AccountId: 011433970860
ContactId: 7120aef5-ff42-4d26-af97-224769d70661
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145300 ms
Total Talk Time (AGENT): 56907 ms
Total Talk Time (CUSTOMER): 49157 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/7120aef5-ff42-4d26-af97-224769d70661_20250321T14:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I have a question. We just got the insurance and I'm trying to find a doctor, but apparently nobody accepts this insurance.
[AGENT][NEUTRAL] OK, um, I can help you with your, your insurance. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, hold on one minute.
[CUSTOMER][NEUTRAL] I have, hold on, I'm gonna put you on speaker because I got it.
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. The policy number, it is 02597089.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] My address is [PII] email I think it's uh [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying that information for me. So what I'm gonna need to do is I'm gonna, uh, transfer you now on to, uh, web TPA so that they can help you as far as finding a provider for your area.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] OK, thank you very much. I hope you have a wonderful day. It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna go sit in the car to come make a phone call, OK?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Welcome to We TP