AccountId: 011433970860
ContactId: 8248a4e8-a9eb-48f7-a4da-a18843a4e6c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125720 ms
Total Talk Time (AGENT): 34646 ms
Total Talk Time (CUSTOMER): 61167 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/8248a4e8-a9eb-48f7-a4da-a18843a4e6c4_20250611T19:02_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Calling ATO, my name is [PII].
[CUSTOMER][NEUTRAL] Hello, good afternoon. My name is [PII]. I'm calling from Mount Sinai Medical Center, Florida, um, to check on a claim status, please.
[AGENT][POSITIVE] I'll be happy to assist with claim status. I'm sorry, can you repeat your first name for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][POSITIVE] And right now if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] One second. It's 02144303, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. Last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] It was on [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] I'm showing the claim denied because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Uh, understood. What will be the next step? Is this patient responsibility?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] I mean if it's not if if it's not covered by us I would I would assume it's their responsibility.
[CUSTOMER][POSITIVE] Um, I understand. Um, thank you so much for that information and that's all I needed. May I have your name once again and the reference number for the call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK. Thank you so much for that. That's what I needed. Thank you.
[AGENT][POSITIVE] Thank you for calling APM. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.