AccountId: 011433970860
ContactId: bd096af5-c046-4da9-8c6e-33c1504d3e85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348829 ms
Total Talk Time (AGENT): 126595 ms
Total Talk Time (CUSTOMER): 121266 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/bd096af5-c046-4da9-8c6e-33c1504d3e85_20250319T17:06_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, my name is [PII] calling from provider's office to check the claim claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, before that, can you spell your name?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from, Miss [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, that's in the primary care.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] North Atlanta Primary Care.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, yes, yes. Um, may I have the.
[CUSTOMER][NEUTRAL] North Atlantari.
[AGENT][NEUTRAL] Yes, you said not a plan of Medicare, correct?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] North Atlanta Primary Care.
[AGENT][NEUTRAL] North Atlanta primary care. OK, got it. OK.
[AGENT][NEUTRAL] At.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Yes. 26,486,930.
[AGENT][NEUTRAL] OK. Do you have the copy of the card in front of you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, OK, let me have those numbers one more time. It looks like it's too many numbers. Let me have that one more time.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Ms. [PII], can you repeat the policy number?
[CUSTOMER][NEUTRAL] Yes, 26,486,930.
[AGENT][NEUTRAL] Yeah, that's too many numbers, um.
[CUSTOMER][NEGATIVE] Yeah, that's too many numbers um.
[AGENT][NEUTRAL] Do you have the social or what information do you have that I can pull this number?
[CUSTOMER][NEUTRAL] Do you have the social or what? Can you verify by the name?
[AGENT][NEUTRAL] I can search by name. What is the spelling of the last name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the spelling of the first name?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I is this the main holder?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Is this the main holder of the policy, Ms. [PII]?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] No, it's secondary insurance.
[AGENT][NEUTRAL] Yeah, but is this the owner of the policy, [PII].
[CUSTOMER][NEUTRAL] This
[CUSTOMER][POSITIVE] Yes yes yes.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And you said the first name is [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And the last name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not finding any [PII] in our system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have any other information that I might use to find him?
[CUSTOMER][NEUTRAL] Can you verify the SSN number?
[AGENT][POSITIVE] Yeah, if you have a social I can use that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] I'm ready for the social whenever you are.
[CUSTOMER][NEUTRAL] Sorry, I don't have the SMS SSN number. Can you, uh, can you again verify the policy number?
[AGENT][NEUTRAL] Oh, you don't have it?
[AGENT][NEUTRAL] The number you're giving me is [PII].
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] That is too many numbers to be one of our policy numbers.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK. Thank you for assisting me. Have a great day.
[AGENT][POSITIVE] You as well, Mr. [PII], and thank you for calling APL. Bye-bye.