AccountId: 011433970860
ContactId: 5cbcfbde-7d2c-4d67-a672-f127ca3d239c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314850 ms
Total Talk Time (AGENT): 90151 ms
Total Talk Time (CUSTOMER): 110233 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/5cbcfbde-7d2c-4d67-a672-f127ca3d239c_20250331T17:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, I have a question because doc uh my doctor, they require me to do the colon scan copy. Um, so, but when I make appointment with the Swedish hospital and then they say they are on the book and I want to know how much I have to pay it out of the pocket, pocket.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, um, uh, the card, right?
[CUSTOMER][NEUTRAL] Odyssey.
[CUSTOMER][NEUTRAL] Policy number 02.
[CUSTOMER][NEUTRAL] 581-912.
[AGENT][NEUTRAL] 2181912.
[CUSTOMER][NEUTRAL] Oh yeah, 1, 19, 12.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let let's go with your social because that policy number is not correct. What's your social?
[CUSTOMER][NEUTRAL] Maybe I wanna uh uh um
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] The policy number, maybe you, uh, I miss someone number, so I wanna call out again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] 1912.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] What can I help?
[AGENT][NEUTRAL] All right. And what's the last 4 of your social?
[CUSTOMER][NEUTRAL] Uh, I forgot. Let me find.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and please verify your address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And so you're calling today wanting to know um how much your uh co-pay or um doctor visit would be, is that correct?
[CUSTOMER][NEUTRAL] Uh, no, for the, they call the, uh, Kan, uh, copies.
[AGENT][NEUTRAL] Colonoscopy?
[CUSTOMER][NEUTRAL] Colonoscopy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so what I'll need to do is I'll need to get you transferred over to the uh to the claims and benefits department so they can further assist you, OK?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Before I get you transferred, is there anything else in group billing I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, that's all.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] I just want to know about that.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII] in group billing. I have an insured on the phone that's got um a claims question.
[CUSTOMER][NEUTRAL] OK alright and what number?
[AGENT][NEUTRAL] 2581912.
[CUSTOMER][NEUTRAL] OK, and what's the patient?
[CUSTOMER][NEUTRAL] First name?
[AGENT][NEUTRAL] So [PII].
[AGENT][POSITIVE] uh, that, I think that's how she said it. Her accent is very strong.
[CUSTOMER][NEUTRAL] OK, all right, and you verified her?
[AGENT][NEUTRAL] And her
[AGENT][NEUTRAL] Yes, ma'am, and her callback number is the same that's on the policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK perfect alright go ahead and put her through.
[AGENT][POSITIVE] All right. Here she comes. Thanks.