AccountId: 011433970860
ContactId: cc872733-3364-48a8-b2bd-c32ca6d5a9cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312149 ms
Total Talk Time (AGENT): 96959 ms
Total Talk Time (CUSTOMER): 83835 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/cc872733-3364-48a8-b2bd-c32ca6d5a9cb_20250501T13:41_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, sir. This is [PII] calling from provider's office to check on claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. OK, and may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, it's HCA Healthcare Healthcare. Clear Clear Lake Regional Hospital.
[AGENT][NEUTRAL] What hospital? I'm sorry, can you repeat the name of the hospital?
[CUSTOMER][NEUTRAL] HCA Healthcare, Clear Lake Regional Hospital.
[AGENT][NEUTRAL] H
[AGENT][POSITIVE] Clearly, OK, clearly.
[AGENT][NEUTRAL] Hospital.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] ACCT 6300013358.
[AGENT][NEUTRAL] OK, that's not our policy. Um, do you have the copy of the card for APL?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You have the social of the member?
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me repeat it back to you before I submit it. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, we have nobody with that social in our system, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, can you provide me any information regarding this claim?
[AGENT][NEUTRAL] The member is not our member. I'm not able to find it with the social or the policy number, Mister [PII].
[CUSTOMER][NEUTRAL] Why don't you try with the name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the spelling of the last name?
[CUSTOMER][NEUTRAL] It's [PII], [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] ER
[AGENT][NEUTRAL] No, spell that out again a little bit slower so I can write it down or type it in, please.
[CUSTOMER][NEUTRAL] So you're not finding the number, right?
[AGENT][NEUTRAL] I can do a name search, but I need you to spell it out a little bit slower so I can either type it in or write it down.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK, and what's the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you have an address for Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Address of the patient?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. No, he's not in our system, so that means he's not one of our members.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm there.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today? This number is not in our system.
[CUSTOMER][NEUTRAL] OK, then. Thanks for the information. You said the number is not found.
[CUSTOMER][POSITIVE] OK, then. Have a good day. Bye-bye.
[AGENT][POSITIVE] Um, you are so, Mr. [PII]. Thank you for calling APL. Have a good day. Bye-bye.
[AGENT][NEUTRAL] Yeah.