AccountId: 011433970860
ContactId: a47c3833-bad5-4fb9-a2d1-564c60632320
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74540 ms
Total Talk Time (AGENT): 28550 ms
Total Talk Time (CUSTOMER): 47532 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/a47c3833-bad5-4fb9-a2d1-564c60632320_20250110T14:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. Um, I'm calling because I am getting uh calls from my laboratory, um, for collections because I guess they're having a problem billing um this insurance for the, the supplemental amount.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] For services, they're asking me for an ID number. Now on my physical card, I just see a group number, a payer number, and then inpatient and outpatient cert numbers, which would be my ID number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, Mrs. So, yeah, I can answer that for you. I just need your phone number just in case we get disconnected or just for my records.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you Mr.se. OK, so the policy number or the ID number will be the outpatient start number.
[CUSTOMER][POSITIVE] The outpatient certain number? OK, thank you so much.
[AGENT][POSITIVE] Yes. Mhm. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that would be it. Have a great day and a great weekend.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You as well, Mr. So and thank you for calling APL.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye