AccountId: 011433970860
ContactId: 81c5deeb-a5d4-4389-9140-6ba30d9002a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137039 ms
Total Talk Time (AGENT): 54447 ms
Total Talk Time (CUSTOMER): 56230 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/81c5deeb-a5d4-4389-9140-6ba30d9002a8_20250501T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to confirm the claim address for this station.
[AGENT][NEUTRAL] OK, yeah, absolutely. So our claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII]. The zip code is [PII].
[CUSTOMER][NEUTRAL] So that's [PII], is that correct?
[AGENT][NEUTRAL] Mhm [PII].
[CUSTOMER][NEUTRAL] Oh, that was the complaint. OK, and that's in, [PII].
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, let me double check with the policy number and make sure I got all the right information.
[AGENT][NEUTRAL] OK, what's the policy number you have?
[CUSTOMER][NEUTRAL] Uh, the number I have is 1419053 M as in Montego, L as in Lima 8.
[AGENT][NEUTRAL] OK, let me pull this up here.
[AGENT][NEUTRAL] And you're calling from a provider's office, yes?
[CUSTOMER][NEUTRAL] That is correct. I'm calling from Palmetto General Hospital in uh [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Need patient name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date on this is [PII] is [PII]. We are the secondary insurance, so this does cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And it's still listed under American Public Life or?
[AGENT][NEUTRAL] Yep, it's still American public life, yeah.
[CUSTOMER][NEUTRAL] OK, just wanna make sure right.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.