AccountId: 011433970860
ContactId: efbc5cae-6d59-427a-91ee-a9c08b85bfa3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340149 ms
Total Talk Time (AGENT): 110336 ms
Total Talk Time (CUSTOMER): 79180 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/efbc5cae-6d59-427a-91ee-a9c08b85bfa3_20250603T21:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] and I'm calling from a facility regarding the status of your claim. Could you please help me with that?
[AGENT][NEUTRAL] OK, Mr. [PII], I didn't get what uh what information are you needing today? You said you need claim status or eligibility or benefits.
[CUSTOMER][NEUTRAL] Claim status?
[AGENT][NEUTRAL] Claims status. Sure, I can assist you with claims. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's a directly?
[AGENT][NEUTRAL] OK. What's the name of the facility?
[CUSTOMER][NEUTRAL] It's Medical City, Dallas.
[AGENT][NEUTRAL] OK, you said medical, did you do this?
[CUSTOMER][NEUTRAL] Yes, Medical City, Dallas Hospital.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's D as in Delta, 45301326.
[AGENT][NEUTRAL] Do you see a policy certificate number? It's gonna start with a 0 followed by 7 digits. That's gonna be your number.
[CUSTOMER][NEUTRAL] No, this is the only that you have.
[AGENT][NEUTRAL] Um, OK, we will have to do a name search because that's not our policy number.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] May I have the spelling of the last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and what's the spelling of the first name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, let me see if I can find them, Miss [PII].
[AGENT][NEUTRAL] And how do you spell [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have the address for Mr. [PII]?
[CUSTOMER][NEUTRAL] It's just wait a second.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] You're searching.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have, I have.
[AGENT][NEUTRAL] What is the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, can I
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, so this mailing address?
[CUSTOMER][NEUTRAL] Could you please spell your name for me? I didn't get that in the beginning.
[AGENT][NEUTRAL] My name is So. that's [PII].
[CUSTOMER][POSITIVE] Thank you, sir. Thanks so much for that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But you also also.
[AGENT][NEUTRAL] I'm not finding this member. Do you have like a a social or a claim number or anything else that I can use to find the member?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I have the SSN number. It's [PII].
[AGENT][NEUTRAL] OK, let me try that.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm. No, I did not pull anything up with that social in our system.
[CUSTOMER][NEUTRAL] Uh, will I have claim number as well if you need it.
[AGENT][NEUTRAL] OK, what's the claim number?
[CUSTOMER][NEUTRAL] 2025
[CUSTOMER][NEUTRAL] 030, sorry. Yes, 0303 0768.
[AGENT][NEUTRAL] Mm, OK, that's not our claim number. I think you probably need to get in contact with IMA because the policy number you gave me is for IMA and the claim number you're giving me is IMA.
[AGENT][NEUTRAL] Do you want to be transferred to IMA?
[AGENT][NEUTRAL] 90 degrees.
[CUSTOMER][POSITIVE] Thank you so much. Could you please have the call reference number?
[AGENT][NEUTRAL] We don't have a reference numbers, so you can use my name into the state if you will.
[CUSTOMER][POSITIVE] Thank you so much for that. Have a great day.
[AGENT][POSITIVE] You as well thank you for calling ATL.