AccountId: 011433970860
ContactId: 9526e30b-4f18-4370-9f13-ebb39999f3a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425190 ms
Total Talk Time (AGENT): 141843 ms
Total Talk Time (CUSTOMER): 136211 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/9526e30b-4f18-4370-9f13-ebb39999f3a6_20250529T20:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My daughter wants to do the annual physical checkup for high school sports. Um, I need to know if, if I need to go to a specific doctor for that, uh, send her to a specific doctor for that in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. um, and who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] All right. And um Mr. [PII], what is a good callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's uh area code [PII]. Phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, thank you very much. And in order for me to access um the providers that are in network with your policy, do you happen to have the policy number on hand?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] I got it right here.
[CUSTOMER][NEUTRAL] Policy certificate number is 026.
[CUSTOMER][NEUTRAL] 231-33
[AGENT][NEUTRAL] All right, Mr. [PII], I was able to find your policy and just to verify I, we have your correct information. Can you give me your date of birth and address, please?
[CUSTOMER][NEUTRAL] Yeah, date of birth is [PII]. The address is [PII].
[AGENT][NEUTRAL] All right, thank you very much. And what I'm gonna do right now is gonna go ahead and um transfer you to the claims department, which they have all the information about the providers and network. um so they will be able to help you out further. I will go ahead and provide the policy number and say that you have been verified so you don't have to repeat yourself, right?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good afternoon [PII]. This is [PII] in customer service. I have an in on the line with policy number.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEGATIVE] [PII], you're breaking up. You're cutting out, you're cutting out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, can you hear me better?
[CUSTOMER][NEUTRAL] Who do you have on the phone?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Your voice
[AGENT][NEUTRAL] Mm, oh.
[CUSTOMER][NEGATIVE] Your voice is breaking up, [PII].
[AGENT][NEUTRAL] Oh no, must my Internet. I'm gonna try to um.
[AGENT][NEUTRAL] Say the policy number?
[AGENT][NEUTRAL] 26
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 23
[AGENT][NEUTRAL] 133.
[CUSTOMER][NEUTRAL] OK, [PII], did you say 262-313-3?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK. And [PII].
[CUSTOMER][NEUTRAL] To last
[AGENT][NEUTRAL] Yes, um, he's calling.
[CUSTOMER][NEUTRAL] OK, and who is on the, how can I help you?
[AGENT][NEUTRAL] Um, yes, he has questions about um what providers he can go to.
[CUSTOMER][NEUTRAL] OK, so this is a multi plan?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy, I believe.
[CUSTOMER][NEUTRAL] So did you give him multi plans information?
[AGENT][NEUTRAL] Uh, no, uh,
[CUSTOMER][NEGATIVE] That's who he would need to contact. I won't be able to help him with that.
[CUSTOMER][NEUTRAL] I mean I can give them the phone number for multi plan.
[AGENT][NEUTRAL] Um, I guess that will work. Um, I was not, um, familiar with that information, sorry.
[CUSTOMER][NEUTRAL] On B for big policies.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK are y'all not or I'm just curious, [PII], are y'all not referring them to multi plan when it's a provider question anymore?
[AGENT][NEUTRAL] Um, I, I'm sorry, I didn't even know that. Um, I wasn't able to figure out that it was a big policy, big policy, sorry.
[CUSTOMER][POSITIVE] OK, I'll be happy to speak to him.
[AGENT][NEUTRAL] Mhm callback number is.
[CUSTOMER][NEUTRAL] And did you tell him about the
[CUSTOMER][NEUTRAL] Uh-huh. Is it the one in the system?
[AGENT][NEUTRAL] Mm, I don't see any in the system. Um, he gave me the one he's calling from, the one ending on [PII].
[CUSTOMER][NEUTRAL] OK, so in this in the system in line there's a cell number?
[CUSTOMER][NEUTRAL] Is that it? on C U D A T?
[AGENT][NEUTRAL] Um, I don't see it on my end. Um, I'm looking at the, um,
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] On CUDAT where you change addresses?
[AGENT][NEUTRAL] OK, it does appear there.
[CUSTOMER][NEUTRAL] Our phone numbers or add information?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK. It does appear there and yes, that is the same uh phone number.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Sorry, from.
[CUSTOMER][NEUTRAL] OK, and did you verify his that's OK. Did you verify his address and his email?
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Yes, everything was um verified.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. And did you tell him about the OSC?
[AGENT][NEUTRAL] I did not.
[CUSTOMER][POSITIVE] OK. I will be happy to speak to him.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Uh, you're welcome.