AccountId: 011433970860
ContactId: ff474b1b-0b03-47c5-bd5f-c5255cef0986
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349420 ms
Total Talk Time (AGENT): 152392 ms
Total Talk Time (CUSTOMER): 144137 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/ff474b1b-0b03-47c5-bd5f-c5255cef0986_20250626T13:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I need help. I was at the doctor's office yesterday and they tried to take my gap insurance, but they were looking for an ID number that is not on the card. Would you be able to help me with that?
[AGENT][NEUTRAL] Yes, ma'am. May I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, my number is [PII].
[AGENT][NEUTRAL] And do, do you have your policy number?
[AGENT][NEUTRAL] You have a copy of your card?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] I have my card. Yes.
[AGENT][NEUTRAL] OK, is it an inpatient outpatient certificate number or something like that?
[CUSTOMER][NEUTRAL] No, the, uh, on the card, there's a payer ID number, there's a group number, and uh in hospital and outpatient number. But the number they were looking for.
[AGENT][NEUTRAL] That's the number that I need.
[CUSTOMER][NEUTRAL] Which one?
[AGENT][NEUTRAL] That's, that's your policy number that it should start with 0201, something like that.
[CUSTOMER][NEUTRAL] 02435175 ML 7.
[AGENT][NEUTRAL] That's your policy number.
[CUSTOMER][NEUTRAL] OK, but they were not asking for a policy. Their system was asking for an ID number, and it rejected every number they inputted, which was the inhospital and the outpatient, the group and the payer ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII] is my email address.
[AGENT][NEUTRAL] OK. What's your email address again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's not the one. That's not the one we have.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is it [PII] a national show?
[AGENT][NEUTRAL] Yes, that's the correct one. Is that your work email address?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK then we need to change that because it shouldn't be your work email address, it should be your personal because if you try to go and get in on our online service center it's not gonna let you in with that work email address you have to have a personal one on there. Can I get that again and I'll get all this changed for you and the address on here is not the one you gave me either, so if I can get your address so I can.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Get, write it down and get it changed for you. Um, your address, please?
[CUSTOMER][NEUTRAL] Sure. What do you want first?
[CUSTOMER][NEUTRAL] What do you want first?
[CUSTOMER][NEUTRAL] Sure. My address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The city is [PII].
[CUSTOMER][NEUTRAL] One word, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII] D.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], and it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And then I'll take your email address, please.
[CUSTOMER][NEUTRAL] Sure, that is M.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] It's [PII] [PII]. Mhm. Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, that's what I have. OK, I'll get all that changed for you that way if you set up an account on our online service center, you'll be able to set you an account up on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] Um, and as far, um, thank you, Ms. [PII] and
[AGENT][NEUTRAL] You said the hospital wanted an ID number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with that. The ID number is that policy number. That's the only ID number you have with us, and they don't have to put the ML 8 at the end. It's just 02435175.
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][POSITIVE] That works.
[AGENT][NEUTRAL] Is there anything, anything else I can help you with?
[CUSTOMER][POSITIVE] Excellent. All right. That will be all. No. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thank you, Ms. [PII], for calling APL. You have a good day and I'll get all your information changed for you.
[CUSTOMER][POSITIVE] Appreciate it.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.