wrote it on the [PII] and we got it today but again there's no info.
[AGENT][NEGATIVE] I don't know how can I even look up a check. What's the check number?
[CUSTOMER][NEUTRAL] Isn't this crazy? Um, do you want the new check number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or the OK the new check number is 02050041.
[CUSTOMER][NEUTRAL] And that was wrote on the [PII].
[AGENT][NEUTRAL] Yeah, I'll check.
[AGENT][NEUTRAL] Mhm. [PII], can I have a callback number for you? Just in case the call is disconnected?
[CUSTOMER][NEUTRAL] And it just had a reference.
[CUSTOMER][NEUTRAL] Sure it is it is [PII]. I'll give you our back line and that way if the main line is busy.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] You have it, yes ma'am.
[AGENT][NEUTRAL] May I place you on a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you. I'll be right back.
[CUSTOMER][POSITIVE] Thank you honey.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] M V I keep getting on your nerves. So look, when I put it, when I put the check number in, do we supposed to bring up a policy or something?
[AGENT][NEUTRAL] Yeah, it ain't, it ain't this weird.
[AGENT][NEUTRAL] The policy number right here or something.
[AGENT][NEUTRAL] I'll provide on the phone. She gave me a check number cause she said that they received a check, but she don't know who it's for.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Do that 1 568-03.
[AGENT][NEUTRAL] This all came up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding. I'm still researching, so bear with me if you don't mind, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, I'm just fine thank you so much.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I looked at all the little stuff that you um.
[AGENT][NEUTRAL] That you gave me when I first came back, when I was on my little leave last time.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I don't see no mention about how to look it up.
[AGENT][NEUTRAL] Yeah, I'm on the um.
[AGENT][NEUTRAL] I went back to the
[AGENT][NEUTRAL] Let's see today is.
[AGENT][NEUTRAL] So she, it must have a voided check and she sent it back out.
[AGENT][NEGATIVE] You know how a check was not was, was never cashed.
[AGENT][NEUTRAL] That's crazy.
[AGENT][POSITIVE] That's why I like, it used to, I remember a long time ago, I was able to look it up years ago, I was able to look it up and it show mhm I even put up a new um lines to see if there's something mentioned about it on the little system menu.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm gonna ask [PII] cause she look it up.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you, though Miss [PII]. Uh, you're fine. Thank you.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] How could you look it up?
[AGENT][NEUTRAL] I am on the phone.
[AGENT][NEUTRAL] I'm on the phone.
[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][NEUTRAL] [PII], is it OK if I get your callback number and give you a call back because I'm still researching.
[CUSTOMER][NEUTRAL] Yeah, sure, sure, isn't that crazy? I just usually they would have like who it was for and then when they said even with the letter and I thought well gosh we're never gonna find it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Because we don't know who it's for.
[CUSTOMER][NEUTRAL] Um, yes, let me give you my number, honey.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] 385.
[CUSTOMER][NEUTRAL] 73.
[CUSTOMER][NEUTRAL] 49 that's our last two digits of our our private line, the [PII].
[AGENT][NEUTRAL] OK, cause I'm trying to research and I don't wanna keep you on a hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Oh, you're so sweet.
[AGENT][NEUTRAL] And you, and you did say the check number was 2050041, correct?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] 205-0041 that was the new check. The other check, the first one that they said we they they weren't able to cash was uh was that check was dated on [PII] and it was 56803 that was with the payee reference number that I had given you previously.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's just so odd.
[AGENT][NEUTRAL] Give me the payee reference number again if you don't mind.
[CUSTOMER][NEUTRAL] And that last one that I gave you, that's the.
[CUSTOMER][NEUTRAL] The no, the payee reference was 100056803 and that was all with the original letter on [PII] with the older check number.
[AGENT][NEUTRAL] I don't know anything. I didn't give a policy number.
[CUSTOMER][NEGATIVE] And they just had the amount nothing it just said it was with, and it had the check date of [PII]. The amount was $80 and payment of and it was blank.
[AGENT][NEUTRAL] Reference numbers.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, it's different.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, I'm gonna give you a call back once I find the get more details in regards to it.
[CUSTOMER][POSITIVE] You're fine sweetheart you are fine.
[AGENT][NEUTRAL] Because I don't, I have no idea like I don't understand. I normally can look in the system and it'll give me if I look at a, pull up a check number it'll give me the policy number or claim number, but they don't give anything.
[CUSTOMER][POSITIVE] OK, that's perfectly fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Exactly, yep, it's just, it's Monday they wanna play around with us.
[AGENT][POSITIVE] Yeah. Yes, ma'am, I agree, but I do apologize and I will give you a call back.
[CUSTOMER][POSITIVE] No well I thank you sweetheart. No, don't ever apologize it's perfectly fine.
[AGENT][POSITIVE] Well thank you for your understanding [PII]. Thanks for calling APL and have a good day.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you you too bye honey.
[AGENT][POSITIVE] Thanks, goodbye.