AccountId: 011433970860
ContactId: ff97f239-4cc9-4814-a9ee-d3aac3d93dee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128619 ms
Total Talk Time (AGENT): 39062 ms
Total Talk Time (CUSTOMER): 80800 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/ff97f239-4cc9-4814-a9ee-d3aac3d93dee_20250513T12:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning, [PII]. My name is [PII] and I'm calling from a dental office. Um, and I, I have a an extra check.
[CUSTOMER][NEGATIVE] Or a patient, so I need to see how to, how you want me to handle this, send it back or void it or whatever.
[AGENT][NEUTRAL] OK, um, [PII], is it like a duplicate, like the same check number, or they like two different check numbers?
[CUSTOMER][NEUTRAL] check that and see now I don't know what the check number was on the one we posted the let's see insurance check, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 20.
[CUSTOMER][NEUTRAL] No, OK, what happened, what happened was, there's a story.
[CUSTOMER][NEGATIVE] OK, on [PII] I called to check on a status of a payment and they said there had been one issued the end of March. We had not received it, um, and she thought we should have received it by then and we probably should have it when, you know, with a paper check, but, um, then, uh, they reissued that and then on that was on [PII] on [PII] we got a $92 check and now I've gotten another one.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. So, can you give me um one of the check numbers? Which one was deposited or yeah.
[CUSTOMER][NEUTRAL] deposited one for the one I have not deposited the check number is 2035494.
[AGENT][NEUTRAL] Yeah, because one of them's probably voided on our side.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Now on the [PII], that one's probably gone through already, but I can give you that check number too if you need it.
[AGENT][NEUTRAL] Um, yeah, so the one ending in [PII] shows voided on our side, so you could just tear it up and get rid of it.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.