AccountId: 011433970860
ContactId: 5dd1c93a-adea-479a-b8ed-389cda1300c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 973119 ms
Total Talk Time (AGENT): 188410 ms
Total Talk Time (CUSTOMER): 163930 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/5dd1c93a-adea-479a-b8ed-389cda1300c7_20250422T21:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, hi, this is uh.
[AGENT][NEUTRAL] I'm sorry, I didn't get that. Can you repeat?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And how may I assist you today, Miss [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I want uh my ID card number or any information because I have to give it to the hospital to make the claim because I was in the hospital last night and I don't have any information about my group hospital in.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. OK. I can give you the policy number. Um, let me have the spelling of your last name and the spelling of your first name.
[CUSTOMER][NEUTRAL] My last name [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII] is fine.
[AGENT][NEUTRAL] OK. And may I have the spelling of your first name? Yes.
[CUSTOMER][NEUTRAL] Get it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, let me see if I can find you, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK. May I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] Um, my, uh, date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] OK. And what's the email address on file?
[CUSTOMER][NEUTRAL] You want my social?
[AGENT][NEUTRAL] No, the email address.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, my first name [PII]. [PII]. Mhm.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK. Thank you. OK, um, do you want me to go ahead and give the policy number to you over the phone?
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Uh, can, can you send uh my my insurance information by, uh, email it to me? Can you do that?
[AGENT][NEUTRAL] Yes, I can send you the um ID card and the policy. Um do you mind holding for me while I send this out to you right now?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, yeah.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm thank you. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss Miss [PII].
[AGENT][NEUTRAL] We'll
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I do apologize. OK, um, it looks like there was a request um to create this information. Right now, the information is not online. So what I can do is give you the policy number um by phone and then once it's ready, we can go ahead and send it to you by email.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, can you give me the policy number also if you have the ID card number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy number and the ID card number is the same. So let me go ahead and give it to you. Let me know when you're ready. OK. That's 02.
[CUSTOMER][NEUTRAL] OK, so what's the number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Say again.
[AGENT][NEUTRAL] 4502.
[CUSTOMER][NEUTRAL] I can't hear you the first one.
[AGENT][NEUTRAL] OK, let me start again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy number is 02.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 45.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 32
[AGENT][NEUTRAL] 71.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I repeat it. 02453271.
[AGENT][POSITIVE] Yes, yes. And let me give you the group number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 256-88.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and uh let me, yes, that's all. And let me give you the um the information where to send the claims.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] The group number?
[CUSTOMER][NEUTRAL] Sorry, 256-88, this is the group number.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, just in case they ask, um, the payer ID is 60801.
[CUSTOMER][NEUTRAL] And what else?
[CUSTOMER][NEUTRAL] Uh, I can't hear that. 68.
[AGENT][NEUTRAL] OK. Payer ID.
[CUSTOMER][NEUTRAL] Hey, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I see. OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] 608.
[CUSTOMER][NEUTRAL] 608. OK.
[AGENT][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][NEUTRAL] Yes, that is the payer ID.
[CUSTOMER][NEUTRAL] OK, pay your ID OK.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] So this is all the information they need for to claim.
[AGENT][NEUTRAL] We just
[AGENT][NEUTRAL] Yes, that's all the information they need to submit claims. If they have any other questions, just give them the [PII] number you dialed so they can call us directly.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, all right, but can you email uh to me this information? I don't need to lose it.
[AGENT][NEUTRAL] Um, I went ahead and sent a request for the ID card and the policy certificate to be sent to you by email. Again, they're working on creating those documents. It looks like the employer asked for this to be online only.
[AGENT][NEUTRAL] So more than likely, um I can go ahead and send you a copy or you can go ahead and register, but it's not ready just yet, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, thank, thank you. You're very helpful. Thank you.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.