AccountId: 011433970860
ContactId: ecf1a48f-5996-408b-a94e-f7cede648c29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236399 ms
Total Talk Time (AGENT): 64775 ms
Total Talk Time (CUSTOMER): 106601 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/ecf1a48f-5996-408b-a94e-f7cede648c29_20250115T17:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII].
[CUSTOMER][NEUTRAL] An extension for
[CUSTOMER][NEUTRAL] Oh, no, I don't.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I'm calling to see um this patient's benefits, uh, with, uh, her insurance. Um, I have the policy number here. Uh, I'm uh calling from the facility. She's gonna get a procedure at.
[AGENT][POSITIVE] OK, I can help you with that. Can I have your name?
[CUSTOMER][NEUTRAL] Yeah, my name's [PII], and that's spelled [PII]
[AGENT][POSITIVE] Thank you and what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm it's [PII] and this is a direct line.
[AGENT][NEUTRAL] Thank you and what's the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 10823119 M as in Mary, L as in Lima and then 8.
[AGENT][NEUTRAL] That sounds like one too many numbers. Can you repeat that policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 10823119 M as in Mary, L as in Lima and then 8.
[AGENT][NEUTRAL] Yeah, that's not one of our policy numbers. Do you have the social security number?
[CUSTOMER][NEUTRAL] Uh, here, let me double check if we have it on file for her.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh my God
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Uh, I don't believe we have it on file for her.
[AGENT][NEUTRAL] OK, I can try a name search spell the last name.
[CUSTOMER][NEUTRAL] Uh, let's see, uh, [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] Uh, see, [PII].
[AGENT][NEUTRAL] OK, bear with me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not locating the member by a name search.
[AGENT][NEUTRAL] And that's last name [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I don't show that member in our system.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The only other way to search is by a social security number or the policy number and that number you provided is not one of our policy numbers.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] It sounds like it could be it's just one too many um numbers.
[CUSTOMER][NEUTRAL] Yeah, um, here I can confirm with the patient because, um, it could just be like the, the physician's office just sent the wrong, um, amount of uh strings of numbers. Uh, I'll confirm with the patient and probably call back.
[AGENT][POSITIVE] Alright, good deal. Well, is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that should be it. Thank you so much.
[AGENT][POSITIVE] No problem, thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] You too. Thank you so much. Bye.
[AGENT][NEUTRAL] Bye.