AccountId: 011433970860
ContactId: 4e4146c3-8340-43c2-a064-002a1e635f3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134479 ms
Total Talk Time (AGENT): 17478 ms
Total Talk Time (CUSTOMER): 66770 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/4e4146c3-8340-43c2-a064-002a1e635f3d_20250328T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, so this is [PII] calling.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I would do a temp service.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I have this insurance with through.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEGATIVE] The hospital in the area where I live at and the doctor's office don't even take this insurance.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I don't know if you can.
[CUSTOMER][NEUTRAL] If I tell you my zip code and where I live at, if you can.
[CUSTOMER][NEGATIVE] See if there's any doctors or I say the nearest hospital and we won't even take this insurance.
[CUSTOMER][NEGATIVE] And they're and I'm paying for this out of my.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, so, um, we just need help finding a provider, is that correct?
[CUSTOMER][NEUTRAL] Well, I wanted to stay with my own doctor, but.
[CUSTOMER][NEGATIVE] Like I say, they don't take this, they won't take this insurance. I can't even go see her.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] OK, so we can definitely get that policy pulled up.
[CUSTOMER][NEUTRAL] And I don't know how far away.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] No, you go ahead.
[CUSTOMER][NEGATIVE] I, I don't, I don't know how far away the nearest doctor would be, but like I say, I, I hate to change.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Well I mean the local hospital here.
[CUSTOMER][NEGATIVE] Where I live at, shit, they won't even take this here, this your car. I don't know what kind of insurance this is.
[CUSTOMER][NEUTRAL] Nobody takes it.
[CUSTOMER][NEUTRAL] I don't know if you can see if if anybody takes it on your computer or something.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?