AccountId: 011433970860
ContactId: 0e7ab539-a65c-4e86-a6c9-5cea10642f4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278690 ms
Total Talk Time (AGENT): 131746 ms
Total Talk Time (CUSTOMER): 81271 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/0e7ab539-a65c-4e86-a6c9-5cea10642f4f_20250403T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm a medical provider and I need a claim status.
[AGENT][POSITIVE] Alright, [PII], I'll be glad to help you. Go ahead and give me your policy number, please, ma'am.
[CUSTOMER][NEUTRAL] It's 2476826, M like Mary, L Lima number 7.
[AGENT][POSITIVE] Alright, [PII], thank you so much for all that information. Now go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] All right, thank you for that, [PII]. Now, your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alrighty, thank you for all that information, [PII], looks like [PII] is.
[AGENT][NEUTRAL] A dependent spouse on this medical supplemental plan, and you did say you want to check the status of a claim. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the service, please, ma'am.
[CUSTOMER][NEUTRAL] Data service, it's 25-2025 [PII].
[CUSTOMER][NEUTRAL] But the amount is $16,223.11.
[AGENT][NEUTRAL] Is it from a hospital?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alrighty, thank you for that. So hold on just a moment. Let's see if I can locate it. Give me just a moment.
[AGENT][NEUTRAL] I think I see a claim. Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the name of the hospital?
[CUSTOMER][NEUTRAL] Mount Sinai Medical Center.
[AGENT][NEUTRAL] Yes, ma'am. I do show that this claim has been paid. You're gonna be getting a check for 3681-94.
[AGENT][NEUTRAL] Let me see when this check was printed.
[CUSTOMER][NEUTRAL] Got it
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] Alright, your check is dated [PII] for that amount of 3681 94. It has not been cashed yet, but it is dated [PII].
[AGENT][NEUTRAL] So it just went out about eight days ago. I do, it's 2034053.
[CUSTOMER][NEUTRAL] OK, do you have a check number?
[CUSTOMER][NEUTRAL] That's a check number, OK.
[AGENT][NEUTRAL] Check number, yes, ma'am, that's the check number. check date is [PII] single check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A single check. OK. And when was the claim received?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] When it was it received, let me go look at that.
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] And I need the claim number if it's possible, please.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Your claim number is 357.
[AGENT][NEUTRAL] 1606.
[AGENT][NEUTRAL] And let's see, you want to know when it was received?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It doesn't matter. If you can find it, it's OK. I already got the main info it's the claim, yeah, don't worry, don't worry about that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I can see.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, alrighty.
[CUSTOMER][NEUTRAL] OK, that's all, uh, did you provide call reference number?
[AGENT][NEUTRAL] No, ma'am, we do not, [PII], but is that all I can help you with?
[CUSTOMER][POSITIVE] Yes, that's all that's all I needed thank you very much have a wonderful.
[AGENT][POSITIVE] All right. Yes, ma'am. Well, you can use.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you. I really appreciate your assistance, OK? Have a great day.
[AGENT][POSITIVE] You as well, and thank you, [PII] for calling IPL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.