AccountId: 011433970860
ContactId: 5869babc-742d-4848-83ad-ffbc91f80abc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314670 ms
Total Talk Time (AGENT): 133270 ms
Total Talk Time (CUSTOMER): 112258 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/5869babc-742d-4848-83ad-ffbc91f80abc_20250312T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII], um.
[CUSTOMER][NEUTRAL] I have the insurance from [PII].
[CUSTOMER][NEUTRAL] But to uh APL, some agent.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But now I'm trying to go and do a physical, but
[CUSTOMER][NEUTRAL] Every agent, uh, let's say urgent care or hospital call, they said no they can't accept the insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we can get your policy pulled up and I'll be able to provide more information on um what kinds of providers you can go to. Uh, first, if you don't mind, can I get a good callback number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] The policy number is 022.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 88051
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] Alright, and I'm just gonna verify some information really quick um can I get your date of birth please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the Gmail account we've got on uh excuse me, the email account we've got on file for you. Uh, it does look like it's a [PII] account.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] That's it. OK, thank you for verifying all of that. OK, so the policy number you gave me was for your dental policy. Uh, we were needing to look at uh medical, correct?
[CUSTOMER][NEUTRAL] Say that again?
[AGENT][NEUTRAL] Um, the policy number you gave me was for your dental policy, and we were needing to check, uh, medical, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let me get your medical policy pulled up here. Give me just a moment.
[AGENT][NEUTRAL] OK, um, and if you, do you need this policy number? It is different than the one you gave me.
[CUSTOMER][NEUTRAL] Yeah, but, um, do it, is, is it the same APL?
[AGENT][NEUTRAL] Yes, so it's through APL uh for this kind of policy however I'm unable to view, uh, benefits or information like that that is handled through, um, they're called web TPA and I can give you their phone number and then I can transfer you to them if you'd like.
[CUSTOMER][NEUTRAL] Yeah, he had to
[CUSTOMER][NEUTRAL] An agent I was working with, but I forgot his name.
[CUSTOMER][NEGATIVE] I try to find the email. I can't even, I can't even recover it find the email right now. I know I got an email for him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I'm not sure.
[CUSTOMER][NEUTRAL] On my phone, so, so you mean this, this policy, this policy number and this car just for dental, right?
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The one that you gave me is for your dental policy, yes.
[CUSTOMER][NEUTRAL] So, what's of my original uh card?
[AGENT][NEUTRAL] But I do have your
[AGENT][NEUTRAL] Um, I'm not sure again, all of that is going to be handled through web TPA, so they would be able to give you benefit information, um, and they would be able to get you a new card as well.
[CUSTOMER][NEUTRAL] New car and then they will be able to show me who to go to and what, what hospital, what clinic or what.
[AGENT][POSITIVE] Yeah, they'll be able to give you all of that information.
[CUSTOMER][NEUTRAL] Yeah, I can take my policy now.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, well, I need, I need a pen.
[CUSTOMER][NEUTRAL] Just one second.
[AGENT][NEUTRAL] Sure, yeah, just let me know when you're ready.
[CUSTOMER][NEUTRAL] But can you, can you, can you, if anything, can you email that to me? Because you got my email and my phone number?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What would you like me to email you? I'm sorry, the policy number?
[CUSTOMER][NEUTRAL] Yeah, um, I thought that was a whole like a whole web page or something.
[AGENT][NEUTRAL] Um, no, so again I don't have access to that information that's all handled through web TPA.
[CUSTOMER][NEUTRAL] Alright, can, can you please give me the phone number?
[AGENT][NEUTRAL] Yes, um, so that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you call that number, you would select option 3.
[CUSTOMER][NEUTRAL] Option 3.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, ma'am. Thank you.
[AGENT][NEUTRAL] You're welcome. Did you want me to go ahead and transfer you now?
[CUSTOMER][POSITIVE] Yeah, you can do that. That'll work.
[AGENT][POSITIVE] OK, sure, I'm just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, you too man thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to We TPA.