AccountId: 011433970860
ContactId: 36610659-16f9-4350-a9e2-ee03bc07c519
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234660 ms
Total Talk Time (AGENT): 95962 ms
Total Talk Time (CUSTOMER): 72599 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/36610659-16f9-4350-a9e2-ee03bc07c519_20250220T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII].
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Hi, yes, I'm, I'm trying to figure out what, um.
[CUSTOMER][NEUTRAL] What doctors I have in work where I live?
[AGENT][NEUTRAL] OK, I can help you with the provider. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] Yes, uh, it's [PII].
[CUSTOMER][NEUTRAL] And the number is 02595717.
[AGENT][NEUTRAL] OK, let me
[AGENT][POSITIVE] Policy real quick.
[AGENT][NEUTRAL] OK, [PII], can you please um give me your date of birth?
[CUSTOMER][NEUTRAL] My what? I'm sorry?
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you sir and then also for security reasons can you please verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII], uh, [PII].
[AGENT][NEUTRAL] OK, and then one last verification, can you give me your phone number?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] Thank you sir and then if our call is disconnected [PII] is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Alright, so you're wanting to find a provider. What I'm going to do is I'm gonna refer you to our website.
[AGENT][NEUTRAL] You're gonna, uh, go to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, give me a sec, give me a sec.
[CUSTOMER][NEUTRAL] OK, yeah, I believe I'm already in here.
[AGENT][NEUTRAL] OK, up in the top right hand corner where the little magnifying glasses you're gonna uh type in provider.
[CUSTOMER][NEUTRAL] The magnifying that.
[AGENT][NEUTRAL] The search bar you're gonna type in provider.
[CUSTOMER][NEUTRAL] Um, is it?
[CUSTOMER][NEUTRAL] Uh, OK, I don't know. I, OK, so it's [PII], right?
[AGENT][NEUTRAL] Yes, A like Apple, Michael.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, alright, let me, let me just do it again.
[CUSTOMER][NEUTRAL] And a in public.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I see it. It's different.
[AGENT][NEUTRAL] OK, yes, um, you type in provider there and then um it's gonna bring you to another screen and on that other screen you're gonna um click on provider provider resources.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll just follow the prompts from there it's gonna search for providers by your um zip code.
[CUSTOMER][NEUTRAL] OK, so center providers.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] All right, [PII], is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, so I also got vision, but I'm not sure if that's like.
[CUSTOMER][NEUTRAL] You guys as well?
[AGENT][NEUTRAL] No sir, the vision is not through our company.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, sounds good.
[AGENT][POSITIVE] OK, well, you have a blessed day, [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright you too appreciate it.
[AGENT][POSITIVE] You're welcome, sir. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.