AccountId: 011433970860
ContactId: 1d43100c-bd6c-4051-aa27-7287efe28717
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276950 ms
Total Talk Time (AGENT): 53985 ms
Total Talk Time (CUSTOMER): 83675 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/1d43100c-bd6c-4051-aa27-7287efe28717_20250610T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I work through Crown.
[CUSTOMER][NEUTRAL] In [PII], and I was trying to get some insurance so I could go and see a doctor, but I got the I have the card, so I need to know.
[CUSTOMER][NEUTRAL] I wanted to get my card active and I would like to see a doctor.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] It's on the Is it on the card?
[AGENT][NEUTRAL] Yeah, there should be a policy certificate number.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] Is it the EDI?
[CUSTOMER][NEUTRAL] Payer ID
[AGENT][NEUTRAL] Um, no, it should be on the other side. It'll be a policy certificate number.
[AGENT][NEUTRAL] The certification number?
[CUSTOMER][NEUTRAL] Member medical.
[AGENT][NEUTRAL] Or I can look it up by your name or social.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Is it a good number? Let me just look it up by my name.
[AGENT][NEUTRAL] OK. What was your last name?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] I'm not pulling you up in our system. What about, do you, can I look it up by your social? I can try that.
[CUSTOMER][NEUTRAL] Yeah, my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, I'm not pulling up that social either. And um when did, when was your insurance supposed to start?
[CUSTOMER][NEUTRAL] She said it was already active, but
[AGENT][NEUTRAL] And did, did you say the card has a group number on it? What was that?
[CUSTOMER][NEUTRAL] Yeah, it's uh 942-0.
[AGENT][NEUTRAL] OK, let me try that.
[AGENT][NEUTRAL] 9420.
[CUSTOMER][NEUTRAL] 9420
[AGENT][NEUTRAL] OK, yeah, I don't have that in our system, so it, and you're trying to reach American public life.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It says Medi Medi plan. Uh, it says benefits in a card.
[CUSTOMER][NEUTRAL] I got member employee you got an employee ID number?
[AGENT][NEUTRAL] OK, what's
[CUSTOMER][NEUTRAL] It's got an employee name which would be my name.
[AGENT][NEUTRAL] OK, let me, um, let me get you transferred over to benefits and a card and see if they can help. I don't have anything in our system with the information you gave me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.