AccountId: 011433970860
ContactId: cb81c89b-617f-419d-9f51-db28a1bfa245
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200600 ms
Total Talk Time (AGENT): 58937 ms
Total Talk Time (CUSTOMER): 64800 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/cb81c89b-617f-419d-9f51-db28a1bfa245_20250429T15:09_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yeah, I'm calling back. I just got this insurance, my insurance call, uh, do I, uh, do I supposed to go to a special I mean uh.
[CUSTOMER][NEUTRAL] Can I go to my regular doctor or do I need to go somewhere else cause I'm trying to give them my insurance for my for my medicine.
[CUSTOMER][NEUTRAL] And they say something about it and I activate it or something.
[AGENT][POSITIVE] OK, I'll be happy to take a look at your policy.
[AGENT][NEUTRAL] May I have your policy number, please?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh, see, 02.
[CUSTOMER][NEUTRAL] 6173.
[CUSTOMER][NEUTRAL] 95.
[AGENT][NEUTRAL] And if you can please verify your name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what is your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] So I'm I'm showing with your um coverage, you can see any provider that you choose.
[CUSTOMER][NEUTRAL] So if if I go to my regular doctor for like check up and stuff, I just give him this call?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] You know what the word Walgreen talking about then. Alright then, I appreciate that's all I wanna know.
[AGENT][NEUTRAL] No, you said Walgreens?
[CUSTOMER][NEUTRAL] Yeah, no, I, I'll go pick up my medic medicine down at Walgreens.
[AGENT][NEUTRAL] OK, now with this plan, OK, so with this particular plan, let me um.
[CUSTOMER][NEUTRAL] And they wanted my
[AGENT][NEUTRAL] Let me give you the number.
[CUSTOMER][NEUTRAL] See what what perform, which store I can go to.
[AGENT][NEUTRAL] Yeah, um, let me give you the number for.
[AGENT][NEUTRAL] Uh, the, uh, prescription, let me see, here we go.
[AGENT][NEUTRAL] Let me give you the um phone number for the prescription and they'll be able to tell you the participating providers. Let me know when you're ready for that number.
[CUSTOMER][NEUTRAL] Hold on, let me see I can find a pen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I'm red.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 373. Yes.
[CUSTOMER][NEUTRAL] 3732
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] OK, anything else I can assist with today?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] Thank you