AccountId: 011433970860
ContactId: 5395e869-2764-4d94-883e-bc2b77526ec4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182679 ms
Total Talk Time (AGENT): 65256 ms
Total Talk Time (CUSTOMER): 51081 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/5395e869-2764-4d94-883e-bc2b77526ec4_20250228T20:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing? um, I'm a new, uh.
[CUSTOMER][NEUTRAL] I'm a new client, I suppose. Um, I'm trying to find a doctor's office in [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you have your policy number available, please?
[CUSTOMER][NEUTRAL] Uh, give me one second, let me pull it up for you.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Um, so the policy number I have is 2589631.
[AGENT][NEUTRAL] And what is your name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. My date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, sir. Now, Mr. [PII], you would need to contact Web TPA on your card. Let's see, did that information is there.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] 12 people.
[AGENT][NEUTRAL] Yeah. Hang on just a second.
[AGENT][NEUTRAL] Do you have a copy of your card?
[CUSTOMER][NEUTRAL] Uh, I don't, uh, the guy that I set everything up with, he emailed me the copy of the card and I did the online part of it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, what you say YTP. I just pulled the website up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Yes, so I see that you have an active account on our APL portal.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can give you the phone number to Web TPA and transfer you to them as well. They should be able to help you locate a provider in that area.
[CUSTOMER][NEUTRAL] P
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's the number?
[AGENT][NEUTRAL] Their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and I can transfer you to them as well.
[CUSTOMER][NEUTRAL] [PII]. OK, that's fine.
[AGENT][POSITIVE] Yeah, all right, I'll be happy to transfer you. It's been a pleasure to assist you and I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. One moment please.
[CUSTOMER][NEUTRAL] Welcome to MTPA.