AccountId: 011433970860
ContactId: cce91f72-47d2-4b7e-822c-e36c005c74bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291269 ms
Total Talk Time (AGENT): 71394 ms
Total Talk Time (CUSTOMER): 98693 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/cce91f72-47d2-4b7e-822c-e36c005c74bc_20250430T13:25_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, this is [PII] calling from provider's office, checking on a 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] Mhm.
[AGENT][NEUTRAL] I'm waiting for the callback number, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh, sure. That's [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the facility you're calling from?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, Tri-Cities Hospital.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, that's C Charlie, L Lima 0933000.
[AGENT][NEUTRAL] Mr. [PII], that's not one of our policy numbers. Um, do you have a copy of the card or do you have any other information that we can use to pull, pull the policy?
[CUSTOMER][NEUTRAL] Uh, let me check if I have the policy. I mean, I don't have the copy of the insurance card. Let me, OK, can we do one thing? Can you, can we check with the patient's first and last name?
[AGENT][NEUTRAL] OK, what's the spelling of the last name?
[CUSTOMER][NEUTRAL] Mm, sure. OK.
[CUSTOMER][NEUTRAL] OK. The last name is gonna be [PII], I'm sorry. [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and the spelling of the first name?
[CUSTOMER][NEUTRAL] I got the first name [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the first name is [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't have a colala on the system.
[AGENT][NEUTRAL] Is she with APL?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With the American Public Li?
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] So it's like I do see insurance name here is TPA.
[AGENT][NEUTRAL] Mhm
[AGENT][NEGATIVE] Yeah, that, it doesn't seem to be us, the policy number you were giving me is not ours, then she's not coming up with the name.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright um
[CUSTOMER][NEUTRAL] OK. So, I think I'll have to contact the patient.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I think, uh, so.
[CUSTOMER][POSITIVE] All right then. Thank you so much for your help today. I will just contact the patient to update the insurance, you know, I'll just contact them for the insurance information.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Sure. No problem. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] All right. Thank you so much.
[CUSTOMER][POSITIVE] Mm, no, thank you so much for that. Yes. Yeah.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK. Bye-bye. Yes, I guess my system was stuck.
[AGENT][NEUTRAL] Mm. Mhm.
[CUSTOMER][NEUTRAL] Yeah, can you please describe the call? I'm sorry for that, you know, I'm, it's, it's not working from my side. I'm sorry.
[AGENT][NEUTRAL] OK, sure.
[AGENT][POSITIVE] No problem. OK.
[CUSTOMER][NEGATIVE] You are on hold.