AccountId: 011433970860
ContactId: 3c2682f0-2f75-4e62-99c6-40f74d2bfdcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115930 ms
Total Talk Time (AGENT): 58871 ms
Total Talk Time (CUSTOMER): 64151 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/3c2682f0-2f75-4e62-99c6-40f74d2bfdcf_20250225T18:49_UTC.wav
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[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm doing good, [PII]. How are you doing?
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] I'm doing good thank you um so I was trying to get this um caller over to claims. They just wanted to, they're going to the doctor and they wanted to make sure that their doctor was covered under their policy. Um, so I have their policy number. Um, do you want that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, it is 249-726-4 and her name is [PII].
[CUSTOMER][NEUTRAL] And I did verify all of her information and um the number she's calling from is her callback number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and yeah, she just wanted to verify, uh, she's going to a doctor, I believe in a couple of days, and she just wanted to make sure they were covered.
[AGENT][NEUTRAL] OK, alright, um, she can, um, you can transfer her to me. I'm gonna have to transfer her on over to um multi plan but I'll explain that to her if you wanna go ahead and put her through, OK?
[CUSTOMER][NEUTRAL] OK. OK. Uh, is that something I can do or is it, does she have to go?
[AGENT][NEUTRAL] Well, you can if you.
[AGENT][NEUTRAL] If if she's wondering if we're in network for hospital indemnity plans and this you may only use it this one time for this one call um we have to transfer to multi plan to see if um she's going to a provider that's a network and that number is 1-800.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 457.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1403, so you would just, yeah, you would just do a soft transfer.
[CUSTOMER][NEUTRAL] 1403 OK.
[CUSTOMER][NEUTRAL] OK, I'll do that then yeah I don't, I won't send her to you. I'll just transfer her to them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome. You have a good rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] All right, bye bye.