AccountId: 011433970860
ContactId: 6affa765-3a82-44e3-aef3-05b91fa6a135
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173729 ms
Total Talk Time (AGENT): 59976 ms
Total Talk Time (CUSTOMER): 61472 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/2025/06/11/6affa765-3a82-44e3-aef3-05b91fa6a135_20250611T12:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Pro Office to check a status.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, one second.
[CUSTOMER][NEUTRAL] Uh, it's A for
[CUSTOMER][NEUTRAL] [PII] 521513-4400.
[AGENT][NEGATIVE] Unfortunately, that doesn't come up as a policy number for us. Do you have their name or social we can check by?
[CUSTOMER][NEUTRAL] Yeah, I have a name that is [PII].
[AGENT][NEUTRAL] Can you spell, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] that's
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 5:15 yes, hotel and
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] Yes, it's correct.
[AGENT][NEUTRAL] And then first name, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Nothing comes up under that name. Do you have their claim number by chance or anything?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, uh, the claim number is 20250503007254.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, yeah, that wouldn't be our claim number. It's too long. So, uh, I don't see any sort of member policy with that information.
[CUSTOMER][NEUTRAL] Yeah, this is at how my insurance.
[AGENT][NEGATIVE] I'm not able to locate a policy with us.
[CUSTOMER][NEUTRAL] OK. Can you transfer to another department to check this claim?
[AGENT][NEUTRAL] That's not one of our claim numbers. So unfortunately, we wouldn't be able to check it when it's not our claim number.
[CUSTOMER][NEUTRAL] Yeah