AccountId: 011433970860
ContactId: 5331d8a1-e7d5-4ac9-bd9d-dddafd20f7ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101050 ms
Total Talk Time (AGENT): 34517 ms
Total Talk Time (CUSTOMER): 43998 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/5331d8a1-e7d5-4ac9-bd9d-dddafd20f7ab_20250312T13:41_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII]. Actually, I called earlier, but I forgot to ask the payer, um, the um address of this claim, please.
[AGENT][NEUTRAL] OK. Your name is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is your name?
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, policy number will be 02596093.
[AGENT][NEUTRAL] And a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah. So, that will be [PII].
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for verifying that for me and I'm sorry you needed what additional information?
[CUSTOMER][NEUTRAL] Yeah, I need the address for this one.
[AGENT][NEUTRAL] Oh, the claims mailing address. I have that for you. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Yup. So, thank you. Can I have also the um electronic ID number?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And what is the name of the insurance? Is that APL?
[AGENT][NEUTRAL] American Public Life, American Public Life.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yeah, I think that's it. And yeah, thank you for assisting me today.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.