AccountId: 011433970860
ContactId: d0df1d46-490d-4875-8cca-5b08c9c7c6c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71889 ms
Total Talk Time (AGENT): 25331 ms
Total Talk Time (CUSTOMER): 53016 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/d0df1d46-490d-4875-8cca-5b08c9c7c6c2_20250506T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling for Doctor [PII]'s office, um, regarding about a mutual patient [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] Well, actually that's the problem we have an insurance card but it doesn't say the policy number it says only the group number.
[AGENT][NEUTRAL] OK, it doesn't show outpatient benefit cert number?
[CUSTOMER][NEUTRAL] No, not either. That's why, no, it say like hospital benefits certification number and outpatient benefit certification number.
[AGENT][NEUTRAL] For inpatient benefits sir?
[AGENT][NEUTRAL] Yes, that's outpatient and inpatient hospital certification number. That's the number I need.
[CUSTOMER][NEUTRAL] Oh, so the outpatient is gonna be the member ID?
[AGENT][NEUTRAL] That's their policy number, yes.
[CUSTOMER][POSITIVE] Oh my god thank you you have a lot. Thank you so much. I was confused.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, it's the only thing that I needed thank you so much for letting me know.
[AGENT][NEUTRAL] OK. That's all that you needed to know for the card?
[CUSTOMER][POSITIVE] You have a great day, yes, yes.
[AGENT][POSITIVE] OK, you're welcome. Thank you for calling American Public Life. Have a great day, bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.