AccountId: 011433970860
ContactId: ba543739-457b-4723-9544-8899ef228fcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91930 ms
Total Talk Time (AGENT): 32290 ms
Total Talk Time (CUSTOMER): 43087 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/ba543739-457b-4723-9544-8899ef228fcf_20250617T18:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. Let me give you my uh.
[CUSTOMER][NEUTRAL] Group number
[CUSTOMER][NEUTRAL] I'd like to find out my group number is 242-31.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'd like to find out how much I have on credit because I wanna get a a hernia um.
[CUSTOMER][NEUTRAL] Surgery, I'd like to see if it covers the whole deductible.
[CUSTOMER][NEUTRAL] Or how much I have credit on the.
[CUSTOMER][NEUTRAL] On the gap insurance.
[AGENT][NEUTRAL] Oh, OK, um, [PII], what's a good phone number?
[CUSTOMER][NEUTRAL] Did I, did I explain myself right?
[AGENT][NEUTRAL] Uh, well, yeah, you gave me the group number, but I, I can't like your group is significant about your uh employer, um, but I can go ahead and look you up a different way. um, what's a good phone number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 21.
[AGENT][NEUTRAL] And do you have your policy card with you?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, is there, is there anything that says member ID or policy certificate number or benefit number?
[CUSTOMER][NEUTRAL] Uh, think, oh
[AGENT][NEUTRAL] Usually starts with like a 01 or 02.
[CUSTOMER][NEUTRAL] Insurance benefits certificate number, yes.
[AGENT][NEUTRAL] OK, and what's that number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I'm, I'm gonna, uh, I'm sorry, I'm gonna have to call. Can I finish the phone call? Or no, I'll, I'll, I'll call back. Thank you, because I'm gonna, I'm gonna, I'll call back. Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The