AccountId: 011433970860
ContactId: b0f25f55-19fb-4eaf-8cd1-a0c3ca4fc343
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224639 ms
Total Talk Time (AGENT): 62174 ms
Total Talk Time (CUSTOMER): 73329 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/b0f25f55-19fb-4eaf-8cd1-a0c3ca4fc343_20250523T18:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is my name is [PII]. Last initials [PII]. I'm calling from a provider office regarding the claim.
[AGENT][NEUTRAL] Sure, I can assist you with claims Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have um the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Florida Sinus and snoring Specialists LLC.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 2012019.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Um, let me have that date of birth one more time.
[CUSTOMER][NEUTRAL] The date of birth?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Ours is right now
[AGENT][NEUTRAL] OK, that's you.
[AGENT][NEUTRAL] That date of birth is not match in our system for this policy.
[CUSTOMER][NEUTRAL] OK, um, let me see here let me one moment I'm just checking further.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, that's what I have on his driver's license too, um.
[CUSTOMER][NEUTRAL] Let me see, is there any other way that you could identify the patient?
[AGENT][NEUTRAL] Do you have the last four digits of the social?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEGATIVE] No, unfortunately.
[AGENT][NEUTRAL] Mhm. Yeah, that will be the only other way.
[AGENT][NEUTRAL] To make sure it is the same patient, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, well, I guess I'll make a note here to the account we could reach out to the patient regarding to the date of birth. Um, do you have a reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, just the spelling of your name please.
[AGENT][NEUTRAL] Sure. That's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good day, Miss.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.