AccountId: 011433970860
ContactId: 56f05cae-6559-4880-ac97-ea68a4ce948b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1275540 ms
Total Talk Time (AGENT): 152210 ms
Total Talk Time (CUSTOMER): 352678 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/56f05cae-6559-4880-ac97-ea68a4ce948b_20250604T20:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII] calling from provider's office looking for the claim status.
[AGENT][NEUTRAL] OK, [PII]. Happy to check a claim. What's the policy number?
[CUSTOMER][NEUTRAL] This policy number?
[CUSTOMER][NEUTRAL] Starts with
[CUSTOMER][NEUTRAL] G as in Golf, M as in Mike, A as in Alpha, 7306591.
[AGENT][NEUTRAL] OK, unfortunately, that's not one of our policy numbers. Do you have the member's name or social? We can check with that or a claim number?
[CUSTOMER][NEUTRAL] OK. OK. So, my first name is [PII], and the member's last name is [PII]
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] What state does the insured live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, no claims on file for that date of service.
[CUSTOMER][NEUTRAL] OK. So before that, can you just provide me the patient correct member ID?
[AGENT][NEUTRAL] Policy number is 1899639.
[CUSTOMER][POSITIVE] OK. Thank you so much for this information.
[CUSTOMER][NEUTRAL] Just give me one second. Let me update in my system.
[CUSTOMER][NEUTRAL] OK. What is the effective date and term date for this member?
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] Policy terminated [PII]. No other active coverage with us.
[CUSTOMER][NEUTRAL] So this number is inactive for a data service, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. Thank you so much for the information. Are you ready for the next patient?
[AGENT][NEUTRAL] One moment please.
[AGENT][NEUTRAL] What's the next member ID?
[CUSTOMER][NEUTRAL] Hello, are you there?
[CUSTOMER][NEUTRAL] OK. So, the next member ID number starts with 683-08236301.
[AGENT][NEUTRAL] That's too long to be one of our policy numbers. Do you have their name or social?
[CUSTOMER][NEUTRAL] Member's first name is [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, I'm not seeing any sort of member plan with that information.
[CUSTOMER][NEUTRAL] Uh, actually, I have a claim number. If you want a claim number, I can provide you.
[AGENT][NEUTRAL] What is that?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 566-539.
[AGENT][NEUTRAL] That's not one of our claim numbers.
[AGENT][NEUTRAL] 256-653-9.
[CUSTOMER][NEUTRAL] Uh, OK. OK.
[CUSTOMER][NEUTRAL] OK, no problem. Just ignore this patient and are you ready for the next patient?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK. So this number ID number, it, I think it is too long. So can you check with the patient's name and date of birth?
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] A member. Last name is [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Fill them out.
[CUSTOMER][NEUTRAL] Billed amount is $571 even.
[AGENT][NEUTRAL] OK, no claims on file for that date of service.
[CUSTOMER][NEUTRAL] OK, no problem. What is gonna be?
[CUSTOMER][NEUTRAL] The correct member ID before that.
[CUSTOMER][NEUTRAL] We verify the eligibility.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] 988-616.
[CUSTOMER][NEUTRAL] So this is the correct number ID, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. What is gonna be the patient's eligibility date?
[AGENT][NEUTRAL] Policy was active [PII]. The patient's plan has terminated as of [PII], no other active coverage.
[CUSTOMER][NEUTRAL] So this number is inactive, right? for the doors?
[AGENT][POSITIVE] Correct. Yeah.
[CUSTOMER][NEUTRAL] And what's your name? Could you just provide your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Uh, just give me one second. I'm documenting all the information over here, OK? And I really appreciate the work you are helping me a lot today.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK. Thank you so much for this information. Are you ready for the next spreadsheet?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK. So I think this member ID is also incorrect. So could you check with the patient's name and date of birth?
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] My last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] member's first name is [PII].
[AGENT][NEUTRAL] What state do they reside in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I don't see a patient plan under that name. You don't have a claim number or anything?
[CUSTOMER][NEUTRAL] OK. So you are saying that there is no member name with the, there is no member with the name and date of birth?
[AGENT][NEUTRAL] I'm not seeing a policy under that name, correct?
[CUSTOMER][NEUTRAL] Just give me one second, let me check in my system one more time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much. Are you ready for the next patient?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Member's last name starts with [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, it, it is [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Spell that, please.
[CUSTOMER][NEUTRAL] [PII], then [PII].
[AGENT][NEUTRAL] There's not a patient policy that comes up under that name.
[CUSTOMER][NEUTRAL] Give me one, give me one second. Just bear with me.
[CUSTOMER][NEUTRAL] OK. So the member first name.
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] I'll give you the incorrect name. uh member, first name is only [PII]. It is [PII].
[AGENT][NEGATIVE] I tried it both ways. It doesn't pull up anything.
[CUSTOMER][POSITIVE] Oh my [PII]. Actually, I'm so sorry. I have given it to you the incorrect name. Member's last name is [PII].
[CUSTOMER][NEUTRAL] And the first name is [PII].
[AGENT][NEUTRAL] That's what you originally gave me.
[CUSTOMER][NEUTRAL] Uh, uh, actually, I have, give it to you incorrect name. So the member's last correct name is [PII]. It is [PII].
[CUSTOMER][NEUTRAL] And the member's first name is [PII].
[AGENT][NEUTRAL] Do you know if they're the subscriber or they are dependent on the plan?
[CUSTOMER][NEUTRAL] Have you found this patient?
[AGENT][NEUTRAL] No, I have not.
[CUSTOMER][NEUTRAL] OK. So what spelling you are uh writing in your system? Could you just tell me member's last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the last name is?
[AGENT][NEUTRAL] The first name is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, no problem. Just ignore this patient.
[CUSTOMER][POSITIVE] And be ready for the next patient.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK. So this number first, I'm so sorry, this number last name is [PII].
[CUSTOMER][NEUTRAL] And the first name is [PII].
[AGENT][NEUTRAL] What state do they live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] There's no [PII] that comes up.
[CUSTOMER][NEUTRAL] No, ma'am. I found with the name.
[AGENT][NEUTRAL] No, and you don't have a policy number?
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] OK. So this one ID starts with 68424573901.
[AGENT][NEUTRAL] You said 684-543-921?
[CUSTOMER][NEUTRAL] 3901.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Yeah, that number does not bring up anything for anybody.
[CUSTOMER][NEUTRAL] What is gonna be the call reference number for today's call?
[AGENT][NEUTRAL] And that is my name with today's date.
[CUSTOMER][POSITIVE] Have a great day.