AccountId: 011433970860
ContactId: c7fbb716-8297-446c-a2f8-134aa93570f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297010 ms
Total Talk Time (AGENT): 106201 ms
Total Talk Time (CUSTOMER): 85274 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/c7fbb716-8297-446c-a2f8-134aa93570f0_20250127T18:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I'm calling from Mountain Lakes Medical Center. I'm returning a call to [PII]. She left me a message and I didn't get the full detail of her message as the call was dis disconnected.
[AGENT][NEUTRAL] OK. Um, and you said your name is [PII]. Is that correct? OK. And you're with which facility again, [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Mountain Lakes Medical Center.
[AGENT][NEUTRAL] Mountain Lakes Medical Center.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is your callback number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]. OK. And did she leave a message as to the members?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I only have the name of the patient, um, which is [PII]. It sounds like [PII].
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEGATIVE] No, I didn't get the call was disconnected.
[AGENT][NEUTRAL] All right, let me see if I can um.
[AGENT][NEUTRAL] Do you mind letting me place you on a brief hold?
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] Thank you. Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] [PII], thank you very much for holding for me. Do you have any idea what state this member may live in?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, I would say [PII], that's the state we provide services in.
[AGENT][NEUTRAL] OK, so [PII] is not available at the moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said that his name is [PII]. Is that correct?
[CUSTOMER][POSITIVE] I that's the name she was leaving me, but I can't wait for her to call back when she.
[AGENT][NEUTRAL] OK, what I can do is just send her a message and ask her to give you a call. What is, um, and again, it's [PII] mountain.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mountain Lakes Medical Center.
[AGENT][NEUTRAL] Lakes Medical Center, uh-huh. And what department do you work in, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] This is the billing department.
[AGENT][NEUTRAL] OK, and then they called you earlier today, is that correct?
[CUSTOMER][NEUTRAL] She left a message. Yes, there was a, I was picking up my message. There was a message on my voicemail.
[AGENT][NEUTRAL] And she, I'm just curious, did she leave that message for you today?
[CUSTOMER][NEUTRAL] I, I'm not sure it could be Friday I was out of the office on Friday. I, I did not, yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, well, I will send.
[CUSTOMER][NEUTRAL] I think it was today it was [PII] I think it was today.
[AGENT][NEUTRAL] OK, well, I'll be happy. She could possibly um be at lunch. We're on Central time, so it's [PII]. I can just see that she's not available at the moment, [PII]. But again, I will send her a message asking her to give you a call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] That, that is fine. I just wanted to respond to my voicemail, that's all. I'm pretty sure she will call back and, yeah, OK?
[AGENT][POSITIVE] Absolutely, absolutely.
[AGENT][NEUTRAL] OK. Well, I will, I will get this to you. Is there anything else that I can help you with at the moment?
[CUSTOMER][POSITIVE] No ma'am thank you.
[AGENT][POSITIVE] You're welcome, [PII], and thank you again for calling ATL. I hope you have a nice day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.