AccountId: 011433970860
ContactId: b1e9cbe0-e091-459a-81af-901df08df874
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276570 ms
Total Talk Time (AGENT): 76118 ms
Total Talk Time (CUSTOMER): 108627 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/b1e9cbe0-e091-459a-81af-901df08df874_20250124T15:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I work for Tallahatchie General Hospital, um, doing business under Charleston Clinic. I received a letter on the commercial builder, and it says that, um, a claim was sent to you all on behalf of a patient, um, but you're needing more information because the patient couldn't be located, um, are y'all affiliated with American Fidelity?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Can I have you look this patient up? We didn't receive a card when she came in for the visit, so we just went by what she gave us.
[AGENT][NEUTRAL] OK, yes ma'am, I can help you um with the patient Ms. [PII], what is your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][POSITIVE] OK, thank you so much. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] Um, what she gave us is 896554-001.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, that policy is not pulling up for me. Do you have her social security number?
[CUSTOMER][NEUTRAL] Uh let me check.
[CUSTOMER][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] This was her first visit here with us and so.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Affiliated with.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] American Fidelity, they're our corporate office but.
[CUSTOMER][NEUTRAL] I do have her social.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] But um AP stands alone as far as yes.
[CUSTOMER][NEUTRAL] Her social is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ahead.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes ma'am, you said [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right that way.
[AGENT][NEGATIVE] I'm not able to pull her up in our system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can try by her last name and her first name and see if I can find her by name. We'll try all the ways just to make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was trying to see looks like we have a spouse name on file but I don't think I have any information for him.
[AGENT][NEUTRAL] OK, what state does Ms. [PII] live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] I'm not finding a [PII] [PII] in our system.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Let me see if we can get in touch with her then and see if we can get the correct information.
[AGENT][POSITIVE] OK, yes ma'am and then if you need to call back we're more than willing to help you, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a blessed weekend and thanks for calling APL.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] You too bye bye.