AccountId: 011433970860
ContactId: 920342fd-7fcc-4f6e-b636-9bcde1d00cdd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194300 ms
Total Talk Time (AGENT): 92051 ms
Total Talk Time (CUSTOMER): 71555 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/920342fd-7fcc-4f6e-b636-9bcde1d00cdd_20250128T20:53_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi To, just got a question. Uh, I have an, uh, doctor's appointment on Friday with Northam Care here in [PII].
[CUSTOMER][NEUTRAL] And uh just need to double check if they are in the network with you guys.
[AGENT][NEUTRAL] OK sir, I can help you with your network um can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] That'll be 02441375.
[AGENT][NEUTRAL] OK, let me repeat it, make sure I got it correct. 02441375?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you. I appreciate that. OK, so looking at the policy, I got it pulled up. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] And then can you also verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email that would be [PII].
[AGENT][NEUTRAL] OK, thank you. So with this card you can go to any facility that you want to. You don't have to use a network. You should be able to take your card in, give it to them if they want to call and verify your coverage and your benefits, they can be on the card for them to call and we can go over the benefits and verify your eligibility and everything with them right over the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK awesome that's all I needed to know and can uh is that way that you guys can uh send me some um medical cards? I lost a couple of them a few weeks ago.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes sir, I can order um cards to be mailed to the address that you provided for me.
[CUSTOMER][POSITIVE] Yes, that'll be awesome.
[AGENT][NEUTRAL] OK, well, I will take care of that right now while we're on the phone together. It's gonna be just a second.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] How many do you need? Did you need 2?
[CUSTOMER][NEUTRAL] Uh, yeah, yeah, 2 will be fine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I've got that ordered for you.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] You're very welcome and good luck at your doctor's appointment.
[CUSTOMER][POSITIVE] Alrighty thank you bye bye.
[AGENT][POSITIVE] Thank you, sir. You, you have a blessed day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bye-bye