AccountId: 011433970860
ContactId: 661a6340-64f7-4467-b032-9367c4358f3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336660 ms
Total Talk Time (AGENT): 83719 ms
Total Talk Time (CUSTOMER): 117882 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/661a6340-64f7-4467-b032-9367c4358f3c_20250128T22:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and my initial is [PII] calling from provider office.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello [PII], can I get your callback number, sir, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][POSITIVE] OK thank you sir can I help you today?
[CUSTOMER][NEUTRAL] Uh, I want to know claim status.
[AGENT][NEUTRAL] OK, I can help you with the claim. What is the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s uh date of birth?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you. And then what is the policy number?
[CUSTOMER][NEUTRAL] Phone number
[CUSTOMER][NEUTRAL] For what my?
[AGENT][NEUTRAL] Policy number, the, the policy number?
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][NEUTRAL] Yeah, OK. OK. OK. Policy number is
[AGENT][NEUTRAL] The Insured policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 218351-340.
[AGENT][NEUTRAL] OK, let me pull that real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 218,351,340
[CUSTOMER][NEUTRAL] No, it's 218,351,340.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that policy.
[AGENT][NEUTRAL] It's not pulling up 218351-340.
[CUSTOMER][NEUTRAL] Yeah, it's 218-351-340.
[AGENT][NEGATIVE] Yeah, that policy number's too long.
[CUSTOMER][NEUTRAL] but that
[CUSTOMER][NEUTRAL] How many digit policy number can you
[CUSTOMER][NEUTRAL] Tell me
[AGENT][NEUTRAL] It should be 8 digits.
[CUSTOMER][NEUTRAL] OK, let me check 34 5678. OK, it's 218-351-34.
[AGENT][NEUTRAL] OK, let me look. 21835134.
[AGENT][NEGATIVE] No, that's not correct either.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's 218-35134.
[AGENT][NEUTRAL] Yes, I tried that and that did not pull in the insured.
[CUSTOMER][NEUTRAL] OK, so insurance ID is incorrect. Do you have any other insurance ID of this patient?
[AGENT][NEUTRAL] Uh, can you spell the patient's first and last name for me? or we try to find her by her name, or do you have a social security number?
[CUSTOMER][NEUTRAL] Yeah, I can spell his first name. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then spell the last name for me.
[CUSTOMER][NEUTRAL] Yeah, last name is [PII]
[CUSTOMER][NEUTRAL] As [PII].
[AGENT][NEUTRAL] OK, let me see if I can find her by her name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I'm not able to find that insured.
[CUSTOMER][NEUTRAL] OK, the patient is not insured with.
[CUSTOMER][NEUTRAL] And can you confirm me this number of
[AGENT][NEUTRAL] Well, according to the way you.
[CUSTOMER][NEUTRAL] Yeah, can you confirm with this number of time?
[AGENT][NEUTRAL] Uh huh go ahead.
[CUSTOMER][NEUTRAL] Atlantic PPO to Progressive Insurance.
[AGENT][NEUTRAL] No, this is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Have a nice day