AccountId: 011433970860
ContactId: 0d92ebb1-9688-463a-b6fe-e5281fb41616
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281079 ms
Total Talk Time (AGENT): 117100 ms
Total Talk Time (CUSTOMER): 127376 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/0d92ebb1-9688-463a-b6fe-e5281fb41616_20250110T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, and, uh, I was calling because I, I get confused on everything. And uh I'm gonna uh need to uh talk to someone about like, uh, uh, turning in or maybe having surgery and, uh, what if y'all need any kind of papers or something from the doctor or what.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK. All right, ma'am. I can help you with the claim. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh it's [PII]
[CUSTOMER][NEUTRAL] [PII] Phone number is [PII].
[AGENT][POSITIVE] OK, thank you, Miss
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then what is your um policy number, please?
[CUSTOMER][NEUTRAL] OK. My policy number is
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 2222. I think it's right. I can't say how many twos it is 388.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[CUSTOMER][NEUTRAL] I think it's 4 days.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got you pulled up. Uh, what is your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, let's see, I don't know if you got, it's, uh, [PII].
[AGENT][NEUTRAL] Yes ma'am, that's the one I'm showing.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] The [PII], yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is your email address?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] I don't have it. I don't have one.
[AGENT][NEUTRAL] OK, and then um the number that you gave me to call you back on if we get disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] No, it's a home.
[AGENT][NEUTRAL] OK. All right. Thank you so much. I appreciate you verifying your policy for me. OK, so you're going to have surgery and you want to know what you need to do to file a claim. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, so when you go and have your surgery, um, give them your insurance card.
[AGENT][NEUTRAL] That you have um and let me give you a number that you can give to them so that they can file the claim for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have to say let me.
[CUSTOMER][POSITIVE] Gets in the right way.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, tell you stay right there now. I'm trying to write, to write something.
[CUSTOMER][NEUTRAL] Talk to my fur baby.
[CUSTOMER][NEUTRAL] Her name's Kentucky.
[AGENT][NEUTRAL] They always
[AGENT][NEUTRAL] Your fur baby's name is Kentucky?
[CUSTOMER][NEUTRAL] Yeah, uh huh.
[CUSTOMER][NEUTRAL] Yep, that's, uh, that's.
[AGENT][POSITIVE] Oh, that's cute.
[CUSTOMER][POSITIVE] Yeah, yeah, cause I said, we're from [PII] and cause when I got her, I, I, I want to call her Kentucky so be easy cause, you know, it'd be easy.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. OK. I got, got a pen pen something right.
[AGENT][NEUTRAL] OK, so the what the number that I'm giving you is called a payer ID number.
[CUSTOMER][NEUTRAL] Pay ID number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's 60.
[CUSTOMER][NEUTRAL] 60.
[AGENT][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] OK, say that again.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you give them that payer ID number they can send in your claim electronically for you.
[CUSTOMER][NEUTRAL] OK, OK, that's what I'll do then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And they just show the, the, my card and then just give that uh ID number that you just give me.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, OK, OK, OK. All right. All right then.
[CUSTOMER][NEUTRAL] That's all I need to know, sweetheart.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, Ms. [PII], well, I hope you have a blessed rest of your week and a good weekend, and I thank you for calling APL.
[CUSTOMER][POSITIVE] You too, honey.
[CUSTOMER][POSITIVE] Uh huh thank you bye bye.
[AGENT][NEUTRAL] All right, bye-bye.