AccountId: 011433970860
ContactId: f02e858e-47fb-4d21-bf89-4f7338fe355c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308019 ms
Total Talk Time (AGENT): 47249 ms
Total Talk Time (CUSTOMER): 151861 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/f02e858e-47fb-4d21-bf89-4f7338fe355c_20250610T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling for the claims from the Riverside Mish Hospital.
[AGENT][NEUTRAL] OK, I can help you with claim status. Um, what hospital was that? I'm sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Riverside Methodist Hospital.
[AGENT][NEUTRAL] OK, and can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number for the claim?
[CUSTOMER][NEUTRAL] D as in Delta 476-85801.
[CUSTOMER][NEUTRAL] And could you please repeat your name?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Do you have a policy certificate number by any chance?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um let me see.
[AGENT][NEUTRAL] Do you have the patient's um social security number for me to look them up?
[CUSTOMER][NEUTRAL] Sure, no, I have the last four digits of the social security number.
[AGENT][NEUTRAL] OK, uh, what is their last name?
[CUSTOMER][NEUTRAL] Last name is [PII]. It is spelled as [PII].
[CUSTOMER][NEUTRAL] I mean.
[AGENT][NEUTRAL] So last name is [PII]
[CUSTOMER][NEUTRAL] Or you'll be
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, give me just one second, let me look them up, and what is their first name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK give me just a moment while I try to look them up, OK?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 05.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But then it's so angry.
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] I to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] would go.
[CUSTOMER][NEUTRAL] God
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It looks like you're going to need to transfer or you're going to need to check with IMA since I don't have them in our systems.