AccountId: 011433970860
ContactId: 5e95472d-5071-4e79-8c02-c144c5a96c5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180570 ms
Total Talk Time (AGENT): 56702 ms
Total Talk Time (CUSTOMER): 66250 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/5e95472d-5071-4e79-8c02-c144c5a96c5a_20250115T17:53_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL this.
[CUSTOMER][NEUTRAL] APL
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office checking on claim.
[AGENT][NEUTRAL] OK, I could check on the claim for you, [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yes, callback number is going to be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes, I do show here that policy number is
[CUSTOMER][NEUTRAL] I as in indigo,
[CUSTOMER][NEUTRAL] A as in Alpha, C as in Charlie.
[CUSTOMER][NEUTRAL] 620
[CUSTOMER][NEUTRAL] 0554
[AGENT][NEUTRAL] OK, that does not sound like one of our policy numbers, [PII].
[AGENT][NEUTRAL] Um, do you maybe have their social I could search for them that way?
[CUSTOMER][NEUTRAL] Social security number, just a second, let me check here one please.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, I do have a social, that is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh what was the name for the patient?
[CUSTOMER][NEUTRAL] And the patient name is going to be
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEGATIVE] OK, well, I didn't find any results with that uh.
[AGENT][NEUTRAL] Social security number, let me try searching just using the name you said it was [PII]?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes, that is [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a moment. Let me see if I can find them.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What state does [PII] live in?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And I'm sorry, what was the date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, no, we don't have anyone with that name in our system.
[CUSTOMER][NEGATIVE] Oh, unable to locate.
[AGENT][NEGATIVE] No, I was unable to locate that uh patient.
[CUSTOMER][POSITIVE] OK, no worries. OK. Thank you very much for helping me. Have a great day. Bye-bye.
[AGENT][POSITIVE] Yeah thank you you too bye bye.