AccountId: 011433970860
ContactId: a2655ae1-3a7e-4424-b315-c3aed6c100cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178039 ms
Total Talk Time (AGENT): 76860 ms
Total Talk Time (CUSTOMER): 73466 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/a2655ae1-3a7e-4424-b315-c3aed6c100cd_20250131T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. My last name is [PII] I'm actually at the lab getting some labs drawn, and I don't have my secondary APL card with me. I was just wondering if you could get me my member ID number so that I could give it to them.
[AGENT][NEUTRAL] Yes, I can, I can get that for you, Ms. [PII]. Can you give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is your, um, social security number so I can pull your policy in?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK, [PII], for security reasons, I'm gonna need for you to verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII]. Uh, my email address is [PII]. My phone number is [PII].
[AGENT][POSITIVE] Thank you, I appreciate you verifying your policy for me. OK, let me look up your number here real quick.
[AGENT][NEUTRAL] OK, this is your policy number 224.
[AGENT][NEUTRAL] 8
[CUSTOMER][NEUTRAL] 224
[AGENT][NEUTRAL] Yes, 224-864-1.
[AGENT][NEUTRAL] They're gonna want your group number also, so let me give you your group number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2 it's 22,670.
[AGENT][NEUTRAL] And let me give you the payer ID number so they can send your claim electronically.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] OK, is there any way you can email me a copy of that card or resubmit them out? I think they misplaced it.
[AGENT][NEUTRAL] Yes, I can email it to you and then also did you know that we have an online service center?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, but I, I've done this a couple years ago and I, I don't know what I put my username or password at.
[AGENT][NEUTRAL] Let me give you
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Oh OK well I can help you with that too if you have time.
[CUSTOMER][NEUTRAL] Well, I'm actually at the lab right now getting labs drawn, so I can take a look at the email once I get home.
[AGENT][NEUTRAL] OK. Gotcha.
[AGENT][POSITIVE] Yes ma'am, OK, I will get that right to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much. Do you need anything else?
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. No, ma'am, that's it. You have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] All right. All right. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] You as well thank you bye bye. And then they needed.