AccountId: 011433970860
ContactId: 847ee631-89fc-498e-980f-0ad0200eaf6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285049 ms
Total Talk Time (AGENT): 98797 ms
Total Talk Time (CUSTOMER): 78848 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/847ee631-89fc-498e-980f-0ad0200eaf6c_20250129T16:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] calling with Charles Dale Medical Center, and I'm calling to see if a claim is on file for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims and you said your name is [PII]?
[AGENT][NEUTRAL] Did I hear that right?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Direct number [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is D Delta 41601799.
[AGENT][NEUTRAL] Do you see a policy certificate number? It's gonna start with the 0 followed by 7 digits. That's gonna be our number.
[CUSTOMER][NEUTRAL] All right, let me see if I can, um, do I get a copy of the card?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm sorry, what, what did you say this started with?
[AGENT][NEUTRAL] 0, followed by 7 digits.
[CUSTOMER][NEUTRAL] No, I, I just.
[CUSTOMER][NEUTRAL] I just see um that the number.
[CUSTOMER][NEUTRAL] But it told us to call this number for eligibility, and I, um, for, um, I'm sorry, medical claims.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um, let me do a name search. What's the spelling of the last name?
[CUSTOMER][NEUTRAL] It is um [PII].
[AGENT][NEUTRAL] OK, and what's the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] May I have his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Um, Ms. [PII], is this related to an accident?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah. Mm.
[CUSTOMER][NEUTRAL] Uh, well, hold on, let me double check. Hold on.
[CUSTOMER][NEUTRAL] No. Mm mm.
[AGENT][NEUTRAL] Mm, OK. So I didn't find a medical plan. I found an accident plan. I can check and see if it was processed through that policy. Um, what is the date of service?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Yeah, there's no claims on file for this number under the accident plan.
[AGENT][NEUTRAL] I know, I, we don't have a medical plan for this one.
[CUSTOMER][NEUTRAL] OK, you said it was only um accident?
[AGENT][NEUTRAL] And he has an accident and a critical illness. The claim is none, none of those.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] All right, and um are you able to give me a reference number or no because you didn't pull up anything?
[AGENT][NEUTRAL] Um, we don't have reference numbers. You can use my name in today's date if you want to make a note that it's not on file and that we don't have a medical plan for this number.
[AGENT][NEUTRAL] You need the spelling of my name?
[CUSTOMER][POSITIVE] All right. I'm sorry.
[CUSTOMER][NEUTRAL] Uh, um, yes, please.
[AGENT][NEUTRAL] OK, that is [PII].
[CUSTOMER][POSITIVE] All right. Thank you again so much for all your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling API. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.