AccountId: 011433970860
ContactId: 40020cfc-a244-44be-a14f-7afee29c1d07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259988 ms
Total Talk Time (AGENT): 91593 ms
Total Talk Time (CUSTOMER): 131538 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/40020cfc-a244-44be-a14f-7afee29c1d07_20250225T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Inspira, um, Health Connections.
[CUSTOMER][NEUTRAL] Um, I was calling to see if this, uh, young lady still has insurance coverage for secondary purposes with you guys.
[AGENT][NEUTRAL] OK, yeah, I can see if the policy is still active. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, and I'm sorry, what did you say your name was?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII], thank you.
[CUSTOMER][NEUTRAL] Um, yes, um, my phone number is [PII].
[AGENT][NEUTRAL] Got it, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I have a policy number of 11252295.
[AGENT][NEUTRAL] OK. And then, uh, what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm sorry, [PII], I think I misheard that policy number. Could you repeat that for me?
[CUSTOMER][NEUTRAL] It's 112.
[CUSTOMER][NEUTRAL] 52295.
[AGENT][NEUTRAL] OK, so that is a bit too long to be one of our policy numbers. I think there's an extra digit in there somewhere.
[CUSTOMER][NEUTRAL] OK, um, do you want me to give you her.
[AGENT][NEUTRAL] Do you have the social? I could search that way. Yeah, that'll work.
[CUSTOMER][NEUTRAL] Uh, I have a social, yep, yep, I do, yep, it's um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm sorry, what did you say the name for the patient was?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] OK. Well, I did not get a result with that social, so let me try searching.
[AGENT][NEUTRAL] The name
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] I mean this is like an old policy from an old card that we had back in [PII] but we still have it that it's active so.
[CUSTOMER][NEGATIVE] And we tried to send out a bill to [PII], and yeah, it doesn't work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, that's not our, uh, claims address. Um, ours is in [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And you said the first name that was [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] I don't see them in our system. Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, don't, don't, don't, don't fret over it.
[AGENT][NEUTRAL] Well, I'm gonna try one more thing if it's an older policy. Let me just try one more.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Spot, give me just a moment.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I do not have anyone with that name in our system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] All right, well
[CUSTOMER][NEUTRAL] That's OK. I, I'm giving it my last did the effort to uh.
[CUSTOMER][NEUTRAL] To uh try to get her account fixed so.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][POSITIVE] We'll go from there because yeah she's got a lot of coupees that are outstanding.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Like the coinsurance from Medicare, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] And you can't find her no found patient.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Not with that name or the social.
[CUSTOMER][NEUTRAL] Social Security or name DOB. OK, [PII], is there a reference number for our call?
[AGENT][NEUTRAL] Uh, it would just be my first name, last initial, and today's date, um, so my last initial is A.
[CUSTOMER][POSITIVE] OK, alright, thank you so much for looking for me. I appreciate it you have a blessed day.
[AGENT][POSITIVE] Yes. All right. Of course, definitely. You too. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.