AccountId: 011433970860
ContactId: 725b15ca-32cd-4305-9303-add8cccbc438
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329260 ms
Total Talk Time (AGENT): 188253 ms
Total Talk Time (CUSTOMER): 110372 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/725b15ca-32cd-4305-9303-add8cccbc438_20250123T16:16_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to find um a network provider that would take the insurance.
[AGENT][NEUTRAL] OK, so you're wanting to find out how to go about locating a network provider, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] I'm sorry, did you say [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Thank you, Miss [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number please Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, 02585102.
[AGENT][NEUTRAL] Uh, I'm sorry. There's some background noise that's making it somewhat difficult for me to hear you. Can you say that again?
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 0202585102
[AGENT][NEUTRAL] OK, thank you. So give me a moment, Miss [PII] to get your information pulled up. Once I do, I will have to verify several things.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] With you first for security.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My what?
[AGENT][NEUTRAL] So first off, Ms. [PII], what is, if you could please verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I see that like a week ago.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is different than the one you gave me.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You probably have my um it's [PII].
[AGENT][NEUTRAL] It
[AGENT][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] No, your phone number. The phone number that they have on file is different.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, hold on one second.
[AGENT][NEUTRAL] Than the one you gave me.
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, give me the full number again with the area code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's also not the number that's on file for you.
[CUSTOMER][NEUTRAL] Well, that's my number, so I don't know.
[AGENT][NEUTRAL] OK. So I will make sure to give you the um information in just a moment of. What is the last four of your social, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So, Ms. [PII], um, I'm gonna need to give you two different phone numbers. One of them is for benefits and a card, which is the enrollment company that you enrolled through for your coverage?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they are going to need to get your phone number corrected in their system.
[CUSTOMER][NEUTRAL] Oh my [PII], OK.
[AGENT][NEUTRAL] Mhm. And that phone number for benefits and a card is [PII].
[CUSTOMER][NEUTRAL] Sorry, is everything all right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Everything
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then uh for your
[AGENT][NEUTRAL] Information regarding your providers.
[AGENT][NEUTRAL] Your provider network is through multi plan.
[AGENT][NEUTRAL] And their phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Now I'll be happy to connect you over to benefits and a card if you would like so that you can get your information corrected in the system, um, because once you once that has been updated and we received that updated information, then you'll have the ability to set up your profile in the APL online service center so that you can have access to your ID cards and policy information online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh hello.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] example
[CUSTOMER][NEUTRAL] OK, so what's the point of having a card if you're just gonna do it online?
[AGENT][NEUTRAL] The portal is not required. That's just a, that's a convenience for you to be able to see any claims that we receive on your policy or if for some reason you had misplaced your ID card, you could access them online.
[CUSTOMER][NEUTRAL] tell you
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][NEUTRAL] But you will need to, yes, ma'am. So would you like for me to connect you to benefits and a card so they can get your phone number corrected?
[CUSTOMER][NEUTRAL] Um, no, thank you.
[AGENT][POSITIVE] OK. Well then, thank you for calling APL. Is there anything else I could help you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK. Well, thank you so much for calling and I hope that you have a very nice day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] is a