AccountId: 011433970860
ContactId: 15dc3362-b281-446c-9ab3-f3ebbffb090c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109790 ms
Total Talk Time (AGENT): 33522 ms
Total Talk Time (CUSTOMER): 47950 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/15dc3362-b281-446c-9ab3-f3ebbffb090c_20250605T16:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] asked a question. Um, what is APL? Is that like an, an insurance company?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK, I'm calling with a provider and uh we have um a patient, but I don't know if we, I don't know if it's the right wording in network with APL.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] OK. Uh 02625765.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, the name is [PII].
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] Did you ask for
[CUSTOMER][NEUTRAL] I don't have that.
[AGENT][NEUTRAL] Uh, we need a date of birth to confirm. Um, do you have his mailing address?
[CUSTOMER][NEUTRAL] No, the only thing on the card is just the group name superior skilled traders, the name, coverage that employee and child, the policy, the effective date on the plan.
[AGENT][NEUTRAL] OK, well.
[AGENT][NEUTRAL] The date of birth or at least the mailing address is, we needed to confirm is the patient.
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK, then I guess I have to call back and and and get that first then.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I'll do that. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.