AccountId: 011433970860
ContactId: 22dda239-ce13-4127-b27c-56117e7d6571
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247960 ms
Total Talk Time (AGENT): 66638 ms
Total Talk Time (CUSTOMER): 102619 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/22dda239-ce13-4127-b27c-56117e7d6571_20250530T17:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII], and I'm calling from a provider's office, and I need to get some information to get a HA 1500 over to you guys for one of our patients.
[AGENT][POSITIVE] OK, I can help you with that. Do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I think so. Hold on, she emailed me.
[CUSTOMER][NEGATIVE] Hold on, my mouse is lost.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, ambulance policy number.
[CUSTOMER][NEUTRAL] Date of birth email.
[CUSTOMER][NEUTRAL] Social Security address.
[CUSTOMER][NEUTRAL] Look on this.
[CUSTOMER][NEUTRAL] Policy number 16843.
[AGENT][NEUTRAL] That sounds like the group number. Does it have a policy certificate number on it?
[CUSTOMER][NEUTRAL] OK, so it says APL policy number that's where I got that number and it says.
[AGENT][NEUTRAL] Inpatient outpatient certificate number.
[CUSTOMER][NEUTRAL] No, because this is for ambulance 911 ambulance.
[AGENT][NEUTRAL] Who's whose name is the policy in?
[CUSTOMER][NEUTRAL] I don't have that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'll see if I can find it by her name. Hold on one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Do you have her social?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK. What's her social?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] And what's her date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing to know the benefits on the policy?
[CUSTOMER][NEUTRAL] I need to know where I need to mail.
[AGENT][NEUTRAL] Or how to send a claim.
[CUSTOMER][NEUTRAL] Yeah, where I need to, I got the fax number. I just need to add APL into the system, so I need a good claims address and then I need to know what to use for the member ID number.
[AGENT][NEUTRAL] OK, I can give you that. Her policy number is 02517074.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And our address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alrighty I will get this claim over to you guys um today I'll fax it and then I'll also mail it just in case.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You've been super helpful thank you I hope you have a great weekend.
[AGENT][POSITIVE] Thank you for calling APL Shelly. You have a good day as well.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] Bye-bye.