AccountId: 011433970860
ContactId: b36321eb-6a79-41e8-ae2f-786aac01e3ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144440 ms
Total Talk Time (AGENT): 41942 ms
Total Talk Time (CUSTOMER): 59078 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/b36321eb-6a79-41e8-ae2f-786aac01e3ee_20250429T19:38_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APM. My name is [PII]. How can I assist you today?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Hi how are you [PII]?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm doing good thank you.
[CUSTOMER][NEUTRAL] Um, I am a member. I'm trying to get my insurance or this APL.
[CUSTOMER][NEUTRAL] To see if that will cover my um emergency when I went to the emergency room and they asked for my member ID number. I don't see it on the card.
[AGENT][POSITIVE] OK, I'd be happy to assist with your member ID number. Um, may I have your social please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And if you can verify your email address.
[CUSTOMER][NEUTRAL] Should be [PII].
[AGENT][NEUTRAL] OK, let me know when you're ready for your policy number.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][NEUTRAL] 2,339,380.
[CUSTOMER][NEUTRAL] 233-9380
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, so that's the in hospitals benefit certification number?
[AGENT][NEUTRAL] Um, it's, it's for both inpatient and outpatient.
[CUSTOMER][NEUTRAL] Oh, because I even told him that number and but it just says yeah in inpatient outpatient and he said no so that's the member ID number they need.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Do you know if there's anything else that they would need?
[AGENT][NEUTRAL] Um, the group number that should be on the card as well. I don't know what they, I mean they, they're gonna have to.
[CUSTOMER][NEUTRAL] That's on there I gave him that.
[AGENT][NEUTRAL] They're gonna have to call us, so.
[AGENT][NEUTRAL] Uh, as long as they have your member ID or your social, they should, you know, we can quote their, the benefits.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'll, I'll try it again.
[CUSTOMER][POSITIVE] OK sounds good thank you.
[AGENT][NEUTRAL] OK, is there anything else I could assist with today?
[CUSTOMER][NEGATIVE] No thanks.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too