AccountId: 011433970860
ContactId: 946085c1-7634-4518-9b27-b9378badb29d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171610 ms
Total Talk Time (AGENT): 59782 ms
Total Talk Time (CUSTOMER): 99571 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/946085c1-7634-4518-9b27-b9378badb29d_20250203T17:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling EPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] Oh, hi there. Um, my name is, um, uh, [PII]. And um I'm at the emergency room at the, uh, Jupiter Medical, and they've got my group number on the APL but they want the member number, my member number.
[AGENT][NEUTRAL] OK, um, what is.
[AGENT][NEUTRAL] Do you have your policy number with you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, oh yes. Yeah, I have my card with me, my APL, um, uh, card, and I've got the group number.
[AGENT][NEUTRAL] Um, do you
[CUSTOMER][NEUTRAL] It's 212.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Do you, uh, OK, on your card, do you see where it says policy certificate number inpatient, outpatient?
[CUSTOMER][NEUTRAL] No, there's no uh this is uh for the gap insurance APL.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And it says insured [PII] coverage individual gives me the group number and the effective date, but it doesn't, oh, in hospital benefits certification number.
[AGENT][NEUTRAL] Yes, I will take that number.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 1480063.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] Thank you very much. And verify your date of birth to start, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and also verify your complete mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Number [PII].
[AGENT][NEUTRAL] Thank you. And your phone number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the last thing to verify is your email address.
[CUSTOMER][NEUTRAL] It's um the one at work or at home? Private one?
[AGENT][NEUTRAL] It may be your work-related email address, it may be.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, then it's, yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so very much for that verification process, Ms. [PII], and actually the number that you provided me, that is the member ID or we call the policy number.
[CUSTOMER][NEGATIVE] Not at all.
[CUSTOMER][NEUTRAL] Um, the 1480063 ML 7.
[AGENT][NEUTRAL] Yes, or the ML 8. It's the same number. Yes, ma'am. That's the member number they're asking for.
[CUSTOMER][POSITIVE] Oh, OK, got it. Thank you so much. OK.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Yes, ma'am. Take care. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, bye bye.