AccountId: 011433970860
ContactId: 1a78ef29-a0e1-4649-8a18-a2a14c5bbb2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58119 ms
Total Talk Time (AGENT): 27728 ms
Total Talk Time (CUSTOMER): 20859 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/1a78ef29-a0e1-4649-8a18-a2a14c5bbb2d_20250305T16:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing? I'm calling to see, um, do y'all have like a, uh, special like online, well, I'm, I'm a job on the roll, uh, special online dollars that that y'all use.
[AGENT][NEUTRAL] Say it one more time if there's a special online what again? I'm sorry.
[CUSTOMER][NEUTRAL] Like, like the online doctors?
[AGENT][NEUTRAL] Well, we don't have a network.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Oh alright.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So I can just use you know.
[AGENT][NEUTRAL] Uh, yes, sir, we don't have like a network of medical providers, so the policies are open. You can give the provider your information and that way they can uh call our office to verify benefits and eligibility.
[CUSTOMER][POSITIVE] Oh, alright then. I appreciate it.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well thank you for calling APL. Have a great day.