AccountId: 011433970860
ContactId: ae9bc811-11fc-4921-a05c-f23fa099c938
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184500 ms
Total Talk Time (AGENT): 103491 ms
Total Talk Time (CUSTOMER): 43390 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/ae9bc811-11fc-4921-a05c-f23fa099c938_20250313T13:11_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] uh I'm just trying to find a doctor to go to.
[AGENT][NEUTRAL] OK, so you're trying to find a provider in your area, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah. Yes, ma'am.
[AGENT][NEUTRAL] Yes, sir, well, I can help you with that as far as being able to direct you to whom you would need to speak to once I can pull up your policy information to verify some things with you for security. So who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Policy number I don't know what, uh, hold on, I've got the email here.
[AGENT][NEUTRAL] I can also try and look it up by your social if you're the primary policy holder.
[CUSTOMER][NEUTRAL] Uh, it's to a group. It's through, uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] American
[CUSTOMER][NEUTRAL] Do my work.
[CUSTOMER][NEUTRAL] Hold on one sec I've got.
[AGENT][NEUTRAL] OK. So either, yes, sir. Either I can look it up by your policy number or your social.
[CUSTOMER][NEUTRAL] OK, it's my social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, so give me a moment please to locate your information.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and lastly your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I do see that the supplemental policy, [PII] was through your employment with them. However, this policy with APL, the supplemental policy is no longer active. This policy actually termed 7-1-2024.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you do possibly have other coverage, I would reach out to your HR department to find out who that would be with.
[CUSTOMER][POSITIVE] OK, thank you very much, ma'am.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well, thank you again for calling APL and I hope that you have a great day.
[CUSTOMER][NEUTRAL] You too.