AccountId: 011433970860
ContactId: 86b1350c-f95f-4dda-8a3c-c8d248b86161
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245460 ms
Total Talk Time (AGENT): 88393 ms
Total Talk Time (CUSTOMER): 106689 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/86b1350c-f95f-4dda-8a3c-c8d248b86161_20250109T22:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, it's [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How are you doing today, sir?
[CUSTOMER][NEUTRAL] Uh, could be better, hey, um, you know, I, um, I, um, called you guys a while back. I was trying to get, um.
[CUSTOMER][NEUTRAL] Get my, get a locate a primary care doctor in my area.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] And uh someone was, someone was so gracious enough to send me an email of all the
[CUSTOMER][NEUTRAL] Doctors you worked with, you know, your company worked with in my area, so, uh, I got the email, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, problem being is that, uh, when they sent it sent it to me, I didn't go then because I got so busy working and I just didn't have to find the time to go.
[CUSTOMER][NEUTRAL] Now I'm looking for the email I was sent as far as all the primary doctors trying to touch back base with it.
[CUSTOMER][NEGATIVE] And I can't find the email. I mean, I've looked like 10 times. I'm hoping you could resend the email to me with all the doctors and stuff in my, in my area.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, actually, um, first, sir, can I get your name? and I'll be able to help you with that email. What is your name, sir?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and [PII], what is your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] My callback number is area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then, what is your policy number, please?
[CUSTOMER][NEUTRAL] Let me, let me get my card back out and look at it. One moment please.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] You know, I don't stay here.
[CUSTOMER][NEUTRAL] OK, it looks like my car policy number would be.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 0023.
[CUSTOMER][NEUTRAL] 96612 is my member number.
[AGENT][NEUTRAL] OK. Let me look that up real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what I'm going to do is I'm going to go ahead and transfer you on over to web TPA.
[AGENT][NEUTRAL] Because they're the ones that probably sent the email to you.
[AGENT][NEUTRAL] Um, I'm gonna give you their phone number just in case the call gets disconnected. You'll have that number to call them back at.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That number is [PII].
[CUSTOMER][NEUTRAL] Someone just transferred me.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] That number is [PII].
[CUSTOMER][NEUTRAL] Wait, wait, wait, wait, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Wait a minute, wait a minute.
[CUSTOMER][NEUTRAL] Wait just, give me just one second, please.
[AGENT][POSITIVE] Yes sir, I'll go slower. I'm sorry.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], what's the rest of it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think I called that number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] Yeah, 994 I, I called the number and they sent me somewhere else. OK.
[AGENT][NEUTRAL] OK. All right, Mr. [PII], it's gonna be a brief hold while I transfer you on over. I hope you have a good rest of your night and thank you for calling APL.
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][POSITIVE] Thank you so much. OK.
[AGENT][POSITIVE] You're welcome, sir.
[CUSTOMER][NEUTRAL] Welcome to