AccountId: 011433970860
ContactId: 8cb41f22-2de4-47a2-ab69-036d5db3ebc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234809 ms
Total Talk Time (AGENT): 69810 ms
Total Talk Time (CUSTOMER): 99750 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/8cb41f22-2de4-47a2-ab69-036d5db3ebc0_20250516T16:27_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], and I am calling from Physicians Billing Services for um more about you incorporated calling to check the um.
[CUSTOMER][NEUTRAL] Patient coverage and also see if you guys have any claims on file for her.
[AGENT][NEUTRAL] OK, I can check that eligibility and see if we've got any claims. I'm sorry, you said your name was [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Your phone is breaking up, but yes, [PII]
[AGENT][POSITIVE] OK thank you and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I think it is 36 Y as in Yankee.
[CUSTOMER][NEUTRAL] 0191053
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers [PII]. That's uh gonna be a bit too long. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] It's gonna be a bit too
[CUSTOMER][NEUTRAL] Let me see that could be the issue because.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And how would, how long are the numbers on your policy?
[AGENT][NEUTRAL] Um, typically, let's see, I believe about 8 characters, 7 or 8, and it's um just numbers. If there were any letters, it would be ML 7 or ML 8 at the end.
[CUSTOMER][NEUTRAL] Typically let's see.
[CUSTOMER][NEUTRAL] About 8 characters, 7 or 8, and it's uh.
[CUSTOMER][NEUTRAL] if there were any letters, it would be NL7 or NL 8 at the end.
[CUSTOMER][NEUTRAL] Yeah, this is the only thing and I don't see um.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I honestly don't let me see if I can find the social over here one moment please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That's the only way you could search her?
[AGENT][NEUTRAL] Um, the only other way is going to be, um, if you wouldn't mind sending out her last name for me.
[CUSTOMER][NEUTRAL] The other way
[CUSTOMER][NEUTRAL] Spell out her last name?
[AGENT][NEUTRAL] Uh, the first and last name please.
[CUSTOMER][NEUTRAL] Yes, it is [PII]
[CUSTOMER][NEUTRAL] Oh, OK, [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do not have anyone with that name in our system.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh my gosh, I wonder where he just sent that. OK, thank you so much. Thank you anyway for all of your help.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course there's usually a lot of confusion. I know a lot of the companies have um they have similar having American the name or something like that, so it's possible it's a different company that just sounds similar.
[CUSTOMER][NEUTRAL] I take it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Companies have
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK, I'm gonna give her a call thank you though.
[AGENT][POSITIVE] Alright of course have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you bye bye.