AccountId: 011433970860
ContactId: cae6ae6e-bb99-41e9-b1db-6b754447cf07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237860 ms
Total Talk Time (AGENT): 85423 ms
Total Talk Time (CUSTOMER): 83769 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/cae6ae6e-bb99-41e9-b1db-6b754447cf07_20250108T21:13_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, how are you, dear? My name is [PII]. Uh, we provider here in [PII].
[CUSTOMER][NEUTRAL] And I have this patient, [PII].
[CUSTOMER][NEUTRAL] Uh, his policy number or his certification number is 01491504, and I would like to know if um it was uh, I mean, I need to to send the um the bill.
[CUSTOMER][NEUTRAL] So we let you know he was.
[AGENT][NEUTRAL] Can I have that date of birth and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] And OK, the date of birth of the patient, [PII].
[CUSTOMER][NEUTRAL] And the number to call back is [PII] I mean [PII].
[AGENT][NEUTRAL] And could you verify the spelling of your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Thank you, and you're calling to verify the mailing address to submit claims?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So let me know when you're ready for work.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] The mailing address will be addressed to APL claims department. That's A as in Alpha, P as [PII] Paul, L as in Lima, claims department.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Give me a minute, give me a minute, hold a minute.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][POSITIVE] [PII], yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then you have um
[CUSTOMER][NEUTRAL] The payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 0
[AGENT][NEUTRAL] 60801, that's 60801.
[CUSTOMER][NEUTRAL] 80, I'm sorry. The first number is [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And then 0?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] The first number is [PII].
[CUSTOMER][NEUTRAL] 860801.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Are you, is my phone going in and out? Could you let me know if possible?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, no, the internet, the internet like that, in and out, sorry. Well, let's go to try one more time. 6, the first number.
[AGENT][NEUTRAL] So the
[AGENT][NEUTRAL] It is gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] I got it right now, no?
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thanks for calling APL and have a great day. I'm not sure if you can hear me, but I can hear your background, but you're not responding, so I'm gonna end the call.