AccountId: 011433970860
ContactId: b7d1adf2-0608-4a6b-8a31-d3d685a632b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162169 ms
Total Talk Time (AGENT): 56965 ms
Total Talk Time (CUSTOMER): 79021 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/b7d1adf2-0608-4a6b-8a31-d3d685a632b9_20250113T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] of
[CUSTOMER][NEUTRAL] Yes, hi [PII], um, my name is [PII]. I'm calling from a provider's office, and I just had a question on, um, a patient that we had here, um, she had work sent the claim to work comp it was denied, but I'm mm, did not get another card, uh, for her primary insurance, but I'm guessing that she has it through you guys. I just wondering if I could have you check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I can check Miss [PII]. um, what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then what is the um patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] See, I don't, I don't have that.
[AGENT][NEUTRAL] Do you have her social security number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Oh God, let's hope let's see, I do.
[AGENT][POSITIVE] OK awesome.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and we're just looking to see if she has a policy with us, is that correct?
[CUSTOMER][NEUTRAL] That's yes, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I believe she's at a temp service through um Players Industries, but I'm not sure.
[AGENT][NEUTRAL] OK, looking at her social security number, I do not find the policy. Let me try with her last name and the social and see if that works.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you spell the first name, [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, good.
[AGENT][NEGATIVE] Alright, no, ma'am, I'm not pulling in her. I don't show she has any policies whether I can't even get her to pull in the system.
[CUSTOMER][POSITIVE] Alright, OK, that's what I just wanted to verify. Thank you so very much. I appreciate it. Have a you as well bye bye, [PII].
[AGENT][POSITIVE] Yes, Ms. [PII]. You're welcome. You have a, you're welcome.
[AGENT][POSITIVE] Thanks for calling APL bye bye.