AccountId: 011433970860
ContactId: 16a8cc61-3b0a-46a5-b66a-64bfdf150fc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58110 ms
Total Talk Time (AGENT): 20587 ms
Total Talk Time (CUSTOMER): 30001 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/16a8cc61-3b0a-46a5-b66a-64bfdf150fc6_20250609T20:11_UTC.wav
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[CUSTOMER][NEUTRAL] It's
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a policy with you guys. um, I'm not sure what information you need from me, but I'm trying to, um, they're, they're asking me, my, my medical providers asking me for a member ID number, but I don't see that on my, on my card.
[AGENT][NEUTRAL] Um, it would be your policy certificate number.
[CUSTOMER][NEUTRAL] I'm sorry, say that again.
[AGENT][NEUTRAL] It would be your policy certificate number uh either your inpatient or outpatient. That is the.
[CUSTOMER][NEUTRAL] Oh, OK, so the, the, the, the, the, the in hospital benefits cert number that's my member number.
[AGENT][NEUTRAL] The policy number, yes sir.
[AGENT][NEUTRAL] Yes, some people call it member number, that is correct.
[CUSTOMER][POSITIVE] OK, perfect. And uh OK, I think that's all I needed.
[AGENT][POSITIVE] OK, alright, well thank you so much for calling APL. Have a good day, sir.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you bye.