AccountId: 011433970860
ContactId: b59c5397-37e5-4eb2-9bf1-853c7f2e962b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401019 ms
Total Talk Time (AGENT): 176747 ms
Total Talk Time (CUSTOMER): 150600 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/b59c5397-37e5-4eb2-9bf1-853c7f2e962b_20250213T20:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi. Uh, I'm calling because, um,
[CUSTOMER][NEUTRAL] I wanna ask you uh what kind of plan they're using for this card?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um, I can.
[AGENT][NEUTRAL] I can see what information I can give you. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, and do you have a policy number first?
[CUSTOMER][NEUTRAL] Yes, I have policy number. It's 02.
[CUSTOMER][NEUTRAL] 456565
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull this information.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] you know what's the email address on file?
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] Email address on file?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] S I N A S E A T I T O.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. All right. And how may I help you with this policy, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, um, I wanna know what kind of clinics they use this, um, the insurance.
[CUSTOMER][NEUTRAL] You can use any any hospital, any clinic.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, you wanna know where, where to go to?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. Um, let me go ahead and let you know. Um, this one doesn't have a network. Um, if you don't know where to go in your area because you don't have a regular doctor, you can always go to [PII] and put your zip code and it will give you a list of providers. Do you wanna do that?
[CUSTOMER][NEUTRAL] Uh, OK. I have to, uh, register in, in, um,
[AGENT][NEUTRAL] No. Mm mm.
[AGENT][NEUTRAL] No, you don't have to register. You just go to [PII]. If you want to do it right now, you can go to [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, can you spell it for me because I'm kind of
[AGENT][NEUTRAL] Uh huh, sure, yes, no, it's OK. Uh, it's gonna be [PII]
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Again. Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, mhm. 4.
[CUSTOMER][NEUTRAL] OK. [PII], you say [PII].
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and they, they're gonna give me all of this?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if you find the [PII], go ahead and click on that.
[CUSTOMER][NEUTRAL] Of the cleaner.
[CUSTOMER][NEUTRAL] OK, let me go on.
[CUSTOMER][NEUTRAL] Before you hang up, let me go on now find out.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I want to find a.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, I say English.
[CUSTOMER][NEUTRAL] OK, then what?
[AGENT][NEUTRAL] OK, so when if you are in a multi-plan website, um you need to click where it says find a provider that's in the top right.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. OK.
[AGENT][NEUTRAL] OK. And then you're gonna see, uh, find a doctor or facility and you're gonna go ahead and uh see where it has like 3 roads. You're gonna go to the second row where it says multi-plan network and you're gonna choose the first bubble and you're gonna click on select and search.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I search.
[AGENT][NEUTRAL] OK. Uh-huh. And then from, yeah. Mhm. From there, you're gonna just click where it says search by name, click on that and then if you wanna go to a hospital to a uh physical therapy, radiology, urgent care or family practice, you choose one of those. So you can just
[CUSTOMER][NEUTRAL] Oh, OK. They should.
[CUSTOMER][NEUTRAL] How about like, uh, like the one I want um something wrong with my eyes, like, you know, I can uh like kind of blurry or something like I have.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Do you think it's gonna be to, to health or is it gonna be vision?
[CUSTOMER][NEUTRAL] Uh, it's not because I went to the visions close over here. They, they say it's, it's good for the health. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's medical.
[AGENT][NEUTRAL] OK, so you will, you will go to a family practice first, uh, and then from there they can refer you. So you will click to family practice and you will put your zip code.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much. I, I, thank you for you for helping me.
[AGENT][POSITIVE] Mm. You're welcome. Is there anything else I'm gonna help you with today? You think you got it from here, Miss [PII]?
[CUSTOMER][NEUTRAL] No, that's about it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. You have a wonderful day.
[AGENT][POSITIVE] You're welcome. You as well, Mr. [PII]. Thank you for calling EPL. Bye bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah