AccountId: 011433970860
ContactId: 8c1846a8-c5a9-4804-8a7e-887a936ea9c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192899 ms
Total Talk Time (AGENT): 96256 ms
Total Talk Time (CUSTOMER): 79158 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/8c1846a8-c5a9-4804-8a7e-887a936ea9c4_20250117T15:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]
[CUSTOMER][NEUTRAL] And uh UTBA gave me your number. What I'm needing is to find out.
[CUSTOMER][NEUTRAL] Who in [PII]?
[CUSTOMER][NEUTRAL] Minor emergency.
[CUSTOMER][NEUTRAL] Can I use this insurance?
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] Thank you. I got a kidney stone and it's about to kill me.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Yeah, you need to get that taken care of.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Bless your heart. I'm so sorry you're going through that.
[AGENT][NEUTRAL] Do you mind verifying your date of birth and current mailing address, Mr. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you and what is a good callback number in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And we have a Gmail address on file. Do you mind verifying that Gmail address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Now, with your policy, with your APL policy, it does not participate in a network, which means you can go to any provider in that area. They should accept the policy with no problem.
[CUSTOMER][NEUTRAL] So the, the insurance is called APL.
[AGENT][NEUTRAL] That is correct. Do you have a copy of your card?
[CUSTOMER][NEGATIVE] I do. I, you're not gonna believe this. I left, I don't have, uh, I don't. I left it at home and I'm about 30 miles from there.
[AGENT][NEUTRAL] Would you like for me to email you?
[CUSTOMER][NEUTRAL] Uh, could you give me like a member number?
[AGENT][NEUTRAL] I can do that and then I can email you a copy of your card as well.
[CUSTOMER][NEUTRAL] Yeah, could you do that?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] My pleasure and I'm just gonna email it to that Gmail address you verified.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. So, you can go to any urgent care facility, emergency room. There's no network on this policy.
[CUSTOMER][NEUTRAL] Which means I'm kinda, I'm not really educated on this stuff.
[AGENT][NEUTRAL] Which
[AGENT][NEUTRAL] Well, insurance is a different based in itself, you know, so you're fine.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So because there's no network participation, you can go to any provider.
[AGENT][POSITIVE] Any, any place they should. If you have any problems, you give us a call.
[CUSTOMER][NEUTRAL] And they'll accept this insurance.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] And I am emailing that right now to you. I certainly hope you get to feeling better.
[CUSTOMER][POSITIVE] You have a blessed day.
[CUSTOMER][POSITIVE] Thank you so much. You have a great and wonderful day.
[AGENT][NEUTRAL] Uh, Mr. Good.
[AGENT][POSITIVE] You too, Mr. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye