AccountId: 011433970860
ContactId: 512f7666-ce1c-49e5-85ec-6ad160661f69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150660 ms
Total Talk Time (AGENT): 74214 ms
Total Talk Time (CUSTOMER): 51129 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/512f7666-ce1c-49e5-85ec-6ad160661f69_20250501T15:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am. I was trying to find a, uh, I need a primary doctor.
[AGENT][NEUTRAL] OK, so you, you, you're calling for your list of providers. Um, I can try to direct you to where to go. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] and it is uh [PII].
[AGENT][NEUTRAL] Thank you. And may I have your um policy number?
[CUSTOMER][NEUTRAL] Uh, it is.
[CUSTOMER][NEUTRAL] 2608776.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] And I have you here, Mr. [PII], can you verify your date of birth, your mailing and email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] right off of [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and then just your email address.
[CUSTOMER][NEUTRAL] Email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And so for your policy, there is no list of providers. So when you go to whomever you choose, um, you'll just present them with your ID card and on the back of the card is our phone number for them to call and verify all your benefits um before you're seen.
[CUSTOMER][NEUTRAL] OK, so who, I, I still need to know who I'm able to to go to. Yes you can go to cause I.
[AGENT][NEUTRAL] Right, but you would search, you know, in your area and see, you would pick that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So we're the insurance company. We don't give you who to go to. We just, for your policy, some of them do, but for this one, you can Google search with your zip code, who's in your area, and pick a doctor and then present them with your card.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][POSITIVE] Alrighty. Was there anything else I can help you with today, Mr. [PII]? You're welcome.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright. Well, thank you so much for calling APL. I hope you have a great day and a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.