AccountId: 011433970860
ContactId: 48bf74d0-9c62-4337-87c2-01fe61af7ff1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202130 ms
Total Talk Time (AGENT): 67766 ms
Total Talk Time (CUSTOMER): 97323 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/48bf74d0-9c62-4337-87c2-01fe61af7ff1_20250219T19:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII], and I'm calling from provider's office Bluegrass Community Hospital just needing check status on the claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with current status. Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, sure, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. Let me get that pulled back up here.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Get all this other stuff out of the way, sorry. OK, um, it's 68, it's 683-335-170.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Is that a social?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, that's, that's what we have for for the ID.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, it's a little bit too long to be one of our policy numbers. Policy numbers are really, really short. They start with a 0, followed by 7 digits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] And I don't think I have any ID. I mean, um.
[CUSTOMER][NEUTRAL] Insurance card on file? I don't.
[AGENT][NEUTRAL] Do you have a claim number?
[CUSTOMER][NEUTRAL] I don't. I'm the first person calling on, on this particular, well, I said that let me make sure.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, there's no claim number um.
[AGENT][NEUTRAL] I can do a name search and see if I can find a member.
[CUSTOMER][NEUTRAL] I don't see that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know what, it looks like we called on [PII], um, and did that same thing. The representative check ID number, the name, date of birth, social security number.
[CUSTOMER][NEUTRAL] I mean, I can do it again if you want to, if you wanna go through it again.
[AGENT][NEUTRAL] Mm did they find a policy or they did not find a policy back then?
[CUSTOMER][NEUTRAL] No, they, they didn't.
[AGENT][NEUTRAL] They do. Well, we can do the social if it's not in the social, it's probably not gonna be the.
[CUSTOMER][NEUTRAL] Yeah, yeah, I understand.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, well, I'll give you the social and we'll just, uh, then I'll get in touch with the patient. I try to.
[AGENT][NEUTRAL] Try it again, yeah.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I have uh social security number [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Mm yep, nothing came up with that social.
[CUSTOMER][POSITIVE] Yeah, OK. Well, thank you very much for trying for me. I do appreciate it. Um, let's see and.
[AGENT][POSITIVE] You're welcome too.
[CUSTOMER][NEUTRAL] Oh, what did you say your name is? I'm sorry.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Alright, well thank you for trying. I appreciate it you have a great day.
[AGENT][NEUTRAL] You're welcome, US phone. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Have a good day. You're welcome. Bye-bye.