AccountId: 011433970860
ContactId: 658837ba-ded4-4772-95af-86da0124f899
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197229 ms
Total Talk Time (AGENT): 60495 ms
Total Talk Time (CUSTOMER): 59392 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/658837ba-ded4-4772-95af-86da0124f899_20250529T14:19_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling on behalf of Mount Sinai Medical Center. How are you?
[AGENT][NEUTRAL] I'm doing fine. How are you? And how do you spell your name?
[CUSTOMER][POSITIVE] I'm good.
[CUSTOMER][POSITIVE] I'm good, thank you for asking. My name is spelled [PII].
[AGENT][NEUTRAL] And how did you pronounce it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I do. It's 02458537. M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And were you needing benefits?
[CUSTOMER][NEUTRAL] Our uh claim status please.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] And what data service was that for?
[CUSTOMER][NEUTRAL] It's 111-2024 and the bill amount is $228.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, we did receive that claim in. Office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect, can I have a claim number please?
[AGENT][NEUTRAL] Yes, ma'am. Just a moment.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] It is 353-565-4.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and what was the date that it was processed on?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII]. Can I just have a reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That is all thank you so much, [PII], for your time and your help today.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You, you have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.