AccountId: 011433970860
ContactId: 6b2aa25c-e2a1-48b3-a09c-9bb096c876dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107279 ms
Total Talk Time (AGENT): 42039 ms
Total Talk Time (CUSTOMER): 42951 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/6b2aa25c-e2a1-48b3-a09c-9bb096c876dc_20250214T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hello, I was calling to see, uh, if we needed to be contracted with APL in order to bill, um, to submit a claim to you.
[AGENT][POSITIVE] Um, yes, sir. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] [PII] contact number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. um, now I need a policy number in order to pull that information for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I you.
[CUSTOMER][NEUTRAL] Um, that number is 01774140.
[AGENT][NEUTRAL] And please verify the policy member's um name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And actually under this you're calling from the provider's office?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Actually, under this policy, um, you don't have to be contracted. This is for secondary gap insurance. So we go by the primary insurance carrier's guidelines.
[CUSTOMER][NEUTRAL] OK, that's what I thought. I just wanted to make sure.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, not today.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][POSITIVE] Thank you.