AccountId: 011433970860
ContactId: d527e904-5433-4b3d-85fd-772257f0fa9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257779 ms
Total Talk Time (AGENT): 71035 ms
Total Talk Time (CUSTOMER): 90491 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/d527e904-5433-4b3d-85fd-772257f0fa9c_20250228T18:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII] from doctor's office to check the status of the claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with, Miss [PII]. Uh, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Yes, it's a
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's the phone number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm audible.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] That will be the phone number.
[CUSTOMER][NEUTRAL] Yes, yes. It's uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Policy number is AMH 6236192.
[AGENT][NEUTRAL] OK, do you have the copy of the card for APL, Miss [PII]?
[CUSTOMER][NEGATIVE] No, uh, right now, it's not available with me.
[AGENT][NEUTRAL] OK, because that's not our policy.
[AGENT][NEUTRAL] Um, what's the spelling of the last name of the patient?
[CUSTOMER][NEUTRAL] Yes, sir. Last name is [PII] and first name is [PII].
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] So, uh, [PII],
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said
[CUSTOMER][NEUTRAL] It's the last name.
[AGENT][NEUTRAL] The first name is [PII] like yours.
[CUSTOMER][NEUTRAL] Yes. First name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't have a uh [PII] in our system.
[CUSTOMER][NEUTRAL] OK. Is there any way you can find it like uh through fax number too?
[AGENT][NEUTRAL] To what number?
[CUSTOMER][NEUTRAL] Fax number or and I too.
[AGENT][NEUTRAL] No, the only way I can find the member is by the social, first name, last name or policy number. Do you have a social for this member?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, and I tried the num the name and it's not pulling up and that number that you provided me, the [PII] [PII], and that's not our number.
[CUSTOMER][NEUTRAL] Uh, not
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] That's not a number.
[CUSTOMER][POSITIVE] Oh, OK. No worries. Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, no. Thank you. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome. You as well and thank you for calling APL. Bye bye.