AccountId: 011433970860
ContactId: 361e098d-b2a3-4406-8c57-07830a0d00d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104360 ms
Total Talk Time (AGENT): 47910 ms
Total Talk Time (CUSTOMER): 41875 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/361e098d-b2a3-4406-8c57-07830a0d00d3_20250306T17:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is [PII] and I received an America Public Life, uh,
[CUSTOMER][NEUTRAL] Uh, APL cards in the mail, but I never applied to this.
[AGENT][POSITIVE] All right, well, it would be my pleasure to assist you. Do you have on that APL card, do you see your ID number or policy certificate number?
[CUSTOMER][NEUTRAL] Uh, payer I payer ID, yes.
[AGENT][NEUTRAL] Do you see the policy certificate number at the bottom of the card? It could be under inpatient or outpatient hospital benefits certificate number.
[CUSTOMER][NEUTRAL] Uh, and hospital benefit certification number?
[AGENT][NEUTRAL] That's it. Do you mind giving me that number?
[CUSTOMER][NEUTRAL] 02147438 M as in man, L as in letter, and 7.
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII]. And do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] 41471. Uh-huh, go ahead.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Mhm. I was just gonna say this is through your employer JCSS LLC?
[CUSTOMER][NEUTRAL] Oh, really?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, never mind, I'll contact him thank you.
[AGENT][POSITIVE] My pleasure. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mm that's it. Thanks. Bye-bye.
[AGENT][POSITIVE] Thank you, thank you for calling APL. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.