AccountId: 011433970860
ContactId: b02624f0-2b11-4353-9bab-4cea97438dfc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111559 ms
Total Talk Time (AGENT): 53600 ms
Total Talk Time (CUSTOMER): 39551 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/b02624f0-2b11-4353-9bab-4cea97438dfc_20250616T17:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to see if a patient is.
[AGENT][NEGATIVE] Just ridiculous.
[CUSTOMER][NEUTRAL] Has a a village.
[CUSTOMER][NEUTRAL] Is um in network.
[AGENT][NEUTRAL] You call to see if a patient is in network?
[CUSTOMER][NEUTRAL] Yes, with um
[CUSTOMER][NEUTRAL] The urgent care with the insurance?
[CUSTOMER][NEUTRAL] She's see if she's eligible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Can I get, uh, can I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] callback number is [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a group number and I have a member number.
[AGENT][NEUTRAL] What is the member number?
[CUSTOMER][NEUTRAL] 99
[CUSTOMER][NEUTRAL] 0805.
[AGENT][NEUTRAL] Patient's name and OK it looks like this policy is handled by a different administrator. I can um.
[AGENT][NEUTRAL] Transfer you over and provide you with the uh direct number.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, so the number to contact is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and this is for web TPA uh I can transfer you now. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] What was the last 4?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, and you can go ahead and transfer me please thank you.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] OK, you have a wonderful day, [PII]. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too.