AccountId: 011433970860
ContactId: c92495dc-861a-4de6-b165-5f31fc2beaaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233720 ms
Total Talk Time (AGENT): 66045 ms
Total Talk Time (CUSTOMER): 82057 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/c92495dc-861a-4de6-b165-5f31fc2beaaa_20250418T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office to check the claim status.
[AGENT][NEUTRAL] OK, I can check in a claim for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] The policy number starts with 408763625.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] OK, so that's going to be a bit too long to be one of our policy numbers, [PII], um, is that maybe their social by chance?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that was their social OK give me just a moment.
[AGENT][NEUTRAL] What was the name for the member?
[CUSTOMER][NEUTRAL] Patient name.
[CUSTOMER][NEUTRAL] First name was [PII], last name [PII], [PII].
[AGENT][NEUTRAL] OK, well, I did not get a result with that social, um, could you spell out their first and last name for me?
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Yeah, the first time in it.
[CUSTOMER][NEUTRAL] [PII] Last name was [PII]
[AGENT][NEUTRAL] I'm sorry, that was what was that?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] OK, that was [PII], correct?
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK, OK, one moment please.
[AGENT][NEUTRAL] Um, what state does this member live in?
[CUSTOMER][NEUTRAL] OK 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I do not have uh this member in our system, [PII].
[CUSTOMER][NEUTRAL] Oh, I can check with, I have one more moment here. I can check with that. It starts with
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] [PII]
[CUSTOMER][NEUTRAL] 4079.
[AGENT][NEUTRAL] Um, what is that that you're giving me? I'm sorry?
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Yeah, I have one more member it starts with [PII].
[CUSTOMER][NEUTRAL] 139
[CUSTOMER][NEUTRAL] 52932.
[AGENT][NEUTRAL] That was I'm sorry, you said 932?
[CUSTOMER][NEUTRAL] Yeah, starts with M13952932.
[CUSTOMER][NEUTRAL] But Medicare already paid.
[AGENT][NEUTRAL] OK, um, I'm not sure what that is but that's not one of our policy numbers, [PII].
[CUSTOMER][NEUTRAL] OK call reference.
[AGENT][NEUTRAL] That would be my first name, last initial, and today's date and so my name is spelled [PII] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.