AccountId: 011433970860
ContactId: 41e16b34-d89f-4e58-bfb6-89857ebecb1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215660 ms
Total Talk Time (AGENT): 52663 ms
Total Talk Time (CUSTOMER): 73773 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/41e16b34-d89f-4e58-bfb6-89857ebecb1a_20250609T19:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is.
[CUSTOMER][POSITIVE] Hi, good afternoon.
[AGENT][POSITIVE] Yes, how may I assist you?
[CUSTOMER][POSITIVE] Uh, uh, I have a plan related and I love.
[CUSTOMER][NEUTRAL] And uh you want to know the status of that and uh I have a question about uh patient update insurance coordination of benefits. That's why I'm calling.
[AGENT][NEUTRAL] OK, so you're calling for claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] OK. And [PII], what is the policy number, please? I can verify claim status for you.
[CUSTOMER][NEUTRAL] Give me 1 2nd please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, policy number is 702.
[CUSTOMER][NEUTRAL] 179.
[CUSTOMER][NEUTRAL] 49
[AGENT][NEUTRAL] It's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah, uh, patient name is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, I cannot hear you. Say again.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and the last name?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] That is
[AGENT][NEUTRAL] Spell it for me, please.
[CUSTOMER][NEUTRAL] Yeah, sure. [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, that's great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] My callback number is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] What state is the patient from?
[CUSTOMER][NEUTRAL] Uh, date is, uh, state is easy.
[AGENT][NEUTRAL] I'm sorry, what is the state?
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] I do not show that patient in our system, so let's say you have to contact the patient to verify their insurance because I don't show they have a policy with us.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. Thank you very much. Um, may I have your reference number, please?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you very much. Have a great day.
[AGENT][POSITIVE] You're welcome. You too. Thank you for calling OPL bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mhm.