AccountId: 011433970860
ContactId: 9d50f958-55d7-48e2-a5c3-71bdd267044f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142080 ms
Total Talk Time (AGENT): 49054 ms
Total Talk Time (CUSTOMER): 51198 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/9d50f958-55d7-48e2-a5c3-71bdd267044f_20250319T15:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, you said EC?
[AGENT][NEUTRAL] Um, it's EV.
[CUSTOMER][NEUTRAL] Oh, [PII], Hi [PII]. My name is [PII]. I'm calling from West Kendall Baptist Hospital, and I'm calling to check on a claim, but I don't think we have the correct policy number.
[AGENT][NEUTRAL] OK, sure, [PII], I can assist you with claim status. Um first, could I get a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, please.
[CUSTOMER][NEUTRAL] The one we have is 1381972.
[AGENT][NEUTRAL] OK, thank you. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Um, you're right. That's the incorrect policy number. Do you have a social?
[CUSTOMER][NEUTRAL] Um, yes, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said that social was [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. No one's coming up under that social. I could try to look them up by name and date of birth. Um, what's the last name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm not showing an active policy under that name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] OK. Well, I thank you for calling APL um Denise, you have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Mm thank you