AccountId: 011433970860
ContactId: 499570f0-1909-4d88-b6cd-057619f3b2ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259869 ms
Total Talk Time (AGENT): 117170 ms
Total Talk Time (CUSTOMER): 58911 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/499570f0-1909-4d88-b6cd-057619f3b2ce_20250506T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm wondering, I'm needing to make a, uh, doctor's appointment and I need to know where I can use, uh, American Public.
[AGENT][NEUTRAL] OK. Do you have your policy number? I can check and see what kind of plan you have with us.
[CUSTOMER][NEUTRAL] Yes, let me pull it up real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, policy number is.
[CUSTOMER][NEUTRAL] 0209
[CUSTOMER][NEUTRAL] 531 6
[AGENT][NEUTRAL] OK, let me pull that up here one moment.
[AGENT][NEUTRAL] And then if I can get the first and your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII], and then the birthday is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Alright and then the last thing I need [PII] is just the address that we should have on file please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] Um, with this plan, if you're wanting to, uh, search for providers that are considered like a network.
[AGENT][NEUTRAL] It looks like.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You would go to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, or you can contact them at a different [PII] number which I can give you also, but their web address is [PII].
[AGENT][NEUTRAL] And when you go to that site there's a link there on the right hand side that says provide like search for a provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Oh, I see. OK.
[AGENT][NEUTRAL] And it's probably gonna ask you what type of plan you have, I believe.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Find a provider.
[AGENT][NEUTRAL] So it asks you to select a network. You're the top one in the middle section, multiplay limited benefit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] And then select and search.
[AGENT][NEUTRAL] And if you can put in um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The type of doctor you need, uh, city, state, zip, any of that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it said, OK.
[AGENT][POSITIVE] I should hopefully bring up some in your area.
[CUSTOMER][NEUTRAL] Got it. OK, so I can just choose from any of these basically?
[AGENT][NEUTRAL] Mhm and then do you want the phone number for multi plan just in case if you have any other questions on providers they would be the ones to ask.
[CUSTOMER][NEUTRAL] Sure, yeah.
[AGENT][NEUTRAL] [PII]'s phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, ma'am. I got it.
[AGENT][NEUTRAL] Mhm. Anything else I can do for you?
[CUSTOMER][POSITIVE] Uh, that'll be it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] Bye bye.