AccountId: 011433970860
ContactId: 6b8b75bf-a1bc-40b4-a975-10eeb826a008
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106709 ms
Total Talk Time (AGENT): 38132 ms
Total Talk Time (CUSTOMER): 68532 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/6b8b75bf-a1bc-40b4-a975-10eeb826a008_20250211T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I am calling from Holy Cross Medical Group about a claim for a patient.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] [PII], what is your callback number if we were disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, what is the policy number please?
[CUSTOMER][NEUTRAL] Let me make sure I've got the correct information up here. This, I apologize in advance. This claim is an absolute mess. 008384156.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Let me just repeat that 008384156.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, that's not one of our no, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Not one of yours?
[CUSTOMER][NEGATIVE] That doesn't surprise me. I apologize for bothering you. Like I said, this claim is a mess.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Well, um, well I can try to look the member by name just to make certain of that, um.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, we can make sure, I'm pretty certain it was, but that was my first and easiest step, honestly, but the patient's name is [PII], and I think they put the wrong insurance in truthfully.
[AGENT][NEUTRAL] OK, OK
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I'm so sorry. I'm so sorry, [PII].
[CUSTOMER][POSITIVE] Oh no, that's, that's no problem. I like I said, you guys are the easiest to get a hold of, so you were my 1st, 1st 1 on the list to go down, but I was pretty sure that was where it went. So you, thank you very much for your help. I greatly appreciate it. You have a great day. Thanks.
[AGENT][POSITIVE] You're welcome you as well, [PII]. Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.