AccountId: 011433970860
ContactId: 21385a42-5101-4ac3-95e3-bd15324f6cc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154639 ms
Total Talk Time (AGENT): 56998 ms
Total Talk Time (CUSTOMER): 85252 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/21385a42-5101-4ac3-95e3-bd15324f6cc7_20250110T15:46_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm hoping you can help me out. Um, my name is [PII]. I'm calling from Piedmont Summerville Emergency department.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I have a patient here, Ms [PII] and I'm trying to just verify her insurance so we can move on with the process. Um, I've already called MAU. They told me the policy was active from [PII]. Um, basically, I see, and they told me to call you, so I'm just confused with this whole process. So if you can help me out.
[AGENT][POSITIVE] Yeah, I'd love to help you out. Um, do you have their policy number handy so I can get them pulled up?
[CUSTOMER][NEUTRAL] Which one do you want, the APL or the MAU?
[AGENT][NEUTRAL] The APL.
[CUSTOMER][NEUTRAL] Because it's OK, it's 02311714.
[AGENT][NEUTRAL] Perfect. And could you verify your patient's uh last name and date of birth for me?
[CUSTOMER][NEUTRAL] It's spelled [PII]
[CUSTOMER][NEUTRAL] And the birthday is [PII].
[AGENT][POSITIVE] Wonderful. Yes, she is current and active with us, same effective date [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Um, can you give me a confirmation number?
[AGENT][NEUTRAL] Um, yeah, so we don't have reference numbers, but you can use my name, [PII], first initial last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, and uh now they gave me a claims address of [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, do I have to put it, do I have the the the the Charles, action, take two.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Do I put attention APL or MAU?
[AGENT][NEUTRAL] You're gonna put it to them. um, they're, it's really weird. It's the only company that does this, but they're like the middle man and then they sort the claims and anything that needs to come to us they send to us.
[CUSTOMER][NEUTRAL] OK, so I'm gonna
[AGENT][NEUTRAL] It's so weird. I'm sorry. It's honestly the only thing that works like that. I know it's crazy.
[CUSTOMER][POSITIVE] Well, I'm just glad we're having a snowstorm right now and it's quiet.
[AGENT][POSITIVE] Oh my, I love the quiet of the snow. I hope you stay quiet though.
[CUSTOMER][NEUTRAL] But I mean like you're really busy, but the snow's keeping everyone away so I have time to make this call.
[AGENT][NEUTRAL] Oh yes.
[CUSTOMER][POSITIVE] All right, so I got their claim address, so I guess we're all set then. Thank you so much.
[AGENT][POSITIVE] Yes, it's my pleasure and if there's anything else you need just give us a call we'll do our best to help you through it.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] My pleasure. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.