AccountId: 011433970860
ContactId: ac7d387b-c88b-4ba1-ab04-21f180f6c95d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232580 ms
Total Talk Time (AGENT): 103487 ms
Total Talk Time (CUSTOMER): 103532 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/ac7d387b-c88b-4ba1-ab04-21f180f6c95d_20250513T17:29_UTC.wav
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[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I was just calling to get um.
[CUSTOMER][NEUTRAL] My son's ID number for a claim that I need to um.
[CUSTOMER][NEUTRAL] For a thing that the hospital needs to possibly submit.
[AGENT][NEUTRAL] Sure, OK, you're just needing that policy number?
[CUSTOMER][NEUTRAL] Yes, um, because I have, um, my, my husband who's my employer, he gave me like a print out of like all of the policy numbers, but it's just mine and like I need my son's specific ID number the man said that I spoke to and I don't have a card, um, I guess those are on their way or something so.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Is your son listed under the policy with you or does he have an individual policy?
[CUSTOMER][NEUTRAL] Um, I, I, he should be on mine. I don't know. I guess we'll see when you look it up.
[AGENT][NEUTRAL] OK, well, I'm sorry, I know that that's confusing. Um, we can definitely look it up. Uh, the reason I ask is that the policy number would be the same for all of y'all if he's under the same policy, um, but we can go ahead and get that pulled up and just verify that. um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's OK. My name's [PII].
[AGENT][NEUTRAL] OK and then uh before we go any further, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's 0, it's 024.
[CUSTOMER][NEUTRAL] 95,040
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alrighty, and then just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address that we've got on file for you uh looks like it is an [PII] account.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, so I do see you have, uh, of course you're covered and then 4 dependents are covered under your policy as well. So it does, uh, which, who is this for specifically? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, yes. So he is absolutely covered under your policy, um, and if you, I'm not sure, may I ask who you spoke to that said he needed his own ID number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it was a man at the Baptist Health, um.
[CUSTOMER][NEUTRAL] It's a Bethesda Hospital. Um, I said I have my policy number and then he said I need his specific ID number, and I said, oh, is it different than mine? And he said, yes, everybody has their own. Maybe he thought his policy was separate from mine.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Maybe, um, because I'm not showing.
[CUSTOMER][NEUTRAL] Um, I don't know, but I mean.
[AGENT][NEUTRAL] Yeah that's odd um I'm not showing that we've received any calls so if for some reason there's any further confusion, um, I would have them give us a call, um, you know, of course let them know that you spoke with us, um, and if they need any further information, you know, they can give us a call and we can explain it to them.
[CUSTOMER][NEUTRAL] It's, yeah, I'll just
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, OK, OK, I'll do that thank you.
[AGENT][NEUTRAL] OK, of course. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that was it thank you so much.
[AGENT][POSITIVE] Alright, yeah thanks for giving us a call up you have a great rest of your day.
[CUSTOMER][POSITIVE] OK thanks have a great day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.