AccountId: 011433970860
ContactId: e75e5536-1e6c-4fac-a4af-a4f8939d2842
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321279 ms
Total Talk Time (AGENT): 52401 ms
Total Talk Time (CUSTOMER): 92749 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/e75e5536-1e6c-4fac-a4af-a4f8939d2842_20250411T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Advent Health. I called regarding claims.
[AGENT][NEUTRAL] OK, I'm happy to check on a claim. Can I get the policy number?
[CUSTOMER][NEUTRAL] So, so the member ID is
[CUSTOMER][NEUTRAL] A as in Alfa. F as in Foxtrot. L as in Lima. M as in Mike. F as in Foxtrot. E as in Echo. And then 368355-2757.
[AGENT][NEUTRAL] OK, that's not gonna be one of our policy numbers. Do you have their name or social?
[CUSTOMER][NEUTRAL] Yes, I have SSN number, so it is [PII].
[AGENT][NEUTRAL] Let me check by that. Give me just one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What is the patient's first and last name?
[CUSTOMER][NEUTRAL] So the member name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] What's the first name again?
[CUSTOMER][NEUTRAL] So it is [PII]
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Hello, are you there?
[AGENT][NEUTRAL] I'm still here. I haven't been able to locate a policy yet.
[CUSTOMER][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] So actually, but mistakenly an independent name. So actually, the member name is [PII] [PII].
[AGENT][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] So yes, [PII]
[AGENT][NEUTRAL] Spell the last name for me.
[CUSTOMER][NEUTRAL] Uh, so it's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, no. [PII] So it is [PII].
[AGENT][NEUTRAL] And then spell the first name, please.
[CUSTOMER][NEUTRAL] So it is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me try searching by the name cause the social didn't bring up anything.
[AGENT][NEUTRAL] There's no member information with that name. Do you have a claim number?
[CUSTOMER][NEUTRAL] I don't have claim number. I just call you to know the general claim status.
[AGENT][NEUTRAL] OK. I'm not able to find a patient policy, unfortunately.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Just one moment. I'll check.
[CUSTOMER][NEUTRAL] OK. Is there any other way to find the member?
[AGENT][NEGATIVE] No, there is not. I can only search by name or social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks for that information. It's really nice speaking with you. Have a great day ahead.
[AGENT][NEUTRAL] You too bye bye.