AccountId: 011433970860
ContactId: 817ede7a-3213-4e8c-88d1-1b5b5fc4f3c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81580 ms
Total Talk Time (AGENT): 33750 ms
Total Talk Time (CUSTOMER): 37640 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/817ede7a-3213-4e8c-88d1-1b5b5fc4f3c6_20250404T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes. So I have a question. I have, um, I need to see a doctor and to present my APL card. But first, they're asking for my policy number or my um ID number. I do have a group number. Is, is, is the group number um will help me with everything, or I do need policy or ID number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You would need the policy um number for sure. Uh, do you have a card?
[CUSTOMER][NEUTRAL] Yes, what I have on my card is just group number.
[AGENT][NEUTRAL] Do you see anything on the card, uh, that says in hospital or outpatient certification number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That would be your policy number.
[AGENT][NEUTRAL] Either one of those.
[CUSTOMER][NEUTRAL] 40, 40.
[AGENT][NEUTRAL] So if it's an outpatient service that's OK so if it's an outpatient service it would be that certification number if it were inpatient it would be that one.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Got it. Got it. Thank, thank, thank you so much.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely, of course. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] All right well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.