AccountId: 011433970860
ContactId: 2b684f87-ca71-4a66-be1f-a78c58242970
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134229 ms
Total Talk Time (AGENT): 44086 ms
Total Talk Time (CUSTOMER): 61651 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/2b684f87-ca71-4a66-be1f-a78c58242970_20250205T14:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] How can I help you?
[CUSTOMER][NEUTRAL] Hi, um,
[CUSTOMER][NEUTRAL] I guess first of all you probably need to verify my account, right? What what information do you need?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'll need your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] Um, and my callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need your policy number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I believe it's 0258.
[CUSTOMER][NEUTRAL] 2661
[AGENT][NEUTRAL] Thank you. Now, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Sorry, and my mailing address is [PII].
[CUSTOMER][NEUTRAL] Apologies.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, and please verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, sir, and how can I help you?
[CUSTOMER][NEUTRAL] Alright, so I have a therapist and I just wanna make sure that she's in network for you guys.
[AGENT][NEUTRAL] OK, actually, under this policy, we don't go by network, we go by uh we uh work with all providers.
[CUSTOMER][POSITIVE] Oh good, OK.
[CUSTOMER][NEUTRAL] So all she has to do is just submit claims through APL.
[AGENT][NEUTRAL] Um, yes, sir. Just give her, um, give them your policy number and our phone number so they can call to verify your benefits and see how to submit a claim if they're not familiar with us. But yes, sir.
[CUSTOMER][POSITIVE] OK cool alright I will uh I will reach out to her and let her know thank you very much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, you've been the best. You have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye.