AccountId: 011433970860
ContactId: 4806dc3f-e18b-485c-8677-f19b133de281
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220160 ms
Total Talk Time (AGENT): 52878 ms
Total Talk Time (CUSTOMER): 80930 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/4806dc3f-e18b-485c-8677-f19b133de281_20250324T12:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII]. Um, I am currently in [PII] and looking to see a doctor. I was wondering if you have anybody.
[CUSTOMER][NEUTRAL] In in the area here.
[AGENT][NEUTRAL] Uh, what
[CUSTOMER][NEUTRAL] Who's in the network.
[AGENT][NEUTRAL] What type of policy do you have?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh, let's see here.
[CUSTOMER][NEUTRAL] I don't remember what it was.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let me log in.
[CUSTOMER][NEUTRAL] a bit
[CUSTOMER][NEUTRAL] Um, it says Group Hospital indemnity.
[AGENT][NEUTRAL] Mhm. Should be a policy certain number that begins with a 0.
[CUSTOMER][NEUTRAL] Policy number that begins with a 0.
[CUSTOMER][NEUTRAL] I think I have a card. Hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It is 024.
[CUSTOMER][NEUTRAL] 11054.
[AGENT][NEUTRAL] And what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII], what's your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm thank you and what's your email address on file?
[CUSTOMER][NEUTRAL] Uh, I think you have [PII].
[AGENT][NEUTRAL] Mhm that's what we have. Thanks for verifying the information. So, uh, with the hospital indemnity policy that you have, it's provider choice so you could choose any provider. There's not a network for this plan.
[CUSTOMER][NEUTRAL] Oh OK so I can I can choose any provider and.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] And how does it work? So I just give them my insurance, this insurance, and then
[CUSTOMER][NEUTRAL] I'll just get looked at. We'll have to pay.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Present your your identification card and generally they'll contact us to verify your benefit information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Mhm, and we'll provide them with your benefits.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][NEUTRAL] All right, [PII], did you have any other questions I can help out with today?
[CUSTOMER][POSITIVE] No, I do not. Thank you. You've been helpful.
[AGENT][POSITIVE] OK, you're welcome. You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Uh, bye bye.