AccountId: 011433970860
ContactId: c60a90d7-0e6a-40e2-a344-994c41f5e29a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172419 ms
Total Talk Time (AGENT): 74846 ms
Total Talk Time (CUSTOMER): 63220 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/c60a90d7-0e6a-40e2-a344-994c41f5e29a_20250306T19:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] Um, my, I'm calling. I spoke with someone with someone yesterday and we got nowhere. I have insurance. You guys do my job and I need to see an orthopedic about my niece, and the clinic I'm trying to go to, they will not call and verify you guys cause y'all are not in network with them. So I need to know like which orthopedic doctor that I can go to to see about my niece.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I can look at your benefits for you. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] My name is [PII] and the policy number is 2555826.
[AGENT][NEUTRAL] OK, let me look it up.
[AGENT][NEUTRAL] OK, thank you. Uh, will you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and I'll also need to verify your address, phone number and email address on the policy.
[CUSTOMER][NEUTRAL] [PII]. The phone number is [PII] and the email address is [PII].
[AGENT][POSITIVE] Thank you. And
[AGENT][NEUTRAL] If the phone gets disconnected, is the number you just gave me a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] He said
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, and what I'm going to need to do is I'm going to need to transfer you over to benefits and a card through multi plans so that they can give you provider that you can use in your area, OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, would you like that number in case the call gets disconnected?
[CUSTOMER][POSITIVE] Yes ma'am please.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, it's gonna be a brief hold I'm gonna transfer you now. I hope you have a great day and thank you for calling APL. Is there anything else I can help with before I transfer you?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] No, ma'am, that is it.
[AGENT][POSITIVE] Thank you very much for calling APL Ms. [PII]. Bye bye.
[CUSTOMER][NEUTRAL] For questions about your