AccountId: 011433970860
ContactId: b871fb9a-ba20-4bf5-be0b-a86265beaf7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109809 ms
Total Talk Time (AGENT): 45299 ms
Total Talk Time (CUSTOMER): 58787 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b871fb9a-ba20-4bf5-be0b-a86265beaf7d_20250326T21:16_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. My name is [PII] calling from Women's Care. Um, I was calling to, I just wanted to double check. We are seeing a patient with this insurance tomorrow. I just wanna make sure we're in network.
[AGENT][NEUTRAL] Sure, I can check their policy and see what network that might be a part of. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, I do. Uh, it is, sorry, hold on one second, never mind.
[CUSTOMER][NEUTRAL] Yes, it is um what's this thing, OK, D as in David, 41203513.
[AGENT][NEUTRAL] OK, so that is not gonna be one of our policy numbers that is through, uh, they're called uh 90 Degrees, um, if you call the number on the back of the card, um, there it is very confusing. I think there's this option.
[CUSTOMER][NEUTRAL] OK, you answered my question.
[AGENT][NEUTRAL] Yeah I think it's with option one,
[CUSTOMER][NEUTRAL] You just said
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] No, no, no, no, I said you just said 90 degree and we're we're in network with them.
[AGENT][POSITIVE] Oh, that is that policy. It's not through APL, but just so that, OK, I got you.
[CUSTOMER][NEUTRAL] So you answered my question. OK.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you so much. No, that is it.
[AGENT][POSITIVE] OK, of course, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] Alrighty you as well thank you bye.
[AGENT][POSITIVE] Thanks bye bye.