AccountId: 011433970860
ContactId: fb805c6d-c166-4421-965f-cefb1d8ca96e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338200 ms
Total Talk Time (AGENT): 138432 ms
Total Talk Time (CUSTOMER): 104460 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/fb805c6d-c166-4421-965f-cefb1d8ca96e_20250214T18:26_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of American Medical Response provider office to check on a claim status.
[AGENT][NEUTRAL] Yeah, I can help with the claim status and uh give me just a moment please. What is that policy number, please?
[CUSTOMER][NEUTRAL] Oh yeah. It's 36 Y as in Yankee 0145653.
[AGENT][NEUTRAL] OK. Um, do you have a social security number for the individual cause that's, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Uh, yeah, I have social security number here and now.
[AGENT][NEUTRAL] What is that, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII]. And date of birth, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII] is uh [PII].
[AGENT][NEUTRAL] I'm sorry, how do you spell [PII], please, [PII]
[CUSTOMER][NEUTRAL] Uh yeah, it's [PII].
[CUSTOMER][NEUTRAL] Uh, yeah, can I start with the last name or first name, ma'am?
[AGENT][NEUTRAL] Oh, the last name is fine.
[CUSTOMER][NEUTRAL] OK. Uh, starting [PII].
[AGENT][NEUTRAL] And how do you spell the first name, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And I'm sorry, what was her date of birth again, please, uh, ma'am?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] [PII]. OK, let me see if I can't find it that way. Um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, still checking.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I'm sorry. I'm still, still checking here.
[AGENT][NEUTRAL] Well, uh, I'm not finding in our system. I mean, uh, I'm not finding anyone with that date of birth, um, [PII] was a
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That is date of birth. I have date of service here.
[AGENT][NEUTRAL] did you receive?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] You said the date of service?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK. And um
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And the card that you have, does it have any other information on it because it's um I'm not finding her by her social security number or her name.
[CUSTOMER][NEUTRAL] Uh, yeah, it's fine. I have here claim number. Can I begin with claim number?
[AGENT][NEUTRAL] Yes, yes, please. What is that?
[CUSTOMER][NEUTRAL] Yeah, it's 3 consecutive 32s.
[CUSTOMER][NEUTRAL] 4,305,145,340.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Normally our claim numbers are are a lot smaller than that, um, so, uh.
[AGENT][NEUTRAL] I'm not, I'm not gonna be able to find it by the claim number either.
[AGENT][NEUTRAL] Uh, so I'm, uh, I'm just wondering on, on the card that she has, you're, you're showing that it has, uh, American Public Life on it, is that correct?
[CUSTOMER][POSITIVE] Yeah, it's correct.
[AGENT][NEUTRAL] OK. Well, I don't know what to tell you. It's, it's not coming up by the, the, the claim number that you've given me um isn't one of ours and neither is the policy number. I've tried looking up her name, [PII] um and I'm not finding anyone that with that date of birth.
[AGENT][NEUTRAL] So I'm, I'm not finding anyone in our system.
[CUSTOMER][NEUTRAL] Uh, yeah, actually.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. Doctor [PII] is first name. OK.
[AGENT][NEUTRAL] Right, yes, exactly. I, I understood that part. Um, is there anything else besides the social security number or or name? Um, because the, the policy number and the, and the, uh, claim number that you have is not one of ours.
[CUSTOMER][NEUTRAL] OK, it's fine. There is no any patient, right?
[AGENT][NEUTRAL] I'm not, I'm not seeing anything in our system for this individual.
[CUSTOMER][NEUTRAL] Uh yeah, it's fine. Could you please provide me call reference number?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference. Is there anything else at all I can help with?
[CUSTOMER][POSITIVE] Uh, no, so, thanks for that valuable information.
[AGENT][POSITIVE] OK, OK, thanks for contacting ATL. Have a good day.