AccountId: 011433970860
ContactId: 18abf88b-b1fd-42a4-a9b5-749653e01785
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401519 ms
Total Talk Time (AGENT): 158031 ms
Total Talk Time (CUSTOMER): 130852 ms
Interruptions: 7
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/18abf88b-b1fd-42a4-a9b5-749653e01785_20250625T19:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is Millette group billing. How may I help you?
[CUSTOMER][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] from Mount Sinai Medical Center calling for checking claim status.
[AGENT][NEUTRAL] OK. And your name again?
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's a good call back number just in case we get disconnected please?
[CUSTOMER][NEUTRAL] And what's a good call back number just in case we get disconnected please? Yes, um, my callback number is [PII].
[AGENT][NEUTRAL] OK, [PII], that's.
[CUSTOMER][NEUTRAL] Is a direct line.
[AGENT][NEUTRAL] Uh, you said that you were calling on a claim status?
[CUSTOMER][NEUTRAL] Uh, you said that you were calling on the phone.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, what is that policy number?
[CUSTOMER][NEUTRAL] OK, uh, what is that policy number?
[CUSTOMER][NEUTRAL] It's 02144303.
[CUSTOMER][NEUTRAL] M as in mom.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] L as in Lima, 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the insured is
[CUSTOMER][NEUTRAL] And they should.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Well, who's the claim on?
[CUSTOMER][NEUTRAL] Well who's the one
[CUSTOMER][NEUTRAL] Well, I don't have, oh yeah, let me check.
[CUSTOMER][NEUTRAL] Do you want to know the claim number?
[AGENT][NEUTRAL] OK, if you've got a claim number, I can do that and I can because I'm gonna have to transfer you.
[CUSTOMER][NEUTRAL] OK, if you've got a claim number, I can do that and I can because I'm gonna have to transfer.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] But if I get all the information, I can pass that along and you won't have to repeat it.
[CUSTOMER][NEUTRAL] But if I get all the information I can pass that along.
[CUSTOMER][NEGATIVE] Have to receive it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. What is that claim number, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] P as in Papa 36333541.
[AGENT][NEUTRAL] OK. P 3633.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 3633.
[AGENT][NEUTRAL] I didn't get the last 2 numbers. I'm sorry.
[CUSTOMER][NEUTRAL] I didn't get the last
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The last 241.
[AGENT][POSITIVE] [PII]. All right, [PII]. Thank you so much. Um,
[CUSTOMER][NEUTRAL] For
[CUSTOMER][POSITIVE] All right, [PII], thank you so much.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] If you don't mind holding just a moment, I can transfer you over.
[CUSTOMER][NEUTRAL] you
[AGENT][NEUTRAL] And someone will be able to help you with that, OK?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK. OK, thank you.
[AGENT][POSITIVE] You're so welcome and thank you, thank you for calling APL and is there anything else that I can help you with?
[CUSTOMER][POSITIVE] You're so welcome and thank you. Thank you for calling ATL and is there anything else that I can help you with?
[AGENT][NEUTRAL] Before I transfer you.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] All right. Thank you. One moment please.
[CUSTOMER][POSITIVE] Alright thank you one moment please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], I, I'm sorry I probably shouldn't have called this line, but um, I have [PII] on the phone. Her call back number is [PII], and again I apologize for trans I, I just disconnected and call where I was supposed to, but she's calling on a claim.
[AGENT][NEUTRAL] Um, she said it was P363341.
[CUSTOMER][NEUTRAL] Is that the that's the claim number?
[AGENT][NEUTRAL] That's what she said, but the policy number she gave was 2144303.
[CUSTOMER][NEUTRAL] You said 214-4303?
[AGENT][NEUTRAL] Uh-huh. She didn't give me a name. She just gave me the claim number, that claim number.
[CUSTOMER][NEUTRAL] OK, so you haven't verified any information?
[AGENT][NEUTRAL] Uh, no, cause she didn't, she, I asked her for that and she said she didn't have it.
[AGENT][NEUTRAL] And she says I have a claim number.
[CUSTOMER][NEUTRAL] OK, because that's not one of our claim numbers. Our claim numbers don't start with uh with the initials.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] I didn't think it was.
[AGENT][NEUTRAL] I didn't think it was either.
[AGENT][NEUTRAL] And this policy's been like since [PII].
[AGENT][NEUTRAL] But she's calling on a claim status.
[AGENT][NEUTRAL] So, um.
[CUSTOMER][NEUTRAL] OK, then I'll have to verify her information then.
[AGENT][NEUTRAL] Right, well, I mean, like I said, I don't know. I think she's calling from a medical provider, I mean.
[AGENT][NEUTRAL] Facility
[CUSTOMER][NEUTRAL] OK, so it's a provider calling?
[AGENT][NEUTRAL] I think so.
[CUSTOMER][NEUTRAL] OK, and what's the provider's name?
[AGENT][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] She didn't tell my man. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And again, I do apologize, [PII].
[CUSTOMER][NEUTRAL] OK, you can um go ahead.
[CUSTOMER][NEUTRAL] You can go ahead and send her to me.
[AGENT][POSITIVE] Thank you, dear.
[AGENT][POSITIVE] You have a good day.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] You too