AccountId: 011433970860
ContactId: 020308ef-5c6f-46bd-a561-4fc10a10a942
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298239 ms
Total Talk Time (AGENT): 97752 ms
Total Talk Time (CUSTOMER): 81216 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/020308ef-5c6f-46bd-a561-4fc10a10a942_20250424T19:11_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APPL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII]. My last name is [PII] calling you from the provider's office looking for claim status.
[AGENT][NEUTRAL] OK, sure, I can assist your claim status. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Saint Francis Medical Center.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The patient side, yes.
[CUSTOMER][NEUTRAL] 002 06119.
[AGENT][NEUTRAL] 119 is the last digit.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patient's first name is uh [PII]. Last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I can hardly, uh, I can hardly hear you. I'm sorry. You said [PII] of what year?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] 7. OK. Let me have the policy number one more time because I didn't pull anything with that number.
[CUSTOMER][NEUTRAL] OK. Uh 002 06119.
[AGENT][NEUTRAL] That's not enough numbers. uh, yeah, that's what I have. Um, do you have the copy of the card?
[CUSTOMER][NEUTRAL] Uh, no, I don't have.
[AGENT][NEUTRAL] You don't, OK, um, what what other information do you have on this member because yeah, that policy is too short to be one of our policy numbers.
[CUSTOMER][NEUTRAL] So the member ID is 00206119, right?
[AGENT][NEGATIVE] Yeah, yeah, that's what you gave me. Yeah, you gave me that in the beginning. I um got it again and I put it in the system twice and it's not pulling anything up.
[CUSTOMER][NEUTRAL] Uh, OK, then let's move to the next patient.
[AGENT][NEUTRAL] OK, go ahead with the next policy.
[CUSTOMER][NEUTRAL] The next ID is 00182953.
[AGENT][NEUTRAL] And you are trying to get um claim status for APL, American Public Life, correct?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, those numbers are definitely not ours. They're.
[AGENT][NEUTRAL] It don't start like that and they don't have that little numbers, um.
[AGENT][NEUTRAL] One moment, yeah.
[CUSTOMER][NEUTRAL] So you are saying that um the by the 00182953.
[AGENT][NEUTRAL] Correct, 0, OK, I'm gonna repeat it. 00182953. That's not in our system.
[CUSTOMER][NEGATIVE] Uh, you cannot be able to pull out these.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Uh, let's move to the last patients.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] So the ID is 0026.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm. That's not our number.
[CUSTOMER][NEUTRAL] Yeah.