AccountId: 011433970860
ContactId: df84c904-c7e8-4b8c-a139-4627901c1960
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72480 ms
Total Talk Time (AGENT): 35000 ms
Total Talk Time (CUSTOMER): 28698 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/df84c904-c7e8-4b8c-a139-4627901c1960_20250516T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was wondering what my member ID number was because on the card, it doesn't say.
[AGENT][NEUTRAL] Um, on your card, do you see anything that says, uh, in the hospital or outpatient certification number?
[CUSTOMER][NEUTRAL] Yes, but I called um.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEGATIVE] I called another place and they told me they couldn't use that number. I don't know.
[AGENT][NEUTRAL] Um, that is your policy number and that is the only number that I would be able to give you is that is your policy number. Um, was that a provider that you were trying to call?
[CUSTOMER][NEUTRAL] Yeah, so I got a bill in the mail, but they hadn't used the secondary insurance, so they were asking for the number and when I gave it to them, I guess they said they needed like a member ID and that's it all. I told them that's all I had.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, but that's all that there is, um, so I would call them back, let them know that you spoke with us and confirmed that that is correct. If they have any further questions, I would have them give us a call so we could clear up any confusion.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] All right, of course, have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][POSITIVE] Thanks. Bye bye.