AccountId: 011433970860
ContactId: 6ec3c6b1-e652-4bdb-bdd6-c1bbbcfa8c6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255800 ms
Total Talk Time (AGENT): 146071 ms
Total Talk Time (CUSTOMER): 77039 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/6ec3c6b1-e652-4bdb-bdd6-c1bbbcfa8c6b_20250502T13:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I was trying to get a, a uh email and if you could, I was wondering if you could email a list of me of uh providers that uh.
[CUSTOMER][NEUTRAL] Um, I need a primary, a primary care physician, so I was trying to see if you could email, email me a list of providers in network.
[AGENT][NEUTRAL] OK, yes, OK, so you're trying to get information for a primary care provider within your network?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes ma'am well I can help you as far as directing you about your network, but first I'll need to pull up your information and verify some things with you for security. So who am I speaking with please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 685
[CUSTOMER][NEUTRAL] 55
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Click on this car policy number 0260406666
[AGENT][POSITIVE] OK, Ms. [PII], thank you. Give me just a couple of moments please to get your policy information. [PII], OK, I'm so sorry.
[CUSTOMER][NEUTRAL] It's Miss [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so first off, Miss [PII], any information provided will be a verification of benefits and not a guarantee of payment. What is your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the city?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that is on file for you is the same as the one that you provided for me, so that is your best contact number that we should have, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Thank you and lastly, Ms. [PII], I do need to add an email address on file for you so what email would you like added?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And again, you said [PII] and what was the numbers?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 90 at gmail.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] But it was [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. Now, Ms. [PII], thank you for verifying all of your information. So on this supplemental policy that you have with APL, it does not have a network affiliated with it. So that would follow your any network.
[CUSTOMER][NEUTRAL] So what does that mean?
[AGENT][NEUTRAL] That means with us there is no list of providers because there is not any type of network.
[AGENT][NEUTRAL] Associated with this supplemental policy. You would just need to reach out.
[CUSTOMER][NEUTRAL] So that means that I would just have to.
[CUSTOMER][NEUTRAL] Yes, I just have to reach out to a physician to see if they accept my plan.
[AGENT][NEUTRAL] Yes, ma'am, that is correct. And any questions about network providers, that would be from your primary insurance company.
[AGENT][NEUTRAL] But with this supplemental policy, there's not a network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, thank you. I'll, I'll figure it out. Thank you.
[AGENT][NEUTRAL] OK, yes ma'am, and then one last thing, Miss [PII], have you set up your profile with the in the APL online service center before?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] No, but I'm, I'm, I'm, I'm gonna do it today. I just got my cards and everything. I'll make sure I do it today.
[AGENT][NEUTRAL] Oh, OK, would you like for me to also email you a user guide that explains how to set it up and also how to use it? OK, well, I'll send that in just a moment and that email will come from [PII].
[CUSTOMER][NEUTRAL] You can't.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, yes, ma'am. You're welcome. Can I help you with anything else today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right, well then, thank you so much for calling [PII]. I hope you have a wonderful day and a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye