AccountId: 011433970860
ContactId: 2029e5db-4970-4b0d-814a-f2b12a2f9eb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91220 ms
Total Talk Time (AGENT): 16769 ms
Total Talk Time (CUSTOMER): 31203 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/2029e5db-4970-4b0d-814a-f2b12a2f9eb7_20250515T19:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from Attention Saint Vincent Hospital. And I'm calling regarding a check payment that we have received from your side. I'm looking for the patient account number for this.
[CUSTOMER][NEUTRAL] Do
[AGENT][NEUTRAL] I'm so sorry and uh you you're cutting out um did you say that uh you're calling regarding uh a claim that we paid, is that right?
[CUSTOMER][NEUTRAL] Yeah, yeah, uh, this is regarding a check payment that we have received from your side, and I'm looking for the patient account number for this payment as we are not able to locate the patient in our system.
[AGENT][NEUTRAL] OK, um, when you say account number, do you mean there, uh, the policy number in there?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Do you have the patient control number?
[CUSTOMER][NEUTRAL] Hello, [PII], are you there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I