AccountId: 011433970860
ContactId: ba07ce44-4b13-46d6-bd0d-97ba64cc5453
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138880 ms
Total Talk Time (AGENT): 55423 ms
Total Talk Time (CUSTOMER): 51889 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/ba07ce44-4b13-46d6-bd0d-97ba64cc5453_20250113T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] calling from Sinai Medical Center. I need to get the status of the claim.
[AGENT][NEUTRAL] OK, yeah, I can check on the claim for you, [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. Your name once again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Care.
[AGENT][NEUTRAL] Mhm. And then do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] Oh, [PII], sorry about that.
[CUSTOMER][NEUTRAL] Yes, um, policy number is 2, I'm sorry, um, policy number is 02288514.
[AGENT][NEUTRAL] OK, thank you and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Um, let's see, I don't have that individual on this policy. Um, let me read the policy number back, make sure I heard that correctly. That was 02288514?
[CUSTOMER][NEUTRAL] Yes, and it would be ML 7.
[AGENT][NEUTRAL] OK. I don't have anyone under that name under this policy.
[CUSTOMER][NEUTRAL] So member is not under the policy.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] What was the date of birth again?
[CUSTOMER][NEUTRAL] That would be a [PII].
[AGENT][NEUTRAL] OK. Yeah, they are not under this policy.
[CUSTOMER][NEUTRAL] So they haven't added the member, the baby?
[AGENT][NEGATIVE] It does not appear so.
[CUSTOMER][NEUTRAL] What is the reference number?
[AGENT][NEUTRAL] A reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Ouch
[CUSTOMER][POSITIVE] No that was all thank you very much.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.