AccountId: 011433970860
ContactId: dba294f4-624a-4ad3-a854-8819933bda2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218800 ms
Total Talk Time (AGENT): 107954 ms
Total Talk Time (CUSTOMER): 82672 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/dba294f4-624a-4ad3-a854-8819933bda2b_20250115T17:56_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, I am trying to file a claim with my, with the medical provider.
[CUSTOMER][NEUTRAL] But they told me I'm trying to use my APL card. They're asking me for a policy number. I have the group number, but I don't have the policy number.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can get the policy number for you, sir. Um, can you please give me your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and
[AGENT][POSITIVE] Thank you [PII]. What is your callback number, sir? Just in case the call gets disconnected I can call you right back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and if you can give me your social security number, that'll pull your policy in for me to be able to give you your number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, sir. Let me pull that policy up for us.
[AGENT][NEUTRAL] OK, Mr. [PII], for security reasons, I'm gonna need for you to verify your policy. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then also I'll need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that would most likely be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that's correct. That's what I have. And then the number you gave me to call you back on if we get disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] That's my cell phone number.
[AGENT][NEUTRAL] Yes, sir. Thank you. OK, so I'm looking at your policy now. You have the Medlink policy and that policy number is 184.
[CUSTOMER][NEUTRAL] 184
[AGENT][NEUTRAL] 89
[CUSTOMER][NEUTRAL] 89
[AGENT][NEUTRAL] 46.
[CUSTOMER][NEUTRAL] 46. Let me repeat. 1848946.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're very welcome, sir. Is that all you needed for your for them to file a claim? I can give you uh.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, if you need anything else just please call us back.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] What else can you give me just in case they need something else?
[AGENT][NEUTRAL] I can give you a payer ID number for you to give to them.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] And that way they can file it electronically for you.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It's 60.
[AGENT][NEUTRAL] 80.
[CUSTOMER][NEUTRAL] 6080160801. That's the payer ID number. Thank you.
[AGENT][NEUTRAL] One.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, you're very welcome.
[CUSTOMER][POSITIVE] Do, do have a blessed day and stay safe.
[AGENT][POSITIVE] You have a blessed day too Mr. [PII] thank you so much for calling APL we appreciate you being a customer.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, sir. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.