AccountId: 011433970860
ContactId: c477e6c7-91f5-4972-b62b-3937dfe1b134
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280970 ms
Total Talk Time (AGENT): 119375 ms
Total Talk Time (CUSTOMER): 113126 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/c477e6c7-91f5-4972-b62b-3937dfe1b134_20250110T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] look for
[CUSTOMER][NEUTRAL] Yes, my name is [PII] with Union Hospital and I'm trying to find out about a.
[CUSTOMER][NEUTRAL] Claims.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim. Can you please give me your callback number just in case our call gets disconnected? I'll be able to call you right back.
[CUSTOMER][NEUTRAL] [PII] and what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is the, um, patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] [PII] that sounds like a number.
[AGENT][NEUTRAL] Oh, that's a very long number.
[AGENT][NEUTRAL] That doesn't look like it's one of ours.
[CUSTOMER][NEUTRAL] Yeah, that's all I got, so, yeah, I don't.
[AGENT][NEUTRAL] OK, let me see if I can pull him in by his name.
[CUSTOMER][NEUTRAL] OK, yeah, that, that looks like a phone number. Maybe I should call that number see who it is.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Yes, yeah, showing American Public Life at [PII].
[AGENT][NEUTRAL] OK. And it's
[AGENT][NEUTRAL] OK, and it's [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] AN OK.
[AGENT][NEUTRAL] All right. I am not seeing an aid in.
[AGENT][NEUTRAL] [PII] in our system. Um, do you have the social security number?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] No, but the father's name or the insurance should be under is [PII].
[CUSTOMER][NEUTRAL] And I do have his social.
[AGENT][NEUTRAL] Oh, OK, let's look, let's look him up.
[CUSTOMER][NEUTRAL] Social [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, he's not pulling in either for me.
[CUSTOMER][NEUTRAL] Hm, I'm not sure what this insurance is. It says American Public Life.
[AGENT][NEUTRAL] Oh my, yeah, and either and given, yes ma'am, and given me the um social security number that would have pulled in [PII]'s any policy that he had with us even if it was lapsed so it's not showing up at all.
[CUSTOMER][POSITIVE] Oh, I got you. You gotta love registration.
[CUSTOMER][NEUTRAL] OK, well, I will try to call this phone number that it's supposed to that's showing as a policy number and see what it comes up with.
[AGENT][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] I can try it as a social security number if you'd like. Let me try it as a Social Security. [PII]. 0 no, there's too many digits. There's one too many digits. It was a thought.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Integrated.
[CUSTOMER][NEUTRAL] Virtual primary care behavioral health.
[CUSTOMER][NEUTRAL] Huh, that's what it comes up as.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The telehealth number.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Yeah, you might need to get a hold of the patient and get their true policy number.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Yeah, because when I Googled the phone number, it comes up with a telehealth Foundation 365.
[AGENT][POSITIVE] My goodness. Well.
[CUSTOMER][NEUTRAL] Uh yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. Well, I wish you the best of luck, Miss [PII]. I, that's gonna keep you busy for a while.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's gonna keep me busy till lunch.
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][POSITIVE] Thank you very much. Have a good day.
[AGENT][POSITIVE] You're welcome you have a, yes ma'am you too you have a good weekend also thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] feel
[CUSTOMER][NEUTRAL] Bye