AccountId: 011433970860
ContactId: 6676209d-0572-4e09-bcc2-33e7ec3704fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160639 ms
Total Talk Time (AGENT): 45962 ms
Total Talk Time (CUSTOMER): 65791 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/6676209d-0572-4e09-bcc2-33e7ec3704fe_20250305T20:26_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I have a couple of co-payments that I need to submit.
[CUSTOMER][NEUTRAL] For payment
[AGENT][POSITIVE] OK, I'll be happy to assist with your policy today, [PII].
[CUSTOMER][NEGATIVE] That I paid and, and the doctor refused to go to you guys directly. Is there somewhere I can email them or how do I do this?
[AGENT][POSITIVE] I'll be happy to assist.
[AGENT][NEUTRAL] OK, and first I'll need to get a good callback number for you.
[CUSTOMER][NEUTRAL] My number is [PII].
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] Oh hold on one second, let me get it for you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I don't what you want the group number?
[AGENT][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] I have well I have one that's called outpatient benefit certification number.
[AGENT][NEUTRAL] I'll take that.
[CUSTOMER][NEUTRAL] OK. 0247347.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] And if you could please verify your date of birth and mail mailing address.
[CUSTOMER][NEUTRAL] My date of birth is [PII] and the mailing address is [PII].
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so, um.
[AGENT][NEUTRAL] So the primary would need to register with the online service center and you can upload them from there. Other than that, you would have to mail it in or fax it in.
[CUSTOMER][NEUTRAL] OK, so the primary would need to.
[CUSTOMER][NEUTRAL] Upload it
[CUSTOMER][NEUTRAL] So [PII], my husband.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] He would need to do what? Go to the website?
[AGENT][NEUTRAL] Right, the, um, and if he doesn't have an account, he would just create an account with the online service center and from there you would be able to upload the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me do that then. All right.
[CUSTOMER][NEUTRAL] Um, let me make sure I have the right email.
[AGENT][NEUTRAL] The website is [PII].
[CUSTOMER][POSITIVE] OK, I got it. All right, I'll do that. Thank you for your help.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] No, that's all. Thanks. Bye.
[AGENT][POSITIVE] Thank you for calling