AccountId: 011433970860
ContactId: 743b19f5-6c97-4415-a83c-611ba005dbfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281149 ms
Total Talk Time (AGENT): 133624 ms
Total Talk Time (CUSTOMER): 70104 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/743b19f5-6c97-4415-a83c-611ba005dbfe_20250403T16:39_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] Hi, [PII]. Um, I was just calling to see what urgent care is in my area except um this insurance because I went to multiple and they said they don't, and I don't know what to do.
[AGENT][NEUTRAL] OK, so you're needing to find out uh about a network urgent care facility in your area, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes ma'am. Well I can partially help you. What I will need to do is is to pull up your policy information and verify some things with you first for security and then once I see the type of plan you have, I'll be able to direct you as to who you would need to speak to regarding network questions, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] All right, so first off, you're welcome. So who am I speaking with, please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, did you say [PII] or [PII] for your phone number? OK, thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] 391.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] My policy number is 2587943.
[AGENT][NEUTRAL] OK, thank you. So if you'll give me a couple of moments, please, to get your information pulled up.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, Ms. [PII], just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, uh, if you could please verify the primary policy holder's name and date of birth and then your date of birth for me.
[CUSTOMER][NEUTRAL] Um, the primary holder is [PII]. Her date of birth is [PII], and my date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Also the home mailing address that we would have on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, city, state and zip.
[CUSTOMER][NEUTRAL] [PII], the zip is [PII].
[AGENT][NEUTRAL] OK, thank you and then um [PII]'s phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you so much for verifying all of this information. OK, so on this policy, it is not a network plan, [PII], so that means that you can go to any provider.
[AGENT][NEUTRAL] There's not a network. Now whether they accept it or not, that is, you know, that is up to the provider but you're not this isn't a network plan, so there's not a list of certain facilities that accept it.
[CUSTOMER][NEUTRAL] OK, so I just need to find one that accepts.
[CUSTOMER][NEUTRAL] My plan.
[AGENT][NEUTRAL] Right, you can choose any provider.
[AGENT][NEUTRAL] It's just, you know, now the facility itself says they don't accept it, you know, that's one thing, but you don't have a specific, you know, list.
[AGENT][NEUTRAL] That you would have to select from.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] No, that should be all.
[AGENT][POSITIVE] OK. Well then, thank you very much for calling APL and I hope you have a very nice rest of your day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] OK, [PII], thank you.