AccountId: 011433970860
ContactId: 785ba9c2-5fd1-4484-84bd-44be7210e2a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124839 ms
Total Talk Time (AGENT): 30890 ms
Total Talk Time (CUSTOMER): 89831 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/785ba9c2-5fd1-4484-84bd-44be7210e2a0_20250409T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, yes, um, I'm trying to find providers in my network with you guys. That.
[AGENT][NEUTRAL] OK. Do you have your uh policy number?
[CUSTOMER][NEUTRAL] Yes, give me one moment. Let me see your card.
[CUSTOMER][NEUTRAL] There was a nurse go get another one.
[CUSTOMER][NEGATIVE] It's not around for you.
[CUSTOMER][NEUTRAL] Is it gonna have letters in it? So that they're gonna have to send it to a couple of people.
[AGENT][NEUTRAL] Uh, should, uh, there might be some letters at the end of it. Should be your certificate number or policy number.
[CUSTOMER][NEUTRAL] His wife is a pathologist, so he said I'm sending it to her to check it out. It says in hospital benefits.
[AGENT][NEUTRAL] Or I can look it up by.
[AGENT][NEUTRAL] Yeah, that'd be, that'd be it.
[CUSTOMER][NEUTRAL] OK, it's 02589430 M as in Mary, L as in Lima 7.
[CUSTOMER][NEUTRAL] Yeah, everywhere except for my face and my crotch.
[AGENT][NEUTRAL] OK, can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII]. [PII].
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII], I just need a few other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, it looks like I have a different address.
[CUSTOMER][NEUTRAL] Oh, OK, um, give me one moment then um.
[AGENT][NEUTRAL] Do we need to update.
[CUSTOMER][NEGATIVE] They're gonna take more pictures. My phone's about to die.
[CUSTOMER][NEUTRAL] I'm gonna have to call you on another phone. Give me one moment.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I'll call you back. Do you have an extension?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Look at it and look as confused as possible and it's like, OK, let me go get a second. Oh, OK, thank you so much bye.
[AGENT][NEUTRAL] Uh, you can just call the same number. Any of us can help you.