AccountId: 011433970860
ContactId: 211cb226-1469-430d-9212-f5d2a3e9c0e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167220 ms
Total Talk Time (AGENT): 67247 ms
Total Talk Time (CUSTOMER): 69519 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/211cb226-1469-430d-9212-f5d2a3e9c0e1_20250331T20:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from TripleO Medical Services. I was calling to get your payer ID to submit claims.
[AGENT][POSITIVE] Oh, it would be my pleasure to assist you, [PII], and I'm sorry, I said good morning, but thankfully it's good afternoon. [PII], what is it?
[CUSTOMER][NEGATIVE] Yeah, I don't know. I, I said, I'm looking at here, it says [PII]. I don't know how far you guys are back. Can't be that back.
[AGENT][NEUTRAL] Well, actually
[AGENT][NEUTRAL] We're on Central Standard Time and it's afternoon. I just said good morning.
[CUSTOMER][NEUTRAL] Uh, OK, OK, OK, uh, OK, OK, OK.
[AGENT][NEGATIVE] Just a mistake.
[AGENT][NEUTRAL] What is that, uh callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, I have GTA 6081815.
[AGENT][NEUTRAL] That is not the APL policy number.
[CUSTOMER][NEUTRAL] I'm looking at it here it says policy number GTA 6081815.
[AGENT][NEUTRAL] Do you have a
[AGENT][NEUTRAL] Is that on an APL ID card?
[CUSTOMER][NEUTRAL] No, I'm looking, so the patient was sitting in the hospital and this is the insurance information that was given to us.
[AGENT][NEUTRAL] Do you have an insurance name?
[CUSTOMER][NEUTRAL] With your phone number and his policy number.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you have an insurance company name?
[CUSTOMER][NEUTRAL] It just says other insurance plan, but then I Google the the address and everything and your insurance comes up.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, well, let's let's see if we can do a name search and see if I can locate the patient. What's the last name?
[CUSTOMER][NEUTRAL] Um [PII]
[AGENT][NEUTRAL] And the first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Let's see if I can locate a [PII]. I don't have a [PII] in our system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm wondering
[AGENT][NEUTRAL] I, I am not familiar with a company that uses the GT.
[AGENT][NEUTRAL] You said E
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I just am not able to locate them in our system.
[CUSTOMER][POSITIVE] Alright, no problem.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] That's it, appreciate it, thank you.
[AGENT][POSITIVE] Well, thank you for calling APL. I hope you have a wonderful day.