AccountId: 011433970860
ContactId: 0f63da7b-ba55-4aab-9128-0320cf53e97f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98730 ms
Total Talk Time (AGENT): 35429 ms
Total Talk Time (CUSTOMER): 55017 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/0f63da7b-ba55-4aab-9128-0320cf53e97f_20250114T13:51_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], how are you?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][NEUTRAL] I'm doing great thank you. This is [PII]. I'm calling for from a provider's office Pris and Health Pulmonology, and I was uh trying to enter a patient's, um, insurance information, but it's asking for the group number, but I don't know how about getting the group number.
[AGENT][NEUTRAL] OK, do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, it is uh excuse me [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][POSITIVE] Yes ma'am, let me go back to it. I'm sorry, it is.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Go back to this thing here it is 02.
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] 4702.
[AGENT][NEUTRAL] Thank you. Hold on just a moment. And you said your name was [PII]?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Who was the patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing the group number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can give you that. The group number is 70055.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] 70055.
[CUSTOMER][POSITIVE] Got it thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day as well.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.