AccountId: 011433970860
ContactId: 57fa6b8a-f403-456d-9f17-8e8e0a11d3b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508950 ms
Total Talk Time (AGENT): 144553 ms
Total Talk Time (CUSTOMER): 141692 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/57fa6b8a-f403-456d-9f17-8e8e0a11d3b5_20250612T17:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII], and I'm calling for provider office to check a claim status of one of my patients. Can you help me with this?
[AGENT][NEUTRAL] Sure, I can assist you with claim status Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII] and my extension [PII].
[AGENT][NEUTRAL] Thank you and may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Yeah, it's madowin yeah.
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Can you repeat the name? I didn't get the name of the urgent care.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEGATIVE] OK, yeah, it's mad now or Jina.
[AGENT][NEUTRAL] Mid now, OK, mid.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, it's D as in Delta 437.
[CUSTOMER][NEUTRAL] 16699.
[AGENT][NEUTRAL] OK, Mr. [PII], do you see another policy number? It's gonna start with a 0 followed by 7 digits. That's gonna be the correct policy number.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 10 just give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] You're asking about the member ID, right?
[AGENT][NEUTRAL] The policy certificate number.
[CUSTOMER][NEUTRAL] Policy certificate number.
[CUSTOMER][NEUTRAL] But I have uh the same what I told you before, it's D as in delta 437.
[AGENT][NEUTRAL] OK, that's the
[AGENT][NEUTRAL] That's the ID number for IMA. That's not for us.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, it's for IMA.
[AGENT][NEUTRAL] Yeah, we're not IMA we're APL, um, let me have, um, do you have like a claim number or any other information that we can use to pull this number?
[CUSTOMER][NEGATIVE] No, no, no. No thanks.
[AGENT][NEUTRAL] No, OK, let me have the spelling of the last name.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I'm waiting on the spelling of the last name.
[CUSTOMER][NEUTRAL] Last name, my last name.
[AGENT][NEUTRAL] No, the last name of the patient, so I can do a name search.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the spelling of, OK, what's the spelling of the first name.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, thank you. OK, one moment, let me see if I can find this number.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] What is his date of birth?
[CUSTOMER][NEUTRAL] Yeah, the date of birth is [PII].
[CUSTOMER][NEUTRAL] On that.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Yeah, take your time.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Friday
[AGENT][NEUTRAL] You said the date of birth was [PII]?
[CUSTOMER][NEUTRAL] Right, [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] I try one more time.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] We try.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We have
[AGENT][NEUTRAL] Let me put this one right here.
[AGENT][NEUTRAL] I got one more to check to see if that's the correct date of birth. OK, one moment.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][POSITIVE] Yeah, take your time.
[AGENT][POSITIVE] Oh yeah, finally, OK um.
[AGENT][NEUTRAL] OK, let me see. Was this for a dental claim or is it medical?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, doesn't look like he hasn't had a call.
[AGENT][NEUTRAL] What is the date of service?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. No, we have not received that claim. No, he doesn't have a medical policy with us. He only have a dental with us.
[CUSTOMER][NEUTRAL] OK, maybe the claim is not on file, right?
[AGENT][NEUTRAL] Correct. The claim is not on file, but he doesn't have a medical policy with us. So maybe that's the reason it's not on file.
[CUSTOMER][NEUTRAL] On the.
[CUSTOMER][NEUTRAL] Mm OK. Can you tell me the payer ID and the mailing address?
[AGENT][NEUTRAL] Um, for the dental?
[CUSTOMER][NEUTRAL] Just give me a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For medical you don't have for medical you don't have any records, right?
[AGENT][NEUTRAL] No, we don't have any policies on any medical policies for [PII]. Call him.
[CUSTOMER][NEUTRAL] OK, that's fine. So can you provide me the call reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Mr. [PII]?
[CUSTOMER][NEUTRAL] And yeah, can you spell out your name?
[AGENT][NEUTRAL] Sure. That's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for for the information. Have a good have a great day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You as well, Mr. [PII]. Thank you for calling ATM. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.