AccountId: 011433970860
ContactId: 61f67b65-7188-4d17-b610-df812708068a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380329 ms
Total Talk Time (AGENT): 119558 ms
Total Talk Time (CUSTOMER): 137804 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/61f67b65-7188-4d17-b610-df812708068a_20250228T20:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling in regards to a member of a medical claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims and may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, that would be [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, actually, I don't have the policy number. I do have the member details like the social, the name, and date of birth.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, bear with me just a second, OK? Let me pull up the system where I can use personal information.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And um what is the spelling of the last name and the first name?
[CUSTOMER][NEUTRAL] Sure. Uh the last name is [PII]. For the first name, it's [PII].
[AGENT][NEUTRAL] OK, and you said the last name is.
[CUSTOMER][NEUTRAL] And the date of birth?
[AGENT][NEUTRAL] Let me do the last name one more time. I'm not sure if I got it correctly, OK? Um, for the last name is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, no. Uh, it is, uh, [PII]. Oh, I'm sorry. Uh, yes. Let me say that one more time. I think, uh, the call was breaking, so I might have misheard. That is [PII].
[CUSTOMER][NEUTRAL] For the first name, it's [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, what's the date of birth?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That would be for [PII].
[CUSTOMER][NEUTRAL] Amount is $222 even.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And for future you can check.
[AGENT][NEUTRAL] Online through our website at [PII]. OK.
[AGENT][NEUTRAL] Um, let's see, and you said the date of service is [PII]?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. And this is for medical?
[CUSTOMER][NEUTRAL] Yes, medical.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Yeah, I don't see a claim for that date of service.
[CUSTOMER][NEUTRAL] OK. Uh, can you please confirm me the address, uh, what is the correct address? I think we did submit an incorrect address. The address we use was [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that's incorrect. Um, let me know when you're ready and I can give you the correct address.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Got it. Thank you. And can you please confirm me uh if the member was active on data service?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, yeah, let me get that information. One moment.
[AGENT][NEUTRAL] OK, the policy was effective from [PII] and it is still active.
[CUSTOMER][NEUTRAL] Is any call representsy our account is it?
[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, [PII]?
[CUSTOMER][NEUTRAL] Uh, can you please confirm me the, uh, portal provider portal one more time, uh, what is your name?
[AGENT][NEUTRAL] secured. [PII].
[CUSTOMER][POSITIVE] Got it. Thank you. Thank you so much for your help today. That was all the information I needed. Mm, have a good day. Thank you. Bye.
[AGENT][POSITIVE] You're welcome. You too. Thank you for calling ATL. Bye-bye.