AccountId: 011433970860
ContactId: 32e6434b-3f62-4737-af59-29f58246e278
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152520 ms
Total Talk Time (AGENT): 51221 ms
Total Talk Time (CUSTOMER): 42009 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/32e6434b-3f62-4737-af59-29f58246e278_20250624T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am calling from City Medical of the Upper East Side because we received the payment from APL, but that's all I have is a check. I don't know who the payment is for.
[AGENT][NEUTRAL] OK. Uh, do you have the check number?
[CUSTOMER][NEUTRAL] I do. It's 204-792-9.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] For $221.46.
[AGENT][NEUTRAL] OK, thank you. And could you give me your name and a good callback number, please?
[CUSTOMER][NEUTRAL] My name is [PII]. My number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. OK, let me look this up and see what we've got.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I found the information. Let me pull that up.
[AGENT][NEUTRAL] OK, looks like it was for date of service [PII]. Patient is [PII].
[AGENT][NEUTRAL] Um, I can give you her social if that's the easiest way to find her, or?
[CUSTOMER][NEUTRAL] No, do you have our account number or claim number?
[AGENT][NEUTRAL] Uh, account number is [PII] V [PII] 2983.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's all I needed. Was there any patient responsibility?
[AGENT][NEUTRAL] Um, it's a secondary policy, so it looks like it picked up the secondary.
[CUSTOMER][POSITIVE] Oh, OK, great. OK, that's all I needed. I appreciate your help.
[AGENT][POSITIVE] Hi, thanks for calling ATL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye now.