AccountId: 011433970860
ContactId: 186b5b3a-eb6c-488c-9622-e7edcafbf814
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176960 ms
Total Talk Time (AGENT): 48484 ms
Total Talk Time (CUSTOMER): 72943 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/186b5b3a-eb6c-488c-9622-e7edcafbf814_20250519T20:49_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] How can I assist you, [PII]?
[CUSTOMER][NEUTRAL] 000, I'm sorry, I'm sorry, I didn't hear you. Uh, I was trying to see, does, uh, any Methodist hospitals take, uh, our insurance?
[CUSTOMER][NEUTRAL] Because I was trying to, uh, I had a doctor's appointment and uh they couldn't find the insurance in the system so I was trying to see.
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 74.
[CUSTOMER][NEUTRAL] 772.
[AGENT][NEUTRAL] You said 025772.
[AGENT][NEUTRAL] Repeat your policy number.
[CUSTOMER][NEUTRAL] 025.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02574772
[AGENT][NEUTRAL] What is your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And what is the email address that we have on file for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And a callback number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you're calling to verify our network?
[AGENT][NEUTRAL] Provider in your network, but this policy does not have a network. You can go wherever you desire to go because your policy is a PPO.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] There should be a website provided on the back of your card, um.
[CUSTOMER][NEUTRAL] Alright, cause I was wondering why.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] Like it's no network but they probably have a list of providers that you can actually go to that does actually know about your insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Thanks for calling APL and have a great day. Good bye.
[CUSTOMER][NEUTRAL] Alright, me too.