AccountId: 011433970860
ContactId: 77ff76a9-b9a4-4d69-8012-b359a5236810
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225320 ms
Total Talk Time (AGENT): 79893 ms
Total Talk Time (CUSTOMER): 45851 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/77ff76a9-b9a4-4d69-8012-b359a5236810_20250305T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I was calling to find out um to see if I can get a list of uh the nearest urgent care urgent care facilities near me that are in network.
[AGENT][NEUTRAL] Oh, let's take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, well,
[CUSTOMER][NEUTRAL] You want the group number or the member number?
[AGENT][NEUTRAL] Uh, there should be a member number.
[CUSTOMER][NEUTRAL] OK, so the member number is 023.
[CUSTOMER][NEUTRAL] 44939
[AGENT][NEUTRAL] OK, let's pull this up and take a look here. One second.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I also have the zip code um for where I'm at as well.
[AGENT][NEUTRAL] Alright. Thank you so much. So, uh for verification on the policy, I will need to get please your first, last name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII]. And is the [PII] still a good email address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what's the zip code you'd like me to search by?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What you say?
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] All right, so.
[CUSTOMER][NEUTRAL] What's that thing?
[AGENT][NEUTRAL] It looks like in that area of [PII], it pulls up one urgent care. Did you want to take down the information or do you want me to email it to you?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, I can take it down. That's fine.
[AGENT][NEUTRAL] OK. So, it's called Concentra Urgent Care. So that's C as in cat, O N as in Nancy, C E N T R A.
[AGENT][NEUTRAL] Urgent care?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Their address is at [PII].
[AGENT][NEUTRAL] And they're in [PII].
[AGENT][NEUTRAL] And their phone number is [PII].
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] 6046.
[CUSTOMER][POSITIVE] 46. I really appreciate it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Take care.
[CUSTOMER][NEUTRAL] You as well.