AccountId: 011433970860
ContactId: f2a91258-04c7-4ac0-98a5-28decdcba30f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363209 ms
Total Talk Time (AGENT): 167842 ms
Total Talk Time (CUSTOMER): 159245 ms
Interruptions: 8
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/f2a91258-04c7-4ac0-98a5-28decdcba30f_20250527T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling ATL.
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Mount Sinai Medical Center, and I'm trying to check the claim status.
[AGENT][NEUTRAL] All right, and you said your name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. [PII], can you give me a policy number, please?
[CUSTOMER][NEUTRAL] Sure, uh, member ID is 02.
[CUSTOMER][NEUTRAL] 491-9445
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, that was 02.
[CUSTOMER][NEUTRAL] OK that was 06.
[AGENT][NEUTRAL] 4919.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] 19
[AGENT][NEUTRAL] 445.
[CUSTOMER][NEUTRAL] 445.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] It looks like I have one too many numbers.
[CUSTOMER][NEUTRAL] Where's she getting numbers
[AGENT][NEUTRAL] 024919445.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 19445.
[CUSTOMER][NEUTRAL] And the last 3, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Alright, we, we do have, we have one too many of the actual numbers. There should be 8 numbers.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] So, let's see, 024919. Should be 44 or 45?
[CUSTOMER][NEUTRAL] 0249.
[CUSTOMER][NEUTRAL] 4944 or 45.
[CUSTOMER][NEUTRAL] OK. 024194.
[CUSTOMER][NEUTRAL] 45.
[AGENT][NEUTRAL] Oh, OK. So, uh, extra. There we go. 02419445.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] 0
[AGENT][NEUTRAL] Is that correct? I
[CUSTOMER][NEUTRAL] Yeah, I think the num yeah.
[AGENT][NEUTRAL] OK. We don't, we don't need the ML part. All right, and what's the name of the, uh, insured or patient?
[CUSTOMER][NEUTRAL] We don't, we don't need that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The name of the name of the patient is [PII].
[AGENT][NEUTRAL] Thank you. And can we verify his date of birth, and if you have it, his address, please?
[CUSTOMER][NEUTRAL] Verify
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And address, please?
[CUSTOMER][NEUTRAL] Address from the patient.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, give me a moment.
[AGENT][NEUTRAL] It's like
[CUSTOMER][NEUTRAL] OK, give me a moment, OK?
[AGENT][POSITIVE] Of course, definitely.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, so address should be [PII].
[AGENT][POSITIVE] Excellent. So that's what we do have in our system. And [PII], do you have a date of service?
[CUSTOMER][POSITIVE] Excellent.
[CUSTOMER][NEUTRAL] And [PII], do you have a date of
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] For the claim.
[CUSTOMER][NEUTRAL] Uh, that, sure, that is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. OK, so what I'm going to do now, [PII], is place you through to someone who can actually see the claim. You won't have to go through the verification again, uh, but they'll be able to better assist you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Receive a claim. Well, have you guys do the verification.
[CUSTOMER][POSITIVE] Oh, but they'll be able to put that on too.
[AGENT][NEUTRAL] Before I transfer you, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No, just that.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and [PII], you have a wonderful day. One moment, please.
[CUSTOMER][POSITIVE] Well thank you for calling have a wonderful day. You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Well, hello, Ms. [PII]. This is [PII]. How are you, dear?
[CUSTOMER][POSITIVE] I'm great. [PII], how are you today?
[AGENT][NEUTRAL] I am fine. I am fine. Ms. [PII], I, I have a provider on the phone. His name is [PII].
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] He is calling on policy 24.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And let's say it's callback number, [PII]?
[AGENT][NEUTRAL] Uh, well, I'll give you what he, what's on here. I did not verify it with him. I do apologize. It is [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, that's not gonna be his number. OK, and how can I help him today?
[AGENT][NEUTRAL] Right, that's why I don't ask him that because it's never, yeah, um, he, well, he has, uh, checking on claim status and the date of service is [PII].
[CUSTOMER][NEUTRAL] Did they give you a bill amount?
[AGENT][NEGATIVE] It did not. I, I didn't ask for it.
[CUSTOMER][NEUTRAL] Yeah, I'll get all that from him. So he's just needing claim status and his name is [PII]. Is that correct, [PII]? And this.
[AGENT][NEUTRAL] His name is [PII], yes.
[CUSTOMER][NEUTRAL] And which policy did he tell you which one of these?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] I'm thinking it's [PII]. I think it was [PII] he's called. I think, I'm sorry.
[CUSTOMER][NEUTRAL] OK. I'll be
[CUSTOMER][POSITIVE] Yeah. That's fine. No, I'll, I'll take care of all that. So, uh, yeah, I can help him.
[AGENT][POSITIVE] OK, darling. OK, thanks. Bye.
[CUSTOMER][POSITIVE] Thanks, [PII]. All [PII]. Bye.