AccountId: 011433970860
ContactId: 1ad3e56a-7441-46dd-adc7-a38b5ce386c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207539 ms
Total Talk Time (AGENT): 83124 ms
Total Talk Time (CUSTOMER): 73061 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/1ad3e56a-7441-46dd-adc7-a38b5ce386c8_20250311T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um yes, I was calling to find out if um [PII] was a preferred provider for this insurance.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on one second. You gotta give me your name.
[CUSTOMER][NEUTRAL] Yeah I get your name. Hello.
[AGENT][NEUTRAL] Yes, could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh, my name is [PII].
[CUSTOMER][NEUTRAL] A good call back number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need your policy number, please.
[CUSTOMER][NEUTRAL] where the policy number?
[AGENT][NEUTRAL] And if you don't have it, I could look it up by your social.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm sorry. Please repeat that number.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 53
[CUSTOMER][NEUTRAL] Big 4
[AGENT][NEUTRAL] OK, thanks, [PII]. Now, please verify your first and last name again and your date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. And please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And I'm showing that under this policy, there is no network because we work with our providers, so the provider would be covered if the uh service is covered under your policy.
[CUSTOMER][NEUTRAL] Can you repeat that?
[AGENT][NEUTRAL] I'm showing that under this policy, we work with all providers. So if the service um that you're receiving in in the office is covered under your policy, then it will be covered. We'll work with that provider because there is no network.
[CUSTOMER][NEUTRAL] OK, so you say, so you're saying I am able to go to the doctor and see this particular doctor, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you ma'am.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, thank you.
[AGENT][POSITIVE] OK. I thank you, [PII] for calling IKEA.
[CUSTOMER][NEUTRAL] I, I got one more, I got one I got one more question, ma'am. Do I have a co-payment or or you're not sure?
[AGENT][NEUTRAL] OK. Is this, would this be for an office visit?
[CUSTOMER][NEUTRAL] Yes ma'am, it's for office office visit. I gotta get my my uh yearly checkup.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] 6 months
[AGENT][NEUTRAL] OK, I'm showing that under this policy, there is no co-pay. What we do for office visits, we cover up to $75 per visit and there is no co-pay.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] OK. I thank you for calling [PII]. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] All right