AccountId: 011433970860
ContactId: 32da5026-1861-43cb-99a2-5cec145d98af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201330 ms
Total Talk Time (AGENT): 59900 ms
Total Talk Time (CUSTOMER): 87549 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/32da5026-1861-43cb-99a2-5cec145d98af_20250211T17:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm, I'm calling to find out whether or not my, my health insurance will be, uh, accepted this one urgent care, um, this seems to help me with it, so I gotta call you guys.
[AGENT][NEUTRAL] I'm sorry, say it one more time. You're calling to verify your policy.
[CUSTOMER][NEUTRAL] They told me to call you
[CUSTOMER][NEUTRAL] Well, um, to see if my, my, my health, my this health insurance will be, uh, accepted over here at this one location, and I guess they told me to see what my network is and.
[CUSTOMER][NEGATIVE] Which it's annoying they can't look it up for me so.
[AGENT][NEUTRAL] OK, uh, what is your name and the policy number, please?
[CUSTOMER][NEUTRAL] My name is [PII] and uh the policy number is 02560603.
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], do you have a call?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'm sorry, I hit the mute button by accident.
[CUSTOMER][NEUTRAL] Hello? Oh, there you go.
[CUSTOMER][POSITIVE] You're right, yeah.
[AGENT][NEUTRAL] See, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] OK, thank you. For dental, uh, verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh well, my bad, I might give you the dental one. My bad. Let me get out of that one.
[CUSTOMER][NEUTRAL] Yeah, wrong one.
[CUSTOMER][NEUTRAL] She, oh, there it goes.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Not for the dental one obviously, but.
[CUSTOMER][NEUTRAL] Oh yeah, there's two different numbers. uh I'll give you the new number [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And your date of birth, mail address, and email address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You know what, uh, uh, mailing address you said?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] It's [PII], ZIP code [PII].
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK. Well, with your medical policy, we don't really have a network, meaning it is open to where you can go to any provider and you can give them our information and they can call and verify benefits and eligibility, but we don't have a network of medical providers.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right then.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, uh thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.