AccountId: 011433970860
ContactId: 373a9f7d-7f17-44c7-9421-75b194ecc8ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229869 ms
Total Talk Time (AGENT): 100877 ms
Total Talk Time (CUSTOMER): 87226 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/373a9f7d-7f17-44c7-9421-75b194ecc8ae_20250603T21:14_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL this is.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good afternoon.
[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Um, I'm sorry, you, you cut off.
[AGENT][POSITIVE] Oh, I apologize for that, sir.
[AGENT][NEUTRAL] Can you hear me any better?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yes, there you go.
[AGENT][POSITIVE] OK, awesome.
[AGENT][POSITIVE] And how can I help you today?
[CUSTOMER][NEUTRAL] Uh, I was calling, uh, just because I, I received my, uh, my, uh, card and my benefits package, but, um, I had a question, where can I verify, uh, what physicians are in my network?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. I can check your network for you, sir, um, and help you with that. Can I please.
[CUSTOMER][NEUTRAL] for you, sir, um.
[AGENT][NEUTRAL] Name and your callback number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] And my callback number is area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your uh policy or certificate number?
[CUSTOMER][NEUTRAL] Uh, my policy is 026.
[CUSTOMER][NEUTRAL] 13568.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Look that up real quick.
[AGENT][NEUTRAL] OK, [PII], can you please uh verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. And then we'll also need to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Sure. Um, address is [PII], zip code [PII].
[AGENT][NEUTRAL] Thank you. And then one last verification, can you give me your email address?
[CUSTOMER][NEUTRAL] Yes, my email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the number that you gave me to call you back on, [PII], is that your um cell phone number?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, perfect. Thank you very much for verifying your policy for me. OK, so this policy that you have is a secondary insurance. So when you use your major medical insurance, your primary insurance, hand them this card too, because this card will help with deductible, co-pay and co-insurance and covered facilities.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you don't have a network, you can use it anywhere that you want to, anywhere that you use your major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] So and that's, that's how it works. OK, perfect. That, that's all I needed to know.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] OK, well, I am glad I was able to help you today, Mr. [PII], and I hope you have a wonderful day and thank you for calling APL sir.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.