AccountId: 011433970860
ContactId: 21483b20-bc64-41ec-b908-3c049f8ce164
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389589 ms
Total Talk Time (AGENT): 90946 ms
Total Talk Time (CUSTOMER): 85884 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/21483b20-bc64-41ec-b908-3c049f8ce164_20250226T16:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling on a um plane denial we got stating that the patient, um, they can verify the patient had coverage and I'm calling to see if the patient has coverage or not for a data service.
[AGENT][NEUTRAL] OK, let's double check what is the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's D as in Delta 4371.
[CUSTOMER][NEUTRAL] 2377
[AGENT][NEUTRAL] Do you by chance have the claim number?
[CUSTOMER][NEUTRAL] Oh let me go back and see.
[CUSTOMER][POSITIVE] I hope I got it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You don't give a claim number, it just we got a letter saying that they couldn't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can't pull the patient with that number unfortunately I can search by their name or social. Do you have either of those?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me look and see. Yes, I have the social.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] The social, OK, it's [PII].
[AGENT][NEUTRAL] OK, let me try by that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You know what, I gave you the wrong, I am so sorry I gave you the wrong thing.
[AGENT][NEUTRAL] No, go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's for a child. Let me see, yeah, I think this is social security number is [PII].
[AGENT][NEUTRAL] What is the first and last name of the patient?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, one second, let's see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Hm, that's great.
[AGENT][NEUTRAL] Is [PII] the dependent? He's is, or is he the policy holder, do you know?
[CUSTOMER][NEUTRAL] Depended.
[AGENT][NEUTRAL] T for
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do we have the policy holder's name?
[CUSTOMER][NEUTRAL] Yes, it's [PII] look like [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] So we found something for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] You think so.
[AGENT][NEUTRAL] What was the date of service?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, I don't see any active coverage for them at that time. I don't even see that member, I see [PII]. The first social you gave me pulled up a policy for [PII], but it's just a single coverage, and the policy termed in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, well, we just have to be a patient because that's what we got back something saying that they couldn't locate, you know, a policy for.
[AGENT][POSITIVE] Yeah, yeah, that's what I see also, so yeah, that seems to be correct.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, alright, and do you have a reference number?
[AGENT][NEUTRAL] Yes, ma'am. Call reference is my name with my last initial than today's date. My name again is [PII], which is [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much [PII] you have a great day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye.