AccountId: 011433970860
ContactId: 539f3155-c3d1-444e-981e-e4ad91a040fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242399 ms
Total Talk Time (AGENT): 71689 ms
Total Talk Time (CUSTOMER): 113075 ms
Interruptions: 6
Overall Sentiment: AGENT=-0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/539f3155-c3d1-444e-981e-e4ad91a040fc_20250429T20:15_UTC.wav
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[AGENT][NEUTRAL] Uh, APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, um, my name is [PII] with Pathology Associates of Alabama, and I'm just trying to get uh a good address where we can mail in a claim.
[AGENT][NEUTRAL] So I'm not sure what type of policy you have with me. So could you provide me with a callback number?
[AGENT][NEUTRAL] And the policy number to verify where the claim goes for you.
[CUSTOMER][NEUTRAL] Uh yeah, it's [PII]. I'm, I'm calling.
[CUSTOMER][NEUTRAL] Yeah, I'm calling from a provider's office of path. My callback number is [PII].
[AGENT][NEUTRAL] And the policy number of the member?
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] 17374
[AGENT][NEUTRAL] So do you have a copy of the card? It should say in in inpatient or outpatient cert number. This is not long enough to be a policy number.
[CUSTOMER][NEUTRAL] It, I don't, I don't have.
[CUSTOMER][NEUTRAL] OK, I don't have a copy of the card. I have you just mailed a claim to an an address and it came to us and this is the number.
[AGENT][NEUTRAL] But that's not a policy number.
[AGENT][NEUTRAL] Do you have the social of the member?
[CUSTOMER][NEUTRAL] That I gave one thing.
[CUSTOMER][NEUTRAL] I do hang on one second. It's [PII].
[AGENT][NEGATIVE] Your phone is breaking up really bad.
[CUSTOMER][NEUTRAL] It's [PII], is that better?
[AGENT][NEGATIVE] I heard [PII], but it's still breaking up.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm, I mean, I don't know.
[AGENT][NEUTRAL] What is the rest of the numbers to the social?
[CUSTOMER][NEUTRAL] Let me see if I can move it around and that is that any better?
[AGENT][NEUTRAL] No, ma'am, but could you provide me with the numbers?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] That's what I'm trying to do.
[AGENT][NEUTRAL] Are you saying something?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So did you say [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] So I got [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] if
[AGENT][NEUTRAL] I did not hear the, the last 4 numbers that you provided.
[CUSTOMER][NEUTRAL] OK, I mean, I don't know what, I don't know what the problem is, um.
[AGENT][NEUTRAL] Could you repeat the 49 digits of the numbers again, please, if you don't mind?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm. Spell her last name.
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] I'm not pulling hard with it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm not sure if you're saying something, but I can't hear you.
[CUSTOMER][NEUTRAL] OK, well, so [PII] is what I.
[CUSTOMER][NEUTRAL] I mean I don't know what the problem.
[AGENT][NEUTRAL] What is your callback number again so I can hang up and call you back because I'm not sure what's going on with the phone.
[CUSTOMER][NEUTRAL] I'll, I'll I'll call you.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] I, I don't either, uh, [PII].
[AGENT][NEGATIVE] I can't even hear you.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I, I'll be back.