AccountId: 011433970860
ContactId: a9e7026e-0e7c-40d6-a704-da97cfabae6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399600 ms
Total Talk Time (AGENT): 113182 ms
Total Talk Time (CUSTOMER): 71903 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/a9e7026e-0e7c-40d6-a704-da97cfabae6e_20250620T20:14_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from provider's office and to discuss with you regarding claim now.
[AGENT][NEUTRAL] I can help with the claim. So, what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, that is 023331.
[CUSTOMER][NEUTRAL] 38 M. Mary L. Lima 8.
[AGENT][NEUTRAL] OK, um, that's not one of our policy numbers. Can you spell the insured's last name for me? Maybe I can find it that way.
[CUSTOMER][NEUTRAL] Sorry, I can't hear you properly. Could you please repeat that?
[AGENT][NEUTRAL] Yes, I, I can't find it by the policy number that you gave me. It's not one of ours. So do you have maybe a social security number or their name that I can look it up by?
[CUSTOMER][NEUTRAL] Uh, yeah, I do have the name, uh, so.
[CUSTOMER][NEUTRAL] Patient's first name is [PII], and
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] And how do you spell his last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I appreciate that. If I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I'm sorry, what, what date was his birthday on? I'm just not finding it yet.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What was his, his birth date again? I'm sorry. I'm, I'm having a hard time hearing you. Could you tell me his date of birth again, please, um, [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] G
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, let me see if I can't find it.
[AGENT][NEUTRAL] OK. Excuse me just one moment, please. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, yes, thank you. I believe I found his policy and what date of service are you looking for for [PII]?
[CUSTOMER][NEUTRAL] [PII] with the charge on $150.
[AGENT][NEUTRAL] OK, I'm sorry, you said what? I'm I'm having a really hard time hearing you. Do you mind repeating that, please?
[CUSTOMER][NEUTRAL] Sure. Uh, date of service is [PII].
[AGENT][POSITIVE] OK, thank you. You see what I can find on this you can just a moment.
[AGENT][NEUTRAL] OK, I don't show your claim, um, but, uh, your policy was in effect.
[AGENT][NEUTRAL] From [PII]. Now, I don't show anything else with [PII] being um
[AGENT][NEUTRAL] Uh, being a participant.
[AGENT][NEUTRAL] On another policy.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] So this is the only policy that I've got for you.
[CUSTOMER][NEGATIVE] This number was not active during the service.
[AGENT][NEUTRAL] Pardon?
[AGENT][NEUTRAL] It, it looks like on [PII].
[CUSTOMER][NEUTRAL] Uh, this number was not active during data service.
[AGENT][NEGATIVE] It doesn't look like it, no, um, I can't find where he was active during that day of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what was the term that you said?
[AGENT][NEUTRAL] I'm showing that he had a, he was on a policy from [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] And your name is, sir?
[AGENT][NEUTRAL] Yes, uh-huh
[CUSTOMER][NEUTRAL] Uh, what's your name, sir?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as a reference. Is there anything else that I can?
[CUSTOMER][NEUTRAL] And what's the reference number?
[AGENT][NEUTRAL] Yes, it's my name and today's day.
[CUSTOMER][NEUTRAL] Hello? Yeah, what's the reference number you said?
[AGENT][NEUTRAL] Um, it is my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much indeed for your assistance. Have a good day. Bye bye.
[AGENT][POSITIVE] OK, thank you for contacting us. Have a good.