AccountId: 011433970860
ContactId: c90ed5ab-28fb-4c39-90a6-19de54bc3dbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447480 ms
Total Talk Time (AGENT): 116341 ms
Total Talk Time (CUSTOMER): 57758 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/c90ed5ab-28fb-4c39-90a6-19de54bc3dbc_20250530T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need assistance finding a provider so I can take my son to the doctor.
[AGENT][NEUTRAL] All right, um, who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], and do you happen to have your policy number on hand?
[CUSTOMER][NEUTRAL] Uh, the policy is under their father, but I do have that policy number.
[AGENT][NEUTRAL] And are you listed under the policy?
[CUSTOMER][NEUTRAL] I'm not listed under the policy, but both of the children are under [PII] and I'm their biological parent.
[AGENT][NEUTRAL] All right, Ms. [PII], um, and
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] 02622959
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you very.
[CUSTOMER][NEUTRAL] It's under [PII].
[AGENT][POSITIVE] All right, I was able to find the policy.
[AGENT][NEUTRAL] And for what dependent or um insured are we trying to see um the provider with?
[CUSTOMER][NEUTRAL] For gauge Arigo. Date of birth [PII].
[AGENT][NEUTRAL] All right. Thank you very much. And I will go ahead and transfer you um to the uh care team department so they can go ahead and assist you further with um finding a provider for the policy. Is that all right?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] All right, Ms. [PII], um, thank you for holding and being patient. Um, I was advised that since this policy is under benefits in a card, um, there is a specific number that you will have to reach out to it and I can provide it to you.
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] OK, what's that phone number?
[AGENT][NEUTRAL] Um, I have, um, [PII].
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, but that's just the plan administrator number they won't tell like.
[CUSTOMER][NEUTRAL] They don't normally give out the information for the carrier as far as what you guys cover so you're saying they can provide that information?
[AGENT][NEUTRAL] Um, yes, well, um, we actually received a
[AGENT][NEUTRAL] Update about the phone number. Um, let me just a second.
[AGENT][NEUTRAL] Yeah, I apologize for the wait, Ms. [PII]. Um, the person specialized in the benefits in the card program is trying to see for this updated phone number.
[AGENT][NEUTRAL] OK, um, I can provide for both of the phone numbers, one for the multi-plan and one for the Carrington.
[AGENT][NEUTRAL] And for the multiply, multi plan is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the Carrington is 1800.
[AGENT][NEUTRAL] 290.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what's the difference between the multi-plan and the Carrington?
[AGENT][NEUTRAL] Um, OK, uh, one will be for the medical and the other one will be for the dental.
[CUSTOMER][NEUTRAL] Oh, so the Carrington's the dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] All right. Thank you very much for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] Thanks you too.