AccountId: 011433970860
ContactId: aa739e25-988d-4761-a194-a1e8e98e67c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226000 ms
Total Talk Time (AGENT): 68939 ms
Total Talk Time (CUSTOMER): 70242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/aa739e25-988d-4761-a194-a1e8e98e67c1_20250603T14:56_UTC.wav
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[AGENT][NEUTRAL] Good morning thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I'm [PII], I'm trying to locate my, my, uh, user member ID, etc. to provide to a medical provider, but I don't seem to find my card. Uh, would I be able to get that from you?
[AGENT][NEUTRAL] Uh, do you have a phone number? I can, I can help you, but do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. Sorry about that. Do you have your social security number and I can look it up for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address?
[CUSTOMER][NEUTRAL] [PII] and it's my [PII].
[AGENT][NEUTRAL] OK, we have a different email address.
[CUSTOMER][NEUTRAL] Oh, it could be [PII]. That's my work email.
[AGENT][POSITIVE] Yes, ma'am. That's what we have. Thank you, Ms. [PII].
[AGENT][NEUTRAL] And you are needing your subscriber number, your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can give that to you. It's 02.
[AGENT][NEUTRAL] 61.
[AGENT][NEUTRAL] 1387.
[CUSTOMER][NEUTRAL] 02611387
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, that's the only number I and the group number is 27031, right?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you. Yes ma'am, it is 27031.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much and how can I get my um.
[CUSTOMER][NEUTRAL] Like a card for me to have?
[CUSTOMER][NEUTRAL] I is that something you mailed?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I can get one mailed to you, but we do there is a copy on our online service center if you set up an account you can get it off of there as well.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh, that's perfect. I'll do that thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] Bye bye.