AccountId: 011433970860
ContactId: 8984453f-c106-495f-82d3-14a4c763918f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238990 ms
Total Talk Time (AGENT): 63096 ms
Total Talk Time (CUSTOMER): 93205 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/8984453f-c106-495f-82d3-14a4c763918f_20250529T13:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, that [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes, yes, um, I had insurance with you guys through, uh, through my employer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A few months ago?
[CUSTOMER][NEUTRAL] And I'm
[CUSTOMER][NEGATIVE] I had a, a medical emergency like after my insurance is already finished up and whatnot like, uh, how do I put it, you know, like I'm not covered anymore.
[CUSTOMER][NEUTRAL] But um I just need some information.
[CUSTOMER][NEUTRAL] Um, for this hospital, stuff I got going on.
[CUSTOMER][NEUTRAL] If you did help me out with that.
[CUSTOMER][NEUTRAL] I just need my ID number for the policy, my subscriber name and group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have any uh callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And Mr. [PII], uh, verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mailing address [PII] and my email is I [PII].
[AGENT][NEUTRAL] OK, uh, thank you. And you say you're needing your policy number and the group number?
[CUSTOMER][NEUTRAL] What's his ID number?
[CUSTOMER][NEUTRAL] And subscriber number and group number.
[AGENT][NEUTRAL] Oh, you don't really have, well, sometimes the subscriber number, they will also use as the policy number and I'll give that to you when you're ready.
[CUSTOMER][NEUTRAL] Oh, actually, my bad, my bad. It says subscriber name not number, my bad.
[AGENT][NEUTRAL] Oh, no, you're fine.
[AGENT][NEUTRAL] OK, let me know when you're ready. I can give you that policy number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright, uh,
[CUSTOMER][POSITIVE] I'm ready for it.
[AGENT][NEUTRAL] OK, it is 257.
[AGENT][NEUTRAL] 1174.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And your group number um.
[AGENT][NEUTRAL] 70019.
[CUSTOMER][NEUTRAL] 70019.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Is there, is there a subscriber name?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Well, you would be the subscriber, so it would be your name.
[CUSTOMER][NEUTRAL] What is the
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][POSITIVE] That's all I need. Thank you very much.
[AGENT][POSITIVE] Uh, yes, sir. Thank you for calling APL. Have a great day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.