AccountId: 011433970860
ContactId: 782a5c24-ac95-4a20-8a3a-d68b1a430ef6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213880 ms
Total Talk Time (AGENT): 55882 ms
Total Talk Time (CUSTOMER): 76584 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/782a5c24-ac95-4a20-8a3a-d68b1a430ef6_20250616T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I am following
[CUSTOMER][NEUTRAL] I am following up on a claim. What was your name again?
[AGENT][NEUTRAL] [PII], and what was your name?
[CUSTOMER][NEUTRAL] [PII], yeah, we're breaking up a little bit, but I think I could get through it.
[AGENT][NEUTRAL] OK, and do you have a phone number I can get out of it in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And are you with the provider?
[CUSTOMER][NEUTRAL] Facility
[AGENT][NEUTRAL] OK. And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes I do. That policy number is.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 81,460.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, the clan green.
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on one moment, please.
[AGENT][NEUTRAL] OK, is this a dependent?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What was the name again?
[CUSTOMER][NEUTRAL] [PII], last [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing this is a uh individual policy.
[AGENT][NEUTRAL] So there's no dependent.
[CUSTOMER][NEUTRAL] According to the card, it says.
[CUSTOMER][NEUTRAL] A I'm not suggesting that it's not just just.
[CUSTOMER][NEUTRAL] I'm not gonna change your mind, but I just want to point something out. Give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the card it says employee and child.
[AGENT][NEUTRAL] Yeah, there was a child on there and she was taken off, but it wasn't a child by that name, and now it has changed to individual.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, uh, alrighty then, and the individual is [PII] I would imagine.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, do you give a reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I just wanna make real clear this patient decline was never on the policy, is that correct?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][POSITIVE] Alrighty then thank you very much have a great rest of your day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.