AccountId: 011433970860
ContactId: be22ab59-c067-4139-9d37-78f431c101a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229429 ms
Total Talk Time (AGENT): 76213 ms
Total Talk Time (CUSTOMER): 57902 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/be22ab59-c067-4139-9d37-78f431c101a0_20250117T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I've got a a doctor appointment today and I'm trying, they told me to call and see if uh if it was in network with this insurance.
[AGENT][NEUTRAL] OK, I can help you with the network, sir. Can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is your policy number?
[CUSTOMER][NEUTRAL] Uh, let's see here.
[AGENT][NEUTRAL] If you don't have it I can look it up with your social security number, OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me pull that in for you real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK [PII], looking at your policy, uh, I'm going to need for you to verify some information for security reasons for me. You give me your address, your phone number, and your email address.
[AGENT][NEUTRAL] That we have on the policy.
[CUSTOMER][NEUTRAL] OK, my phone number is [PII].
[CUSTOMER][NEUTRAL] And email address is [PII].
[CUSTOMER][NEUTRAL] What else was it you needed?
[AGENT][NEUTRAL] OK, and what is your
[AGENT][NEUTRAL] Your physical address?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and then uh the email address I have is your [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you, I appreciate you verifying for me. OK, so look at your, uh, you should be able to use your, um, hospital and plan anywhere. You don't have a network.
[CUSTOMER][NEUTRAL] OK, yeah, I'm just going to uh orthopedic doctor and get a cortisone shot.
[CUSTOMER][NEUTRAL] That was it.
[AGENT][NEUTRAL] OK, yes sure.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Yes sir, go ahead and give them your card and you should be able to use it, um.
[AGENT][NEGATIVE] There's no network for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll let him know.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK. You have a good day, [PII], and thank you so much for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.