AccountId: 011433970860
ContactId: c232e3ea-3d26-48b1-bfeb-8c9a69d0cf9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332809 ms
Total Talk Time (AGENT): 108559 ms
Total Talk Time (CUSTOMER): 91912 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/c232e3ea-3d26-48b1-bfeb-8c9a69d0cf9c_20250523T15:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was calling to see, do you network with my personal physician.
[AGENT][NEUTRAL] I can check and see what policy you have and if you need to follow a network. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, would that be on my card?
[AGENT][NEUTRAL] If you have an APL card.
[CUSTOMER][NEUTRAL] I got the uh ID number.
[AGENT][NEUTRAL] I can try that.
[CUSTOMER][NEUTRAL] I got my uh MAU card uh.
[CUSTOMER][NEUTRAL] Uh, so, uh, and, uh, 48 ID, do you need that number or group number?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I can try that um ID number. What's that ID number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright, uh, D.
[CUSTOMER][NEUTRAL] 43
[CUSTOMER][NEUTRAL] 733.
[CUSTOMER][NEUTRAL] 471.
[AGENT][NEUTRAL] You know, that's not gonna be ours. OK. Um, let me have the spelling of your last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Well [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Who's your employer?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Let me pull MU and see if I can find you on their list. Um, do you have any like uh [PII], or any other last name, middle name attached to your name?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] OK, how do you spell here?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] It's gonna be a minute. I'm searching for your name, OK? One moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Do you mind providing me the social? Maybe I can find you faster like that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK. May I have your date of birth and email address for verification?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I found you. OK, and if you want the policy number, I can go ahead and give it to you. Just let me know when you're ready for that number.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Would you like that number? OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Uh, the policy number is 02.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 62
[AGENT][NEUTRAL] 13
[AGENT][NEUTRAL] 98, and this is the medical part.
[AGENT][NEUTRAL] OK. For this medical part, there is no network, so as long as the providers sending the claim will go ahead and process, you can go to any doctor.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, you answered my, uh, my, uh, concerns.
[AGENT][NEUTRAL] Uh, OK. Is there anything else I'm gonna help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, uh uh.
[AGENT][POSITIVE] OK, well thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] All right.