AccountId: 011433970860
ContactId: 8135aeb2-ef44-4e71-929e-2ffd69ad12cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93620 ms
Total Talk Time (AGENT): 49548 ms
Total Talk Time (CUSTOMER): 29700 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/8135aeb2-ef44-4e71-929e-2ffd69ad12cc_20250319T14:38_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name's [PII]. I just need to get um payer ID and mailing address for the um insurance.
[AGENT][NEUTRAL] Yes, um, I, I just need to know which policy you've got, uh, because they, we do have different addresses, [PII], do you have a policy number for me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do, um, it is 02269775.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that. I just need a callback number please, even that we're disconnected.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Well, first of all, the policy went into effect on [PII]. It is active. Now, the address for these policies, [PII] is um [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And our zip code is [PII].
[AGENT][NEUTRAL] Is there anything else at all that I can tell you beside and our payer ID excuse me, is 60801. I apologize.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] You said 0801?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] 6080 alright that's all I needed.
[AGENT][POSITIVE] OK, well, thank you for contacting AP. Have a good day.