AccountId: 011433970860
ContactId: 26ebb561-667c-462c-8769-ae7f34a5e5de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162250 ms
Total Talk Time (AGENT): 73961 ms
Total Talk Time (CUSTOMER): 94875 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/26ebb561-667c-462c-8769-ae7f34a5e5de_20250617T15:09_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for
[CUSTOMER][POSITIVE] Good morning. Thank you
[AGENT][NEUTRAL] This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII], and I'm calling from Mount Sinai Medical Center, Florida. I'm calling to check on a claim status.
[AGENT][NEUTRAL] All right, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Alrighty, [PII], thank you for that. Now go ahead and give me a good policy number.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Yes, one second, policy number is 02517406.
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all of that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please, ma'am.
[CUSTOMER][POSITIVE] [PII] thank you
[CUSTOMER][NEUTRAL] So they give me
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright [PII], thank you for that information. Now your patient's name and date of birth?
[CUSTOMER][NEUTRAL] No, it's, that is
[AGENT][NEUTRAL] So, please.
[CUSTOMER][NEUTRAL] Date of birth
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Yes, his name is [PII]. Last name [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] All right, it looks like he is the insured on this medical supplemental plan, and you did say you want to check the status of a claim. Is that correct?
[CUSTOMER][NEUTRAL] I can't answer I'm just better.
[CUSTOMER][NEUTRAL] plan and you did say you want to check.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] They the service.
[CUSTOMER][NEUTRAL] Date of service was on [PII].
[AGENT][NEUTRAL] Oh, [PII]. And how much is your bill for, Sonata?
[CUSTOMER][NEUTRAL] It's $337.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Alright, I do see that claim inhouse Sonata. It is for an office visit and office visits are not covered under this supplemental plan.
[CUSTOMER][NEUTRAL] What I do see that claim in-house sonata, it is for an office visit and office visits are not covered under this supplemental claim.
[CUSTOMER][NEUTRAL] Oh, I understand. Just to confirm, it, it will be this patient responsibility?
[AGENT][NEGATIVE] Yes, it's not covered here at all.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][POSITIVE] OK, understood. Thank you so much. May I have um your name and the reference number for the call?
[AGENT][NEUTRAL] Well, is that all that I can help for you today, Sonata?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, that's what I mean.
[AGENT][NEUTRAL] Well, uh, we don't give reference numbers, but you can use my name in today's date if you need to do so. And my name is [PII] spelled [PII]
[CUSTOMER][NEUTRAL] We don't give
[CUSTOMER][NEUTRAL] You see, my name is stay safe. You need to do so, and my name is spelled [PII]
[CUSTOMER][POSITIVE] And OK, thank you so much for that. Have a great day.
[AGENT][POSITIVE] Yes, ma'am. You as well, [PII], and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.