AccountId: 011433970860
ContactId: 0f725437-44d9-47d8-aafe-feb6fa92efbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85139 ms
Total Talk Time (AGENT): 31739 ms
Total Talk Time (CUSTOMER): 41714 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/0f725437-44d9-47d8-aafe-feb6fa92efbd_20250610T20:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, um, my last name is Doctor [PII].
[AGENT][NEUTRAL] I'm sorry, I can barely hear you. Say again.
[CUSTOMER][NEUTRAL] Uh, I don't think so.
[CUSTOMER][NEUTRAL] I can you hear me now?
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][NEUTRAL] Yeah, I have the insurance with you guys for the APL. I tried to look for the book an appointment for, for the physician, but none of them people not taking on this insurance. I don't know what's going on. So if you have anything and you want.
[CUSTOMER][NEUTRAL] System uh about the [PII] area, so ADMD.
[CUSTOMER][NEUTRAL] For taking in this insurance.
[AGENT][NEUTRAL] Well, with our company, we don't have a network, so with our medical cards you can go to any provider. Um, I understand you said that they say they don't know our company, never heard of us, but you can insist that they give us a call and that way we can verify benefits and eligibility.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Yeah, no, no one is gonna.
[CUSTOMER][NEUTRAL] So I call for benefit and eligibility.
[AGENT][NEUTRAL] Right. Uh, you can just let them know to call us and that way we can confirm your eligibility and benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.