AccountId: 011433970860
ContactId: ce5fd669-c178-4f2c-81b3-098b173fd80a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141550 ms
Total Talk Time (AGENT): 46055 ms
Total Talk Time (CUSTOMER): 40828 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/ce5fd669-c178-4f2c-81b3-098b173fd80a_20250606T14:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning Ms. [PII]. My name is [PII] with Benefits in the car. I was calling to see if by any chance you could provide me um my member ID for a member that became active, but the benefit cards is not available yet.
[AGENT][NEUTRAL] Oh, let's take a look. Do we have a name, social, what do we have?
[CUSTOMER][NEUTRAL] I have policy number, social, name, and date of birth.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the policy number you have?
[CUSTOMER][NEUTRAL] It is 263.
[CUSTOMER][NEUTRAL] 7298.
[AGENT][NEUTRAL] And then insured's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're looking for the medical ID, is that what you need?
[CUSTOMER][NEUTRAL] Um, yes, his doctors, he provided them with the policy number, but they were asking him for a member ID. I'm not sure if that will be actually the group number.
[AGENT][NEUTRAL] Mm, OK. Yeah, cause I mean, I can give you both just to be on the safe side, I guess.
[AGENT][NEUTRAL] The group
[CUSTOMER][NEUTRAL] If you wouldn't mind, please.
[AGENT][NEUTRAL] Yeah, no problem. The group number is gonna be 70056.
[AGENT][NEUTRAL] And the medical ID is going to be [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright thank you so much [PII], have a great day.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.