AccountId: 011433970860
ContactId: 7c69e37e-006c-4b5b-8dda-95abc789185b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297589 ms
Total Talk Time (AGENT): 115619 ms
Total Talk Time (CUSTOMER): 132336 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/7c69e37e-006c-4b5b-8dda-95abc789185b_20250115T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Hey, good morning. How are you doing?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] I'm doing fine. Yes, ma'am. I was calling, um, my son's dad called yesterday and, um, fill out a form for you all to talk to me. I was just trying to get my son's doctor.
[AGENT][POSITIVE] OK, I'm sorry.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] It's a little bit difficult to understand. It sounds a bit uh muffled. Um, I heard something about a form. I'm sorry.
[CUSTOMER][NEUTRAL] Yes, my son, um, his dad, he has a policy with you all, but I'm, um, his mother. I was calling trying to get the doctor's information so I can call and schedule an appointment.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The doctor's information?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um, we don't keep a record of physicians that like a primary physician, is that what you mean?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, we don't keep record of anything like that, so the medical plans that we have is either going to be secondary which go off of their major uh or primary insurance, or it's going to be a limited indemnity medical plan, in which case there's no set network they can take it wherever they'd like, so we don't keep any record of anything like that.
[CUSTOMER][NEUTRAL] I mean what?
[CUSTOMER][NEUTRAL] So y'all don't have a record of where he was taken to?
[AGENT][NEUTRAL] No, it's wherever, uh, you would choose to take him, uh, or wherever he would like to go, um, as this plan, those plans don't.
[CUSTOMER][NEUTRAL] Look, I'm saying he, I guess, let me rephrase. I'm trying to, um, what I'm saying is I took him to the doctor a few months ago, but I forgot the name of the doctor that I was just going down the one that's in network. I forgot which one I chose and took him to, but I know that they filed, you know, they got insurance to show where he was seen at. That's what I was going. I did take him to the doctor. I was just trying to take him back.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] To the same one, but I don't have any record myself of which doctor I took them to.
[AGENT][NEUTRAL] I see, OK, yeah, um, again, we don't keep record of anything like that, so I wouldn't know which one that would be. I'm sorry. Oh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is, is there any, I'm, I'm not, uh, trying to read, but is there anyone else there that would know because um I was on the phone with someone and she was helping me, yeah, and she just, I had to get his address.
[AGENT][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] I can get the policy pulled up.
[AGENT][NEUTRAL] I can get the policy pulled up and see what I can find.
[CUSTOMER][POSITIVE] OK, I appreciate it cause I had called and got my own his address and that's all that I needed to get information.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, um, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 01288297.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] All right, you're welcome.
[AGENT][NEUTRAL] And who is this for? I'm sorry.
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] Do you have [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do see you were talking about the uh form for um to be able to speak with you about the uh policy is that correct?
[CUSTOMER][NEUTRAL] And he filled that out yesterday. I was just trying to see if there anything statement. Uh, I think it was maybe like um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Summer last year where he my son had came to the doctor, but I don't have the doctor's name.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so I don't see that we've received that form just yet, [PII], so until then I'm not authorized to be able to disclose any of any information regarding this uh policy until that's been received and processed.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][POSITIVE] All right, what's up. Thank you.
[AGENT][POSITIVE] Yeah, I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] All right, you too.
[AGENT][POSITIVE] Thank you.