AccountId: 011433970860
ContactId: f60749bc-5c4c-4574-80d3-4cf17a77276f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 441500 ms
Total Talk Time (AGENT): 120702 ms
Total Talk Time (CUSTOMER): 138516 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/f60749bc-5c4c-4574-80d3-4cf17a77276f_20250124T16:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling you from the office for the claim status.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, just bear with me.
[CUSTOMER][NEUTRAL] Uh, [PII] 06498389.
[AGENT][NEUTRAL] OK, do you, do you have a copy of the medical identification card?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] Spell the patient's first and last name please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell the patient's first and last name please?
[CUSTOMER][NEUTRAL] [PII] Last name [PII]
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] [PII] but I know you will not call us back.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] No, not for you.
[AGENT][NEUTRAL] OK, so I have [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I'm sorry, [PII], OK.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] I'm sorry, give me that one more time.
[CUSTOMER][NEGATIVE] Yeah, whatever.
[AGENT][NEUTRAL] Give me that one more time.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Well, patient name I've told you member's name is, I mean, date of birth is.
[AGENT][NEUTRAL] Yeah, you sure did.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you're correct. You gave me the name. I need to search for the policy number by the name you spelled out for me.
[AGENT][NEUTRAL] And do you know what
[CUSTOMER][NEUTRAL] Should I spell it again?
[AGENT][NEUTRAL] I said you did provide the name now I need to search for the policy number based on the name that you provided. Can you verify the state that this patient resides?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Patient state.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said the date of birth is [PII]?
[CUSTOMER][NEUTRAL] Just bear with me. That's, uh, yes, correct.
[AGENT][NEUTRAL] OK, I'm not finding anyone under that name, [PII] with the date of birth in [PII].
[CUSTOMER][NEUTRAL] Uh, so you mean to say claim is not on file.
[AGENT][NEUTRAL] I'm saying that I do not show this patient in our system.
[AGENT][NEUTRAL] So are you calling the correct insurance company?
[CUSTOMER][NEUTRAL] Yes, this is APL, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So I made a call for APL member only, ma'am so.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Member ID is F 0.
[CUSTOMER][NEUTRAL] 649-838-9. Member name [PII]
[AGENT][NEUTRAL] OK, sir, that's not one of our policy numbers, [PII]. That's not our policy number. That's why I asked to search by her name and I'm not looking locating her in our system.
[CUSTOMER][NEUTRAL] See, one second, I repeat the name. [PII]
[CUSTOMER][NEUTRAL] Last name
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Correct, that's what I have.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Yes, I do not show this patient in our system, [PII].
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just bear with me.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] um
[CUSTOMER][NEUTRAL] Just, just bear with me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Financial include er insurance.
[CUSTOMER][NEUTRAL] Fair they were breathing in autumn.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Uh, what is the mailing address for this to submit the claim?
[AGENT][NEUTRAL] OK, uh, we don't show her name in the system, so if you were to mail it to us we would send it back as we're not able to locate.
[CUSTOMER][NEUTRAL] OK, just one
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Yes, I'm with you. Uh, see, so this member doesn't belongs to your department. That's what you mean, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah I'm saying I'm not able to locate the person in our system, which means she may not have coverage with us, and the policy number that you gave is not APL policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And do you have a copy of her medical identification card?
[CUSTOMER][NEGATIVE] Oh sorry.
[AGENT][NEUTRAL] Do you have a copy of her medical ID card?
[CUSTOMER][NEUTRAL] Uh, no, I don't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, hello.
[AGENT][NEUTRAL] Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Yes, yes, yes, I do. Uh, see, I have a question, like, uh, what is the mailing address uh for your department, ma'am, for APL to submit the claim?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, alright, mhm.
[CUSTOMER][POSITIVE] Got it. OK, thank you so much for your assistance. Have a nice day.
[AGENT][POSITIVE] You're welcome. Thank you for calling ATL. Have a good day.