AccountId: 011433970860
ContactId: a7817df0-213f-49ad-bc2c-91d8d31d4016
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308220 ms
Total Talk Time (AGENT): 119681 ms
Total Talk Time (CUSTOMER): 89133 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/a7817df0-213f-49ad-bc2c-91d8d31d4016_20250530T13:54_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hiya, I'm at Express Wellness urgent Care. Um, I couldn't find a doctor to, uh, take me on short notice, so I had to come to urgent care because I need medications, and, um, they can't, they can't verify the insurance.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any way you could speak to them?
[AGENT][NEUTRAL] OK, um, one moment please, let me get some more information from you. OK, so what's your callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me 1 2nd to look it up.
[AGENT][NEUTRAL] Give me 1 2nd
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey can you hear me?
[AGENT][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] OK, good. Alright, my phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a policy number with us that you could give me?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I do, um, let me go to that.
[CUSTOMER][NEUTRAL] I believe my policy number will be.
[CUSTOMER][NEUTRAL] 02633372
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, Ms. [PII], um, what's your um date of birth, address, and email address for verification?
[CUSTOMER][NEUTRAL] [PII], I think it's [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] I think it is.
[CUSTOMER][NEUTRAL] The zip code?
[AGENT][NEUTRAL] Uh-huh, yes, sir.
[AGENT][POSITIVE] Yes, sir. That's correct.
[AGENT][POSITIVE] All right, thank you for that.
[CUSTOMER][NEUTRAL] And what was that?
[AGENT][NEUTRAL] OK, um, your email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you so much. I appreciate that, [PII], for that verification. OK, you're at the pharmacy you said and you were trying to get um
[CUSTOMER][NEUTRAL] So in urgent care.
[AGENT][NEUTRAL] Uh, urgent care?
[AGENT][NEUTRAL] And you're trying to get seen. OK now I've got all that information verified, but what I'm gonna need to do is let you talk to the benefits department so they can talk to um and give benefits on your policy. Is that OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's fine
[AGENT][POSITIVE] OK, thank you so much, [PII]. Alright, I'm gonna let him know when I transfer you that you don't have to re-verify anything, you just go straight in to the call with them, OK?
[CUSTOMER][NEUTRAL] Let me take you out.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thank you for your patience. I appreciate that. Hold for a transfer.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Have a good day.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. Um, I have Mr. [PII] on the line. He's already been verified. His policy number is 263.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 33.
[AGENT][NEUTRAL] 72 and his callback number is [PII] and he needs to um they need benefits for his plan or he's on the phone and wants you to talk to the.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Urgent care people.
[CUSTOMER][POSITIVE] Got you, [PII]. Thank you.
[AGENT][POSITIVE] OK, thank you. Have a good day, [PII]. Bye-bye.