AccountId: 011433970860
ContactId: c5a3d369-293d-4f6e-ad36-b723b85428e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292730 ms
Total Talk Time (AGENT): 87375 ms
Total Talk Time (CUSTOMER): 116315 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/c5a3d369-293d-4f6e-ad36-b723b85428e0_20250623T15:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I'm at my doctor's office and they're asking me for my uh claim number, sorry, for my uh account number so they can email my I just had a knee replacement and they're trying to send you all my information to make my claim.
[AGENT][NEUTRAL] OK, so you need your policy number. OK, give me one second.
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] One moment, and may I have your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And what state do you reside in, please?
[CUSTOMER][NEUTRAL] What's what? [PII] State, [PII], sorry.
[AGENT][POSITIVE] No problem. One moment.
[CUSTOMER][NEUTRAL] My wife heard you better than me.
[AGENT][NEUTRAL] OK, no problem. And you said your last name is spelled [PII]
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], OK.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] What city do you live in, please?
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][POSITIVE] OK, thank you, thank you for helping me narrow it down.
[AGENT][NEUTRAL] OK, thank you. And what is your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And verify the physical address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing is your email address, please.
[CUSTOMER][NEUTRAL] Um, it, it's, it might be [PII] or [PII].
[AGENT][POSITIVE] OK, we have the, the second one. Alright, thank you so much for the verification process. Let me provide you with your policy number when you're ready, please.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] 214-8388
[CUSTOMER][NEUTRAL] 2148.
[CUSTOMER][NEUTRAL] Sorry, my bad, too fast. 2148.
[AGENT][NEUTRAL] 388.
[CUSTOMER][NEUTRAL] 214-838-8
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] 12347 numbers.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, alright, perfect. 214-8388. Alright, I got it. And then, and then do you have a fax number I should give them or or?
[AGENT][NEUTRAL] Yes, we do. Our fax number is
[AGENT][NEUTRAL] 877.
[CUSTOMER][NEUTRAL] 877
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] 942-3 alright got it perfect.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEUTRAL] That's all I need.
[AGENT][NEUTRAL] Yes, so that's all you need unless they need our mailing address or our payer ID. Do they need the information as well?
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] Let me ask him a second. I'm right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need, do you, yeah, do you need their payer, their payer ID and what else did you ask me?
[AGENT][NEUTRAL] Mailing address?
[CUSTOMER][NEUTRAL] The mailing address and the payer ID or no?
[CUSTOMER][NEUTRAL] OK, he has the address, the [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, the [PII] is the right address, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK and then OK, so he got the address. What else was it?
[AGENT][NEUTRAL] Payer ID
[CUSTOMER][NEUTRAL] The payer ID, do you need that? Uh, just give it to me just in case just so that way, that way we don't, I don't have to call you again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it is 60801.
[CUSTOMER][NEUTRAL] All right, what is it?
[CUSTOMER][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] That is it. Thank you.
[CUSTOMER][POSITIVE] OK perfect thank you for your help today.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Thank you so much. You have a great day, sir. You too. Take care.
[CUSTOMER][POSITIVE] Have a nice day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.