AccountId: 011433970860
ContactId: b25158d1-c9b2-4b38-bc45-91d3511846bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99190 ms
Total Talk Time (AGENT): 36681 ms
Total Talk Time (CUSTOMER): 42359 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/b25158d1-c9b2-4b38-bc45-91d3511846bb_20250530T19:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, good afternoon. My name is [PII]. I'm calling from Oklahoma Heart Hospital. I was calling in to check eligibility and see if you got a claim for a patient.
[AGENT][NEUTRAL] Sure, I can verify eligibility and claim status for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] And that's another thing I don't know. Um, so let's see if we have a claim because I don't have an ID card. So the claim number that the patient provided was 1191364.
[AGENT][NEUTRAL] And what's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, that is the policy number. And Ms. [PII], do you have the um
[AGENT][NEUTRAL] Or callback number.
[CUSTOMER][NEUTRAL] My callback number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Uh, show his policy term 7123.
[AGENT][NEUTRAL] And let me see.
[CUSTOMER][NEUTRAL] 71 to 23.
[AGENT][NEUTRAL] And I don't show any active coverage. What was the date of service of the claim?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So yeah, that makes sense.
[AGENT][NEUTRAL] Yeah, we hadn't received that claim.
[CUSTOMER][POSITIVE] OK, no problem. I'll go ahead and um take it out the system. Thank you. I hope you have a great day. Enjoy your weekend.
[AGENT][POSITIVE] All right, you too, Ms. [PII]. Thank you for calling ATL.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye.