AccountId: 011433970860
ContactId: 1748e967-645e-4689-a48b-644dbac23dae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410339 ms
Total Talk Time (AGENT): 158223 ms
Total Talk Time (CUSTOMER): 99662 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/1748e967-645e-4689-a48b-644dbac23dae_20250212T14:39_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] and I'm calling from Piedmont Hospital looking for the claim status.
[AGENT][NEUTRAL] I can help with the claim status and what is that policy number, please?
[CUSTOMER][NEUTRAL] Sure, the policy number is D like Delta 44614271.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And how do you spell the patient's last name, please?
[CUSTOMER][NEUTRAL] For the patient's last name is [PII].
[AGENT][NEUTRAL] And, and how do you spell that?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm sorry. Yeah, do you mind, [PII], hold on, I'm sorry. Um, do you mind doing that again just a little bit slower? I'm sorry. I'm having trouble with my phone. I'm kind of cutting in and out. So how do you spell the last name, please?
[CUSTOMER][NEUTRAL] OK. The last name [PII].
[AGENT][POSITIVE] Thank you. And the first name?
[CUSTOMER][NEUTRAL] And the first name is [PII].
[CUSTOMER][NEUTRAL] [PII] Echo Lima.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Is she the um subscriber?
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] I'm just not finding it in my system, um.
[AGENT][NEUTRAL] See it's Henry, Henry Alpha Romeo Lima, Echo, Yellow, and then [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Are they right?
[AGENT][NEUTRAL] OK, um, do you have a social security number for Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, I have. Oh, my name is [PII].
[AGENT][NEUTRAL] [PII], I'm sorry. I'm sorry, [PII], yes. Um.
[CUSTOMER][NEUTRAL] OK. The SSN number is [PII].
[AGENT][NEUTRAL] [PII] thank you. OK, let me see if I can't find it that way.
[AGENT][NEUTRAL] Just a second here.
[AGENT][NEUTRAL] Well, let me try your name again.
[AGENT][NEUTRAL] [PII] Oh, no, I'm, I'm looking up her name. Um, I'm, I'm not finding her in our system, so I'm just trying to find her.
[CUSTOMER][NEUTRAL] My name.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, excuse me just one moment please. I'll be right back. Excuse me just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you. What is
[AGENT][NEUTRAL] [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] Sure, the date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try one other place to see if I can't find her because she's not coming up in our system, so I just
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, I don't find any, anybody by that name, uh, birth date or um social security number.
[CUSTOMER][NEUTRAL] Don't find any.
[CUSTOMER][NEUTRAL] Anything else what I give you to find the patient?
[AGENT][NEGATIVE] Right, yeah, I don't, I don't see her in our system at all.
[AGENT][NEUTRAL] Um, did you receive a, a claim number, um, from us? maybe if there's a claim number that you've received?
[CUSTOMER][NEUTRAL] Yes, I have a
[AGENT][POSITIVE] Awesome. What is that claim number, please?
[CUSTOMER][NEUTRAL] Yeah, I have a
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, the claim number is 2024.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] 202401-110203.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Well, uh, that's not gonna work either because that's not one of our claim numbers. Um, so I'm not, I'm not sure what to tell you. I, uh, and it's not, it's not coming up in my system.
[AGENT][NEUTRAL] Um, so I don't know that we have this individual.
[AGENT][NEUTRAL] In our system.
[AGENT][NEUTRAL] it's
[CUSTOMER][NEUTRAL] You don't find any.
[AGENT][NEUTRAL] No, I don't find anything for her at all. I'm sorry.
[CUSTOMER][NEUTRAL] Anything else?
[AGENT][NEUTRAL] Uh, that's really the only information I could use. If I can't find it by her Social Security number, that's usually the, the last thing that we look for is it, um, but, uh, I can't find it by her name, her Social Security number, her birthday.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so it's just not coming up in our system and that and the uh claim number that you've given me isn't one of our claim numbers.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, wait a moment, I have.
[CUSTOMER][NEUTRAL] I have another claim number please check on it.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Yeah, I have another claim number. Can I provide you?
[AGENT][NEUTRAL] Yes, yes, please, what is that number please?
[CUSTOMER][NEUTRAL] Sure, it's
[CUSTOMER][NEUTRAL] It's 202.
[CUSTOMER][NEUTRAL] 308160148.
[AGENT][NEUTRAL] OK, that's, yeah, that's not one of ours either.
[AGENT][NEUTRAL] I'm sorry, our, our claim numbers are um are usually only 7 digits long.
[CUSTOMER][POSITIVE] OK, no problem, thank you so much.
[AGENT][NEUTRAL] OK [PII], I'm sorry I wasn't able to help you. Thanks for contacting APL. Have a good day.