AccountId: 011433970860
ContactId: 37b53c1d-b519-4426-875a-922faf6ef399
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148800 ms
Total Talk Time (AGENT): 42135 ms
Total Talk Time (CUSTOMER): 53006 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/37b53c1d-b519-4426-875a-922faf6ef399_20250605T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Mount Sinai Medical Center to get some help on a claim for a member.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. Can you give you, um, can you give me a good callback number, please?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]. My [PII] is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do. It is 01628784 M for Mike L for Lima 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and then were you needing claim status or benefits or?
[CUSTOMER][NEUTRAL] Yeah, any claim status. This, this is kind of an old claim. It's for [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what was the bill charges?
[CUSTOMER][NEUTRAL] For $4,048.31.
[AGENT][NEUTRAL] Uh, it looks like we received it on 5-17-23, process 524-23.
[AGENT][NEUTRAL] And looks like the policy terminated, terminated on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect that makes a lot more sense now.
[AGENT][NEUTRAL] Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] That's it can I have a call reference please?
[AGENT][NEUTRAL] Uh, call reference is my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much you have a great day.
[AGENT][POSITIVE] Thank you for calling ATL. You too. Bye-bye.