AccountId: 011433970860
ContactId: 2ccc8988-aa96-451a-bf48-943341f25dce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183520 ms
Total Talk Time (AGENT): 75910 ms
Total Talk Time (CUSTOMER): 82366 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/2ccc8988-aa96-451a-bf48-943341f25dce_20250515T16:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATO. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] calling from provider's office to check on claim status. How are you doing today?
[AGENT][POSITIVE] I'm good thank you how about you, Mr. [PII]?
[CUSTOMER][POSITIVE] Yeah, I'm great. Thanks for asking. I'm sorry I missed the name. Uh, can you please spell the name if you don't mind?
[AGENT][NEUTRAL] Mm yeah.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[AGENT][NEUTRAL] And Mr. [PII], um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, my direct contact number would be [PII] with the extension of [PII].
[AGENT][NEUTRAL] [PII]. OK. What's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Brady Memorial Hospital or Brady Health System located in [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, A as in Alpha, B as in beta, H as in Henry, 494,910.
[AGENT][NEUTRAL] OK. um, Mr. [PII], this is not our policy number. Do you have the card or do you have any other information?
[CUSTOMER][NEUTRAL] Uh, I don't have any information because on my system, I don't find any card details or any documentation for this purpose for this patient. So while checking on online, uh, by, uh by the address which we sent, I found that, uh, you are the person, so that's why I tried to reach you and I try to find out the patient's uh eligibility and also the, you know, uh, claim status.
[AGENT][NEUTRAL] OK. Do you have a social for this number?
[CUSTOMER][NEUTRAL] Yeah, I do have the social security number. Uh, do you want me to provide the social security number or no?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, bear with me just a second, OK? It will be the full social.
[CUSTOMER][NEUTRAL] Is that the last four digit is fine for you?
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I don't have any members with that social in our system.
[CUSTOMER][NEUTRAL] Oh, it's OK. Uh, sure, got that, I got it.
[AGENT][NEUTRAL] Let me repeat it back to you just to make sure. OK, the social you gave me was [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure. Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yeah, you're right.
[AGENT][NEUTRAL] OK, yes, there's no member in our system with that social.
[CUSTOMER][POSITIVE] Uh, it's OK. Uh, so, thanks for helping me on this one. I'll just try to find out where the patients. Thank you.
[AGENT][POSITIVE] You're welcome. You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, I got it. Uh, uh, so thanks for helping me out.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, well thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.