AccountId: 011433970860
ContactId: 2abce6aa-f00c-4248-86d6-fea45962110a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132080 ms
Total Talk Time (AGENT): 48635 ms
Total Talk Time (CUSTOMER): 67860 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/2abce6aa-f00c-4248-86d6-fea45962110a_20250626T15:26_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is Doctor [PII]. I'm calling on behalf of a patient.
[AGENT][NEUTRAL] Yes, Doctor. How can I help you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not sure about this insurance like a plan and if it's a HMO PPO, what network this patient should be in if they had a PCP assigned, and I just want to kind of help the patient out because he had a colonoscopy canceled at our facility because of the insurance coverage. So I want to try to get some understanding so I can get him in the correct place.
[AGENT][NEUTRAL] OK, yes, and what is the policy number, please?
[CUSTOMER][NEUTRAL] 684.
[CUSTOMER][NEUTRAL] 621, I'm sorry, 627.
[CUSTOMER][NEUTRAL] 179, so that's 684-627.
[CUSTOMER][NEUTRAL] 179.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Let's see, that's not one of our policy numbers, so let me see if I can't find it, uh, by his name. Um, how do you
[CUSTOMER][NEUTRAL] Oh, here's something else too. Oh yeah, there's a A F L M F E A is what's in front of it. Does that sound familiar?
[AGENT][NEUTRAL] Oh yes, uh-huh.
[AGENT][NEGATIVE] Uh, no, no, it doesn't.
[CUSTOMER][NEUTRAL] OK, maybe this isn't the correct.
[CUSTOMER][NEUTRAL] Advanced Wellness Plus. Does that sound familiar?
[AGENT][NEUTRAL] Uh, no. Um, what, how do you spell his last name?
[CUSTOMER][NEUTRAL] Last name is [PII] K.
[AGENT][POSITIVE] Thank you. And the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Well, I'm looking this up if I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Sure, uh, [PII].
[AGENT][NEUTRAL] OK, thank you. So you said his last name is spelled [PII], and the first name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK, yeah, I don't, I don't see that he has insurance with us. That's not one of our policies. I don't have him by his name. So I'm not sure, um, where he has insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, not here. All right, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, there's nothing else I can help with, and thanks for contacting us. Have a good day.
[CUSTOMER][NEUTRAL] All right, bye bye.