AccountId: 011433970860
ContactId: 86044f10-d26b-4c90-999e-5a35d6a5cb8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57619 ms
Total Talk Time (AGENT): 22421 ms
Total Talk Time (CUSTOMER): 30525 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/86044f10-d26b-4c90-999e-5a35d6a5cb8b_20250130T18:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm great thanks for asking [PII]. I have an insured on the phone. He's calling to get a list of providers in his area for his medical policy for HI.
[CUSTOMER][NEUTRAL] Is that even possible?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, no, because we're not contracted with anyone, so there's, we don't have a list of providers.
[CUSTOMER][NEUTRAL] Cause he said he was on, he said he called because he's on a network, he's on a website and it's saying something about, it's showing him the providers but I'm, I'm not familiar with HR provider search or anything so that's why I'm asking.
[AGENT][NEUTRAL] Yeah, we don't have a list of providers because we're not contracted so I'm not sure what list we could give him so he's he's capable of using any network and any provider.
[CUSTOMER][POSITIVE] Got you. OK, so I'll let him know. Thank you.
[AGENT][POSITIVE] OK, you're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye.