AccountId: 011433970860
ContactId: 2149a92a-049b-458c-aa51-ed4fe4e000b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130360 ms
Total Talk Time (AGENT): 59020 ms
Total Talk Time (CUSTOMER): 43456 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/2149a92a-049b-458c-aa51-ed4fe4e000b4_20250121T17:13_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was calling to see was a certain doctor in my network.
[AGENT][NEUTRAL] OK, yeah, I'd love to help you take a look at that. Um, do you mind if I have, uh, your name and your policy number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and my policy number is.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 54 97 20.
[AGENT][POSITIVE] Thank you. And let me get that pulled up for you, Ms. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sorry that took so long, Ms. [PII], and um would you be able to verify for me, please, your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. And I do just need to verify a few other bits of information, if you could verify your mailing address for me, please?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then lastly, just that email on file.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]. I think that's the one.
[AGENT][NEUTRAL] Thank you. Yes, it is. Thank you very much for going through that process with me. Um, and Ms. [PII], so your policy with us, um, we're your supplemental policy, um, we don't have a network. We're willing to work with any provider, um, so you're welcome to see whomever you choose to see and they're able to submit a claim with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Well that's all I want to know. Thank you.
[AGENT][POSITIVE] Yeah, it's my pleasure. Is there anything else I can do for you today, my friend?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Perfect well thank you so much for calling us here at APL and you have such a wonderful day.
[CUSTOMER][NEUTRAL] I write