AccountId: 011433970860
ContactId: 0c7cfee2-1fd0-4a80-bee5-c39e6930b66a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336230 ms
Total Talk Time (AGENT): 129127 ms
Total Talk Time (CUSTOMER): 105319 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/0c7cfee2-1fd0-4a80-bee5-c39e6930b66a_20250515T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help?
[AGENT][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Uh, yes, this is, uh, [PII] with Mercy Clinic, and I was needing to um.
[CUSTOMER][NEUTRAL] Check on the medical claim please.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you um with a medical claim. And then may I also get your callback number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. And then may I have the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, her first name.
[CUSTOMER][NEUTRAL] I'm just gonna spell it, [PII], last name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], I believe, [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, and what is the member's policy number?
[CUSTOMER][NEUTRAL] 023299-90
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, and let me repeat it back to you 023299-90.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that is pulling up a completely different member's name. Do you have the social and I can look my social to see if I can pull in her policy?
[CUSTOMER][NEUTRAL] OK, let me see here um.
[CUSTOMER][NEUTRAL] OK, just one second.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Or even another policy number that we can try to look up to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, and I'm gonna look by I'm gonna look by name too, um.
[AGENT][NEUTRAL] See if I can find her by name also.
[CUSTOMER][NEUTRAL] OK, we don't have a card and this is on the child of the member.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I don't know if this uh this ID number is correct or not. I have that member's date of birth.
[AGENT][NEUTRAL] I do
[AGENT][NEUTRAL] I do
[AGENT][NEUTRAL] I do have um that name [PII], but I have one in 3 different states. Do you know what state they live in?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Um, well, this is, uh.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] [PII], OK, I don't see [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For the member.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] This one right here will be close and have correct date of birth.
[CUSTOMER][NEUTRAL] Well, I see a note on here.
[CUSTOMER][NEUTRAL] Yeah, I see um.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] A note on here that someone put the member has no medical plan or medical coverage.
[AGENT][NEUTRAL] OK. OK. That's might be why I'm not able to find them with that date of birth.
[AGENT][NEUTRAL] And that name
[CUSTOMER][NEUTRAL] Oh, on here there's another note that says the patient only has dental coverage.
[AGENT][NEUTRAL] If they don't have a policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That that they only have dental policies so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let me see if I can find them under their dental that I'll pull anything else in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We'll keep searching.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, the 3 [PII] that I have, none of them have a dental policy with us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, well, OK, well we'll just notify them.
[CUSTOMER][NEUTRAL] Um, the other department and they'll send them a letter.
[AGENT][NEUTRAL] OK, well, I'm sorry I wasn't able to find them for you.
[CUSTOMER][POSITIVE] OK, that's alright. OK, alright, well thanks for for your help. Mm, OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. I hope you have a wonderful day and thank you for calling APL, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, OK, thank you, bye bye.
[AGENT][NEUTRAL] Mhm.