AccountId: 011433970860
ContactId: c1d8ef61-0783-4370-a9c5-fcad4af207fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224399 ms
Total Talk Time (AGENT): 56133 ms
Total Talk Time (CUSTOMER): 69970 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/c1d8ef61-0783-4370-a9c5-fcad4af207fe_20250423T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider's office.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. How can I help you?
[CUSTOMER][NEUTRAL] Uh yeah, so before going further, this call is been recorded for training and quality purpose. Yeah, uh, and I need the claim status.
[AGENT][NEUTRAL] [PII]. I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, sure. It is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh yeah. It is F as in Frank, then 06498389.
[AGENT][NEUTRAL] Um, that's not one of our policy numbers. Do you have the last name?
[CUSTOMER][NEUTRAL] Uh yeah, just a moment.
[CUSTOMER][NEUTRAL] Yeah, it is [PII] and last name is [PII] or [PII].
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] Uh sorry?
[AGENT][NEUTRAL] Can you spell the last name?
[CUSTOMER][NEUTRAL] Uh, sure. [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And [PII], is that [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, right.
[AGENT][NEUTRAL] You have her date of birth?
[CUSTOMER][NEUTRAL] Uh yeah. It is [PII].
[AGENT][NEUTRAL] I'm not finding that patient with the information you provided. Do you have a a group number or social?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have any other patients to check?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, no. Can you tell me why you are unable to find?
[AGENT][NEUTRAL] Uh, I can't find the name and date of birth and I can't find anything under that policy number, so.
[AGENT][NEUTRAL] So I'm not able to locate the member with the information you've given me?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK just a moment.
[CUSTOMER][NEUTRAL] Uh, it might be in another department. Uh, is there any chance?
[AGENT][NEUTRAL] No, we, we all look at the same database, so.
[AGENT][NEUTRAL] Do you have a group number or another number I can look at? Because the information you provided me, I'm not able to locate the member.
[CUSTOMER][NEUTRAL] Uh, OK, no worries. Yeah. Yes. So can you help me with the card number, please?
[AGENT][NEUTRAL] Uh, call reference number is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Oh, OK, got it. Thank you so much, [PII], for your assistance.
[CUSTOMER][POSITIVE] Have the rest of a great day. Bye.
[AGENT][POSITIVE] OK, thank you for calling ATL. Bye-bye.