AccountId: 011433970860
ContactId: 0f44148d-776c-49ff-a59f-bdbfa02a9080
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212240 ms
Total Talk Time (AGENT): 72516 ms
Total Talk Time (CUSTOMER): 65557 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0f44148d-776c-49ff-a59f-bdbfa02a9080_20250204T18:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, um, I was told by.
[CUSTOMER][NEUTRAL] Well, I have to call y'all because apparently the doctor that I, I've been going to see.
[CUSTOMER][NEUTRAL] Is out of my network and I'm trying to figure out.
[CUSTOMER][NEUTRAL] Where I can go to get this.
[CUSTOMER][NEUTRAL] Get a procedure done.
[AGENT][POSITIVE] OK sir, can you please give me your name and your call back number and I can help you with your benefits.
[CUSTOMER][NEUTRAL] [PII], uh, phone number is [PII].
[AGENT][NEUTRAL] OK, and [PII], what is your policy number?
[CUSTOMER][NEUTRAL] 025102999
[AGENT][NEUTRAL] OK, let me look that up, sir.
[AGENT][NEUTRAL] OK, [PII], can you please um provide for me your date of birth?
[CUSTOMER][NEUTRAL] Say that again, ma'am.
[AGENT][NEUTRAL] Can you please provide for me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then for security reasons can you please verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII] and what was the last one?
[AGENT][NEUTRAL] Your email address please.
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] Your email address please.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying your policy for me, [PII]. All right, let's look and see what we got here.
[AGENT][NEUTRAL] And you're just looking to because you want to know where you can use your policy at?
[CUSTOMER][NEGATIVE] No, I have to have an MRI done and they're telling me that the doctor that I had been going to is out of network and then I have to find somebody within the network to go get my MRI done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I understand. So what I'm gonna need to do is I'm gonna need to transfer you now on over to benefits and a card so that you can ask them where you, you can go for your provider since your doctor no longer takes RN OK? It's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much [PII]. You have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Questions about your privacy choices, please.