AccountId: 011433970860
ContactId: e4d5a247-e50e-486f-b517-7cb79dbda785
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215820 ms
Total Talk Time (AGENT): 57141 ms
Total Talk Time (CUSTOMER): 92696 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/e4d5a247-e50e-486f-b517-7cb79dbda785_20250624T20:06_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 have just received a bill from some lab work I have had done, and it looks like they had billed my old insurance and not you guys. And so I'm looking to update that stuff and they're asking for insurance ID and group number and I'm not locating those on my card, and I know there's probably a synonymous number I need to be using.
[AGENT][NEUTRAL] OK, do you have um your policy certificate number on your card?
[CUSTOMER][NEUTRAL] Uh, yeah, one second, I just had it in my lap and I've lost it. I stand up.
[CUSTOMER][NEUTRAL] Unless I put it back in my wallet.
[CUSTOMER][NEUTRAL] Oh damn, I had it while I was there. Oh, I found it. OK. What were you asking for?
[AGENT][NEUTRAL] Uh, it's the policy certificate number.
[CUSTOMER][NEUTRAL] Yeah, you ready?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 02615718
[AGENT][NEUTRAL] OK. Can I get your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and then can you verify your address and email address?
[CUSTOMER][NEUTRAL] [PII] and the email is probably [PII], but it may be [PII].
[AGENT][NEUTRAL] OK, yes, got business first. Do you want to keep that the same?
[CUSTOMER][NEUTRAL] Uh, I'd, uh, I'd rather use Peacekeeper, the, uh.
[CUSTOMER][NEUTRAL] Business first has has.
[CUSTOMER][NEUTRAL] Been gotten into before.
[AGENT][NEUTRAL] OK, um, what was the, um, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's pieces in chess piece or game piece.
[AGENT][NEUTRAL] OK, got that updated and um you're wanting to check on your, so the policy er number will be the number that they used to file your claim and then what was the other piece you were asking for a group number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Well, insurance ID and group number.
[AGENT][NEUTRAL] Uh, the insurance ID is that policy certificate number and then your group, yeah.
[CUSTOMER][NEUTRAL] OK, so that's.
[AGENT][NEUTRAL] Uh, group number is 70098.
[CUSTOMER][NEUTRAL] 70098
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I do not see that on my card anywhere. Should it be on there?
[AGENT][NEUTRAL] Uh, group number, no, the group number is not usually listed on there. We just have the policy cert and then your name and yeah.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, so policy sir is the same as insurance ID.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Yes.