AccountId: 011433970860
ContactId: f8337de1-98de-4a56-b11f-8d808ef78edb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309760 ms
Total Talk Time (AGENT): 85738 ms
Total Talk Time (CUSTOMER): 75462 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/f8337de1-98de-4a56-b11f-8d808ef78edb_20250507T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I'm calling from New York Presbyterian Hospital Wild Cornell, and I'm checking the status of this claim.
[AGENT][NEUTRAL] OK, I can help you with the claim status. Can you please uh spell your name for me and give me your callback number?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] And you pronounce it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII] I M [PII] is the date of birth and the policy number is uh.
[CUSTOMER][NEUTRAL] Let me get that for you.
[AGENT][POSITIVE] Yes ma'am, take your time.
[CUSTOMER][NEUTRAL] It's um 02595642.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're very welcome. OK, and then what is the date of service for Ms. [PII]?
[CUSTOMER][NEUTRAL] Data services [PII]. 1 data service, the bill amount is 11,226.90.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Miss [PII] while I look up this claim for us and I'll be right back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you very much for holding for me. I do see that um we have the claim. The claim number was 359-6215. The claim has been denied because the uh benefit maximum for that date of service has been met.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Benefit
[CUSTOMER][NEUTRAL] Max
[CUSTOMER][NEUTRAL] has been met.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] When was the claim received?
[AGENT][NEUTRAL] The claim was received on
[AGENT][NEUTRAL] Let's see, it was received on [PII] and processed also on [PII].
[CUSTOMER][POSITIVE] OK, got it. Thank you so much, [PII]. You have a wonderful day. Do you have a reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful rest of your week and weekend. Thank you for calling APL, Miss [PII].
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Bye-bye.