AccountId: 011433970860
ContactId: 463630df-4625-47b5-939d-a251b6d09b26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226360 ms
Total Talk Time (AGENT): 48628 ms
Total Talk Time (CUSTOMER): 68652 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/463630df-4625-47b5-939d-a251b6d09b26_20250204T20:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] They do, uh
[CUSTOMER][NEUTRAL] New, um, client for this. Um, I was at my doctor's office and I was trying to see um if they, um, if you will.
[CUSTOMER][NEUTRAL] Mm, how can I say this?
[CUSTOMER][NEUTRAL] What services do you guys provide? Because um.
[CUSTOMER][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] What type of insurance this is.
[AGENT][NEUTRAL] OK, what's your what's your name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] [PII], and what's your policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It is 0257.
[CUSTOMER][NEUTRAL] 4790
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you.
[AGENT][NEUTRAL] [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. So this is a limited hospital indemnity policy and you were wanting to know what all it covers?
[CUSTOMER][NEUTRAL] Yeah, um, my, my doctor's office is with Houston Methodist, but, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was just trying to make sure that I can still continue to see her or do I need to switch?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] No, you can, you know, keep the same provider.
[AGENT][NEUTRAL] Um, there is an office visit benefit under this policy.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] If you're speaking, [PII], you, you must be cutting in and out.
[CUSTOMER][NEUTRAL] Can you keep the same provider?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I'm sorry, let me, uh.
[AGENT][NEUTRAL] Yeah, I, you're cutting in and out, OK.
[CUSTOMER][NEUTRAL] Maybe it's the area.
[CUSTOMER][NEUTRAL] You said that I can keep the same provider?
[AGENT][NEUTRAL] Yeah, yeah, you can, you can keep the same provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] If you're talking, I can't hear you.
[CUSTOMER][NEGATIVE] I guess this is a bad, bad area.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right, so is and everything like that?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] It's OK. I'll just call back when I'm in a better area.
[AGENT][NEGATIVE] OK, yeah, because you're cutting out really bad.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. You're welcome. Thanks for calling APL. Have a good day.