AccountId: 011433970860
ContactId: 9d07551c-5639-487e-8d37-a0241c24b829
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249199 ms
Total Talk Time (AGENT): 61067 ms
Total Talk Time (CUSTOMER): 56424 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/9d07551c-5639-487e-8d37-a0241c24b829_20250605T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. Um, at, at a medical facility. I was trying to come in and get a check up today. I gave my medical card and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] They said that this medical insurance is not accepted here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was just trying to get a physical today just so I can see it's some medicine.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I thought that this medical insurance was accepted everywhere.
[AGENT][NEUTRAL] So technically, uh, they, it could potentially be used anywhere uh however, it is going to be up to the provider, uh, wherever you go for treatment, it will ultimately be up to them if they choose to file those claims for you or not. That being said, uh, if there's ever a situation where you know you had already received treatment and they wouldn't take it or anything, you can still file those claims yourself.
[AGENT][NEUTRAL] So it regardless um it would be OK I just you know obviously be easier on you if uh they would file the claim for you. Does that make sense?
[CUSTOMER][NEUTRAL] Yeah it makes sense, but that's not what I wanna do. I wanna go to the doctor, get a check up today and I need to know where I can go.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] I understand, yes, um, we can go ahead and get that pulled up to see exactly which kind of policy this is um, you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] OK, and then we will get that pulled up but as we said before it could potentially be used anywhere there's not a set network um or anywhere.
[CUSTOMER][NEUTRAL] I understand that. I just wanna go to the doctor today and get a physical. Tell me where I can go.
[AGENT][NEUTRAL] Sure I understand.
[CUSTOMER][NEUTRAL] They said it's not accepted. Well, well, yeah, she said she couldn't find it or.
[CUSTOMER][NEUTRAL] In the system
[CUSTOMER][NEUTRAL] Do you need my zip code or anything or where I'm at?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Have a
[CUSTOMER][NEUTRAL] Huh, can you look.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] If by myself
[CUSTOMER][NEUTRAL] Only when he
[CUSTOMER][NEUTRAL] That's what I'm doing.