AccountId: 011433970860
ContactId: 86a2187d-0e26-4faf-b04a-8f2d677bc32d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142610 ms
Total Talk Time (AGENT): 65073 ms
Total Talk Time (CUSTOMER): 41446 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/86a2187d-0e26-4faf-b04a-8f2d677bc32d_20250130T18:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm, I'm trying to find an in network psychiatric provider. Would you be able to help me with that?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] In in network psychiatric provider, is that what you're asking for?
[CUSTOMER][NEUTRAL] Yeah, I'm just looking to to find a psychiatrist who's in network.
[AGENT][NEUTRAL] OK. All right. Do you have a policy with APL?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, multi-plan.
[AGENT][NEUTRAL] OK, all right. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Sure it's [PII] and my number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a group number and an employee ID number. Does that help?
[AGENT][NEUTRAL] Try, let's try the employee ID number and see if that's one of our policies.
[CUSTOMER][NEUTRAL] OK, it's D412.
[CUSTOMER][NEUTRAL] 03
[CUSTOMER][NEUTRAL] 467.
[AGENT][NEUTRAL] OK, I know exactly where we need to go now with that number. What I'm going to do is I'm going to transfer you on over now to IMA I'm gonna give you that phone number so that you have that in case we get disconnected during the transfer.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And you'll
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, and you're gonna choose option one and that's only if we get disconnected. I'm gonna go ahead and transfer you over and choose option one for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. I hope you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you for calling 90.