AccountId: 011433970860
ContactId: f401d9ea-22e9-45e1-8662-f3b2debb7710
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201119 ms
Total Talk Time (AGENT): 66913 ms
Total Talk Time (CUSTOMER): 71151 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/f401d9ea-22e9-45e1-8662-f3b2debb7710_20250611T21:15_UTC.wav
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[CUSTOMER][NEUTRAL] I think so.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'd like to discuss claim status, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, and may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mrs. So, yeah, you're calling for, this is your personal account, you're calling from provider's office.
[CUSTOMER][NEUTRAL] I'm calling from a hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name of the hospital?
[CUSTOMER][NEUTRAL] Memorial Hospital Miramar.
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my direct number is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, we have 02513201, Mary Lima 803.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, OK, that's not who I pull.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] We're showing the patient is a minor, so the policy may be under mom. We're showing [PII].
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, do you have that information?
[CUSTOMER][NEUTRAL] Yeah, I just gave you mom's name and date of birth.
[AGENT][NEUTRAL] What about that?
[CUSTOMER][NEUTRAL] Let me see if we have that.
[CUSTOMER][NEUTRAL] We have [PII].
[CUSTOMER][NEUTRAL] We do not have his date of birth.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, Ms. [PII], it seems like this policy is for the father, and I don't see anybody else um under him.
[AGENT][NEUTRAL] Um, it looks like this is an individual policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So you're saying the policy I gave you is only showing for dad, not for anyone else.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And may I get your name again, please?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK. And is there a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right then, that was all I had for today, [PII]. Thank you for your time.
[AGENT][POSITIVE] You're welcome, Mr. [PII] and thank you for calling ATL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.