AccountId: 011433970860
ContactId: ad32285c-5106-4f87-8fc9-3867691a244f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248020 ms
Total Talk Time (AGENT): 111560 ms
Total Talk Time (CUSTOMER): 73234 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/ad32285c-5106-4f87-8fc9-3867691a244f_20250421T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello. Hi, yes. Um,
[AGENT][NEUTRAL] Like
[CUSTOMER][NEUTRAL] I need the number, uh, ID number.
[AGENT][NEUTRAL] You need your policy ID number?
[CUSTOMER][NEUTRAL] Of my card
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. Who is your employer?
[CUSTOMER][NEUTRAL] The plumbing.
[AGENT][NEUTRAL] I'm sorry, can you say, say that one more time.
[CUSTOMER][NEUTRAL] Da plumbing, DAG.
[CUSTOMER][NEUTRAL] Imbing.
[AGENT][NEUTRAL] Thank you. Give me just one moment, let me search for that information.
[AGENT][NEUTRAL] OK. May I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, your first name again?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII], OK, thank you. All right, so [PII].
[AGENT][NEUTRAL] Let's do a quick verification, verifying your uh date of birth and then your address, please.
[CUSTOMER][NEUTRAL] OK, [PII], [PII], the address is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Excuse me, and let's verify the phone number that you have on file with us, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And are you [PII]?
[CUSTOMER][NEUTRAL] I'm uh [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], I see you there on our, um, as, uh, on the policy. Do you just need the policy number?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK. Your policy number for you and [PII], it is 2283.
[AGENT][NEUTRAL] 843. I apologize, I'm extremely hoarse. You may want to repeat that back to me.
[CUSTOMER][NEUTRAL] 228-384-3.
[AGENT][POSITIVE] Yes, ma'am. That is correct.
[AGENT][NEUTRAL] And let me give you the group number. Sometimes they will ask for a group number.
[CUSTOMER][NEUTRAL] Member number.
[AGENT][NEUTRAL] If you're going to the doctor.
[CUSTOMER][NEUTRAL] I might have is it 22719?
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] That's on the card, but that was it. OK.
[AGENT][NEUTRAL] Your card, oh, so you do have your card with you. Your card probably has something like 02283843.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, it does. OK, yeah.
[AGENT][NEUTRAL] OK. Right. So that is your actual policy number.
[CUSTOMER][NEUTRAL] That's that's just.
[CUSTOMER][NEUTRAL] Oh, that is the policy number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, cause what that they say it's not a policy number when I give it to the doctor.
[AGENT][NEUTRAL] That, that is your policy number with, with APL.
[CUSTOMER][POSITIVE] OK. I'll let them know now. Thank you.
[AGENT][POSITIVE] OK. You're welcome. Is there anything else we can help you with today?
[CUSTOMER][NEUTRAL] Yeah, that's it.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] You still feel better.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Oh, our call has