AccountId: 011433970860
ContactId: a2c0bb26-1451-43fa-9afc-73221a93da72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 538590 ms
Total Talk Time (AGENT): 121722 ms
Total Talk Time (CUSTOMER): 137857 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/a2c0bb26-1451-43fa-9afc-73221a93da72_20250509T21:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, sir. This is [PII] and I'm calling from provider office. How are you?
[AGENT][POSITIVE] I'm good, thank you. How about you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, that's a good time for asking. Uh, um, so I want to discuss about the claims, so.
[AGENT][NEUTRAL] How may I assist you?
[CUSTOMER][NEUTRAL] I need the claim status.
[AGENT][NEUTRAL] You need to check claim status? OK, sure, I can assist you with claim status. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[AGENT][NEUTRAL] What is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Kevin and [PII].
[AGENT][NEUTRAL] I'm sorry, I didn't get that. Can you repeat?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] Sure. That is K like Kilo, [PII]. The last name is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, that is 0083617997.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] Mm, OK. Do you have any other policy numbers? That policy number is not pulling anything in our system.
[CUSTOMER][NEUTRAL] I'm so sorry, we don't have another policy number. So I'll provide you member name and date of birth.
[AGENT][NEUTRAL] Do you have the social?
[AGENT][NEUTRAL] OK. What's the spelling of the last name?
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] The last name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I don't think I got that. Can you repeat that one more time?
[CUSTOMER][POSITIVE] I like.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. After, give me just a second, just a second, Mr. [PII]. You said [PII], the next letter, is it [PII]?
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK, [PII] OK, what's the next one?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Then again, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I like
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, so [PII]
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] OK. OK. And what's the spelling of the first name?
[CUSTOMER][NEUTRAL] Uh, the first name is [PII]. The spelling is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII]
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Let me try that. OK, one moment.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Not
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is the date of birth?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me try this one more time. This is not it.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, I'm not pulling this number in our system.
[CUSTOMER][NEUTRAL] OK, I have a social security number, so.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] They say so.
[CUSTOMER][NEUTRAL] Social security of this number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Let me repeat it back to you before I submit it, OK? [PII].
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK, let me try that.
[AGENT][NEGATIVE] Nothing is coming up with that social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then, uh, uh, in this case, uh, I will call to the patient and they get a correct insurance information, then I will call you again, OK?
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, no, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling ATL. Have a good afternoon.
[CUSTOMER][POSITIVE] Bye, take care.
[AGENT][POSITIVE] Bye-bye. Thank you. You as well.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I just me.
[AGENT][NEUTRAL] [PII], yeah, yeah, yeah.
[AGENT][NEUTRAL] Mm