AccountId: 011433970860
ContactId: 9a066fa4-5861-4464-8c86-1e1071ef3fe9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190750 ms
Total Talk Time (AGENT): 95705 ms
Total Talk Time (CUSTOMER): 61668 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/9a066fa4-5861-4464-8c86-1e1071ef3fe9_20250519T18:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, ma'am, I'm calling to see uh uh how my medical insurance works, what's the payment, if it's in network or out of network.
[AGENT][NEUTRAL] OK, I can help you, um.
[AGENT][NEUTRAL] With your insurance, um, and being in or out of network. May I please get your name, sir, and your callback number?
[CUSTOMER][NEUTRAL] It's [PII] and my phone number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then may I please get your policy number?
[CUSTOMER][NEUTRAL] It's 02622225.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, I am looking it up right now, sir, your policy number.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and [PII], what is your date of birth, sir?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then may I get your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It's [PII]. [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you. I appreciate that very much for you verifying your policy. OK, so this policy, you're wondering if.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Who is in that work or not, is that correct?
[CUSTOMER][NEUTRAL] Yes. What questions did you need, ma'am?
[AGENT][NEUTRAL] OK, so what
[AGENT][NEUTRAL] I am going to need to um transfer you on over to multi plan so that they can help you with as far as um finding a provider in network. Let me give you that phone number sir just in case the call is disconnected, you'll have it.
[CUSTOMER][POSITIVE] If they start a positive for as you can.
[CUSTOMER][NEUTRAL] Oh, you, it's all I just need to know if it's for an urgent care, if it would work or if it, if it's out of network, would it still be the same?
[AGENT][NEUTRAL] OK, so let me see if you have benefits for urgent care on your policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So on this policy you do have urgent care benefits, and this is just to verify your benefits. It's not a guarantee of payment. You can go to any provider that you choose. You get 4 urgent care visits per calendar year and it pays $50.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well, Mr. [PII], I hope you have a wonderful week and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] Thank you. Bye-bye.